Sound Communication: The Holdcom Blog

3 Types of Audio Scripts for your Phone System

for laptops with people typing their audio scriptsDo you need a script for your phone system recordings? What kind of phone system script are you looking for? Many people aren't sure; do they need a Message On Hold program? Voice Prompts for their IVR System or Auto Attendant? A Simple Voicemail Greeting?

There are many types of phone system recordings. Let's break them down:

Message On Hold Program Scripts

A Message On Hold program plays to callers who are waiting, well, on hold. People will generally here it after they've navigated through your phone menu or a representative has placed the "hold" button. 

Distinguishing characteristics of Message On Hold programs:

  • They play in a loop on your phone system, so when the program "ends", callers will hear it from the beginning again.
  • Music is played throughout the program. Music level drops while the voice over talent is speaking and is raised between paragraphs.
  • Content is written in sentences and paragraphs and is informative, explanatory, and helpful for customers who are waiting.

Sample Message On Hold Script

Here are three paragraphs of on hold programming:

Thank you for calling {company name} – your leading source for outstanding service and high quality products. Conveniently located at {physicaladdress}, we are here to serve you {business hours}. You can also visit us online 24/7 at {web address}. And don’t forget to Like Us on Facebook and Follow Us on Twitter.

Whether you choose one of our pre-configured packages or allow us to custom-build a package based on your specifications, we have the expertise to fulfill your requirements. Ask your Customer Service representative for more information about our package options when we return to the line.

Our advanced distribution and customer service operation supports 3500 distributors and sales partners in the US, Canada, and South America with over 18,000 products. One of our knowledgeable representatives will assist you with your specific needs momentarily.

Read more of our sample Message On Hold scripts here.

Voice Prompt Scripts

Voice Prompts, IVR Announcements, and Auto Attendant Greetings are 3 things that function in the same way: to greet callers and introduce your telephone navigation menu so callers can reach the appropriate destination. 

You might be looking at an IVR script if...

  • Menu options are listed (e.g. For sales, press 1)
  • There are multiple, short prompts
  • Music is not expected

Sample IVR Script

{Main Menu}

"Hello and thank you for calling COMPANY X.  If you know the extension of the person you wish to reach, please enter it now."

"To speak with the operator, press 0 at any time."

"For Sales, press 1."

"For Technical Support, press 2."

"For Billing, press 3."

"For information about our company, press 4."

"To leave us a message, press 5."

"Or to repeat these options, press 6."

{Department Not Available}

"No one is available to take your call at the moment.  Please leave your name, telephone number, and a brief message, and we will return your call as soon as possible. Thank you."

{Company Information - if user presses 4}

"Our staff is here to serve you Monday through Friday 9 am and 6 pm, Eastern Time.  You can visit us on the Web at "w w w dot COMPANY X dot com".  If you would like to leave a message, please do so at the tone, and we will return your call as soon as possible.  Thank you."

 Review more sample IVR Scripts here

Voicemail Greetings

A voicemail greeting is a short recording that callers will hear if you do not pick up a call. They're fairly short, straightforward explanations that:

  • Greet the caller and explain you are unable to take their call
  • Instruct the caller to leave a message, and what information they should include in their message
  • Let a caller know that you will call them back

Professional Voicemail Greeting Example

Hello. You have reached the voicemail of {insert name}. Please leave your name, phone number, and a brief message, and {he/she}will return your call as soon as possible.Thank you and have a great day.

Putting it all together...

What will your completed phone system look like? It might start with a greeting from your auto attendant system. Once the user selects their department or extension, they're transferred and wait on hold for a representative to pick up the line. If no one is available, they might hear a voicemail greeting, prompting them to leave specific information in their message.

 

Each script for your phone system serves a distinct purpose. Once you understand how a type of script is used, it's much easier to write your content.

Are you using these types of scripts on your phone system? Let us know what you think in the comments!

 

Free Download:  Guide to Effective Scriptwriting for Message On Hold and Telephony

 

Tags: telephony, telephony marketing, Message On hold, IVR announcement, script tips, voice prompts, scriptwriting