The saying “first impressions last” holds true in many situations – especially in business. Phone calls to your business represent revenue. The quality of good customer service is very important to callers. For first time callers, you only have one chance to make a good first impression, the solution is –perfect auto attendant scripts will help your business make a great first impression.
One of the important features in VoIP system is the auto attendant. It allows your customers to navigate through office telephone system without speaking with a receptionist. It enhances professionalism and makes the business look efficient and lean.
What makes a good auto attendant script?
Once you’ve decided to migrate to a VoIP setup, it’s crucial that you do your research about what you’ll need to make the most out of your new phone system. Your telephone should be working for you. It is a direct channel to your customers. When a customer reaches you through a phone call, make sure you answer. Otherwise, you are losing money.
First, start with a plan on how this will help your business, and what is your value proposition? You must consider your target audience and identify if male or female voice is better – choose a voice that fits your caller audience. Do you prefer an informal or formal approach? Is it important, up front, to list your location, hours, and website? A good auto attendant script must have concise structure and design – easy to follow and provide clear instructions, based on a caller’s purpose or need.
Set a Logical Sequence
Follow a hierarchical order to set a perfect phrase by arranging the script in a logical sequence. Start by designing a set of automated menus using a phone tree. This ensures you cover the right questions and include all important details. Basic auto-attendant scripts should include:
- A brief greeting and introduction that states your company name.
- Your regular business hours.
- Your main menu options, or which numbers callers should press based on their needs.
- Option to speak with an agent in another language (if applicable)
- An explanation of where users will be directed if they don’t select an option.
Auto Attendant Script Do’s
- Keep it short and simple
- Before giving the number, describe each option example: “For technical support – press 2”
- To return to the main menu, use standard options such as # or 0
- Let the callers know if they can dial employees directly by extension
- Let the callers know upfront when your menu options change.
- Let the callers know if you have online chat or email options that may be quicker than waiting on hold
- If you use a professional voice talent, choose the voice that will resonate most with your customer demographic
- Assist callers who don’t select an option.
Auto Attendant Script Don’ts
- Avoid words repetition: Don’t say “please” and “thank you” throughout your script, although it can be used for the first one, just to be polite.
- Don’t refer callers to your website unless the first page they’re visiting is likely to answer their question
- Avoid copy and paste for URL’s. If you do refer callers to your website, don’t include “www.” or “https//:” in your script. Keep the URL or web address simple and the chances of the caller retaining that information for future use will be 100% better
- Don’t pack as much information as possible into your menus: the simpler the prompt is, the more likely a caller will be able to successfully navigate the system to reach their required destination. Most callers will only listen for a few seconds before they tune out and wait for your options
- Avoid multiple tiers of menus whenever possible
- Don’t just disconnect your caller at the end of a menu
Here’s the different types of scripts for specific scenarios that you must consider before setting up Auto-Attendant:
Example 1: Welcome & Main Menu
Hello, Thank you for calling [State your Company Name],
If you know the extension of the person you are trying to reach, you may enter it at any time,
or press 9 for an Employee Directory.
For Sales, press 1.
For Technical Support, press 2.
For Accounting, press 3.
or press 0 to speak with an operator.
Example 2: Main Greeting with Company Directory Option
Hello, Thank you for calling [Company Name],
If you know the extension of the person you are trying to reach, you may enter it at any time,
To access the company directory, press 1.
For Technical Support, press 2.
For Accounting, press 3.
or press 0 to speak with an operator.
Example 3: Main Greeting with Operator assistance – 1st Option
Thank you for calling [Company Name].
For operator assistance, press 0. Otherwise, please select from the following menu options:
For sales, press 1.
For technical support, press 2.
For customer service, press 3.
For accounting, press 4.
To hear our business hours and our address, press 5.
To repeat these options, press 6.
Example 4: After-hours Calls Option 1
Thank you for calling [Company Name]. If you hear this message, you are calling outside regular business hours, which are 8:00 a.m. to 5:00 p.m., Monday through Friday.
If you require immediate assistance, please stay on the line, and you will be forwarded to our after-hours call center.
Otherwise, please hang up and call back during regular business hours.
Thank you.
Example 5: After-hours Calls Option 2
Thank you for calling [Company Name] today.
Our office is currently closed.
Please leave a message in our voicemail box or contact us via our website chat at {website.com}.
Thank you and have a great day.
Example 6: Language Options
Hello, you have reached [Company Name]. To continue in English, press 1, for Spanish, press 2. (Wait for customer to enter an option.)
You’ve reached the main menu. To reach a staff member by name, please press 1.
For sales inquiries, press 2.
For technical support, press 3.
To place a purchase order, press 4.
For accounting, press 5.
Press 0 to speak with a representative.
Example 7: Promotional Menu Script
Hello and thank you for calling [Company Name]. Did you know we’re currently offering [20%] off on our limited edition [Product] until [Promotion End Date]? As usual, if you know the extension of the party you’re trying to reach, you may dial it at any time.
To speak with a Sales representative, please press 1.
To speak with our Customer Service team, press 2.
For Technical Support, press 3.
To leave a message for our Billing Department, press 4.
For our company directory, press 5. For directions to our office, press 6.
If you would like to leave a message in our General Mailbox, press 0.
To repeat these options, press the * key.
Example 8: Holidays Closure Option 1
Happy Holidays and thank you for calling [Company Name]. We experience higher call volume during the holiday season and apologize for any delays. If you know the extension of the department you are trying to reach, you may dial it at any time.
To speak with a Sales representative, please press 1.
To speak with our Customer Service team, press 2.
For Technical Support, press 3.
If you would like to leave a message in our General Mailbox, press 0.
To repeat these options, press the * key.
Example 9: Holidays Closure Option 2
Thank you for calling [Company Name]. Our offices are closed at this time in observance of the holiday.
If you know the extension number of the person you are trying to reach, you may enter it at any time, or press 9 for an Employee Directory.
For Sales, press 1.
For Technical Support, press 2.
For Accounting, press 3.
To report a technical emergency, press 4.
To leave a message in our general mailbox for a callback on the next business day, press 6.
Example 10: Disaster Recovery Script
Thank you for calling [Company Name]. Our offices are closed at this time due to severe weather conditions.
If you know the extension number of the person you are trying to reach, you may enter it at any time, or press 9 for an Employee Directory.
For Sales, press 1.
For Technical Support, press 2.
For Accounting, press 3.
To report a technical emergency, press 4.
To leave a message in our general mailbox for a callback, press 6.
Example 11: Companies with different branches
Thank you for calling [company]. For detailed information about our company’s locations, services provided, and hours of operation, please visit our website at website.com
For billing inquiries, please press 1.
To speak with someone in one of our branches in:
Florida, press 2.
New York, press 3.
Miami, press 4.
Chicago, press 5.
To hear these options again, either press 9 or stay on the line and someone will be with you shortly.
Example 12: Customers on hold
Thank you for calling [company]. All our agents are occupied currently.
Press 0 to leave your message or
Press 1 to get a callback from the agent.
Example 13: Queue callback
To request a callback from our agents, Press 1.
Thank you for requesting a callback.
Our agent will be in touch with you shortly to address all your queries.
Please hang and wait for our agents’ call back.
Have more questions about how to write a great auto attendant script? Learn more with LG Talk. Without valuing phone calls and properly attributing them, you could be missing out on revenue and opportunities, so it’s important to Invest in the right Business VoIP Service – Your telephone should be working for you! Impress your callers NOW and make a great first impression. Get the most reliable VoIP system for your business at a great price!
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