Greeting Types:

Welcome Greetings – the first greeting callers hear when they call your company.

It is called a “welcome message” or “courtesy message” as it is the first message that is heard at the beginning of the connection. This message usually includes only the name of the company called or a few details.

Main Menu Options – what callers hear when they are routed to choosing a preferred Department Options.

Waiting Message – what callers hear when they enter the waiting queue. When there are no agents available and at least one agent is busy, callers will hear this greeting as they go to the waiting queue.

On Hold Messages for your Business – When your callers are on hold, it’s a perfect opportunity for you to promote your business, company, products, or services. It’s also an opportunity for you to provide generic tips and content that will catch the interest of your callers. This strategy is called being abundant and being abundant in the business climate today can yield your business more dividends by directly increasing the loyalty and satisfaction of your business clients.

Waiting queues allow your callers to wait on you on the line but you should not exceed the waiting time for more than 5 minutes. A queue announcement can also be introduced after the “message before answering”. After the “message before answering”, the waiting announcement is immediately cut.

Hold messages scripts are very powerful for you to keep your callers interested and reduce the tendency of drop calls. Here are some additional samples of hold messages scripts you can use for your business:

Voicemail / Not Answered Message – this is the general voicemail greeting callers hear. When all agents are away or offline, and the call is not answered by any agent, callers will hear this message before leaving a voicemail. With more and more calls going to voice mail, why not present the most professional and polished welcome possible to encourage detailed and informative messages that will improve the efficiency of responses.

Outside Business Hours Message – what the callers hear when they call your company or phone number outside of business hours and there are no agents available. If no After Hours IVR is enabled, callers will hear this message and calls will be sent to voicemail, if voicemail is enabled. Otherwise, the call is dropped.

Full Waiting Queue Message – what the caller hears when the waiting queue is full. When the queue reaches the limit, this message will be played and the caller automatically redirected to voicemail.

Queue Callback Message – what the caller hears when they request a callback from the queue. Once you activate the Queue Callback feature, we recommend that you customize the message callers hear once they have requested a callback from the queue. By default, after callers select the option for a callback from the queue they will hear this message, “You have requested to have the next available agent call you back from the queue. You may now hang up and wait for our call. Goodbye.”

Unsuccessful Queue Callback Message – greeting that prompts the caller to leave a voicemail or call back another time when customers get a callback but are not connected to any agent.

Holiday Greeting –  Optional greeting that plays outside business hours on the day of the holiday, as part of holiday configuration. Create greetings for specific events and holidays to keep customers excited and connected with your business. Provide holiday promotions or advertisements to build customer loyalty or simply let the caller know your business is closed in observance of a holiday.