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Customers will have a better calling experience with auto-attendants since they can discover information to fix problems or route themselves to the right extension. Your company needs a professional-sounding auto-attendant script that guides consumers through the call cycle.
Starting from scratch may be daunting, but we developed 13 auto-attendant scripts that you can use to traverse a variety of business situations.
To discover a service that meets your requirements, go through our list of the top auto-attendant phone systems.
Greeting Script for Auto-Attendants in General
Your automated attendant’s welcome is typically a customer’s initial point of contact with your company, so you want to create a positive first impression. Using a phone tree, create an ordered menu of dialing choices. This will guarantee that you answer the correct questions first and that you don’t overlook any important information.
The following components are found in a good auto-attendant welcome script:
- A short introduction and welcome
- Online self-service alternatives are available (if applicable)
- Departments or extensions may be contacted in a variety of ways (if applicable)
- Typical working hours
- When a caller is unsure who should handle their call, how can they get in touch with a live agent?
- Option to communicate with a representative in a different language (if applicable)
- What will happen if the caller does not touch any buttons?
Example 1: Main Menu & Welcome
Thank you for contacting [Company Name], [insert mission statement or slogan]. We may be found at [address]. Monday through Friday, 8:00 a.m. to 5:00 p.m. are normal business hours. You may input the extension you want to reach at any moment if you already know it. Otherwise, please pay attention to the menu below:
- Press one to continue in Spanish.
- Press two to continue in French.
- Press three to go to the flower section.
- Press four to go to the furnishings department.
- Press 5 for groceries and vegetables.
- Please remain on the line for all other departments or to talk with a live agent; the next available agent will be with you soon.
After-hours Calls Auto-Attendant Script
You can establish working hours on most business phone systems. If a call comes in outside of regular business hours, you may set up a custom auto-attendant to handle it with a different welcome message and menu choices.
For companies with normal working hours, an auto-attendant is a great choice, but if you want to provide 24-hour support, you’ll need a more comprehensive solution. Consider using VoiceNation, a live answering service. Incoming calls may then be sent to the other service provider through the auto-attendant.
Example 2: Voicemail Forwarding in General
Thank you for getting in touch with [Company Name]. We’re sorry, but it seems you phoned outside of our normal business hours, which are Monday through Friday from 8:00 a.m. to 5:00 p.m.
- Please call your extension now to leave a voicemail message.
- Please remain on the line if you want to leave a message in our general voicemail box. Messages left in our general voicemail box are listened to and responded to the next working day. Thank you very much.
Example 3: Script for Answering Services
Thank you for getting in touch with [Company Name]. If you hear this message, you are calling outside of normal business hours, which are Monday through Friday from 8:00 a.m. to 5:00 p.m.
- Please remain on the line if you need urgent help; you will be transferred to our after-hours contact center.
- Please hang up and call back during normal business hours if this is not the case. Thank you very much.
Example 4: Script for Emergency Services or a Medical Office
Thank you for getting in touch with [Company Name]. Please hang up and call 911 if this is a medical emergency. If you hear this message, you are calling outside of normal business hours, which are Monday through Friday from 8:00 a.m. to 5:00 p.m. If you’d like to leave a voicemail, please remain on the line and it will be returned in the order that it was received. Thank you very much.
Example 5: Exercising Immediate Customer Support
Thank you for getting in touch with [Company Name]. Currently, our office is closed. Monday through Friday, from 8:00 a.m. to 5:00 p.m., the office is open.
- Press one if this is a business emergency.
- Press two if you want to leave a voicemail.
- Please hang up and call back during normal business hours if this is not the case. Thank you very much.
Disaster Recovery Auto-Attendant Scripts
You may not always be able to give your callers a lot of information due to unexpected situations. You may not be sure when normal business hours will return or when your company will reopen. However, to assist your consumers and maintain loyalty, offer as much information as possible.
Closures and regulations may change rapidly, as COVID-19 showed. Ensure that your auto-attendant scripts are updated with the most recent information. Keep them consistent. You don’t want your social media accounts to say one thing and your company phone system to say another.
Example 6: Script for Disaster Recovery
Thank you for getting in touch with [Company Name]. Our office has been temporarily closed due to recent floods in the region [or a similar description of the catastrophe]. We are, nevertheless, committed to [insert mission statement].
- If your situation requires immediate attention, dial one to be connected to our [place] branch.
- Please leave a message in our general voicemail box if you cannot reach us. We will respond to your message as soon as possible. Thank you so much, and have a wonderful day.
Example 7: Additional Resources
Thank you for getting in touch with [Company Name]. Our office is temporarily closed due to the recent [disaster]. We apologize for any difficulty this has caused. If you’d like to contact our company, please send us an email at [Company Email Address] or send us a message on [Social Media Channel]. Your request will be handled by a representative there. We look forward to serving you soon.
Holiday Script for the Auto-Attendant
For calls over the holidays, record a special auto-attendant script. Even if you don’t have agents on staff, make sure your consumers know how to contact you—especially if it’s an emergency. Let them know when normal business hours will resume so they may call back.
Example 8: Script for General Holiday Hours
Thank you for getting in touch with [Company Name]. Our offices are presently closed in honor of [holiday]. On [date], we’ll resume regular operations.
- By remaining on the line, you are free to leave a message.
- Otherwise, please contact us back between the hours of 8:00 a.m. and 5:00 p.m. Thank you, and have a wonderful Christmas season.
Example 9: Holiday Help Line
Thank you for getting in touch with [Company Name]. Our offices are presently closed in honor of [holiday]. On [date], we’ll resume regular operations.
- Please press one to be routed to our urgent response team if this is a business emergency.
- Press two to leave a message, and we’ll call you back as soon as we get back to the office.
- Otherwise, please contact us back between the hours of 8:00 a.m. and 5:00 p.m. Thank you, and have a wonderful Christmas season.
Marketing Campaign Auto-Attendant Scripts
You may wish to inform your callers of the most recent advertising efforts on occasion. This isn’t something you’ll want to do all of the time, but it’s a good alternative to have around the holidays or for high-priority projects.
Set an auto-attendant for a campaign-specific phone number instead of cluttering your general welcome. Each of your campaigns may be given its own number. Create a voicemail message that provides information about your marketing effort to callers.
Example 10: Script for a Promotional Campaign
You have arrived at [Company Name].
- Please press one if you’re calling about our current offer of free oil changes for life.
- Press two to be connected to customer support.
- Please remain on the line if not.
Advanced corporate phone systems provide an automatic call routing function as a bonus. Call routing may be used to place calls in a queue so that they can be answered in the order they were received. This functionality may also be used to route calls to particular agents depending on the area code or agent availability of the incoming call.
Individual Extension Auto-attendant Scripts
You may set up extra auto-attendant scripts for each of your extensions separately. This is especially helpful for big, multi-faceted support staff. When a caller is guided by the general auto-attendant, another auto-attendant may assist narrow down the choices so that callers can locate the appropriate person faster.
Furthermore, your auto-attendant may direct calls to particular extensions for specific individuals. If this extension is currently unavailable, you should leave a note rather than send your callers straight to the busy tone.
Example 11: Routine Personal Voicemail Greeting
You’ve arrived to [Name’s] inbox. I apologize for not being able to accept your call. I’m either not at my desk or on the phone with someone else. Please leave your name, phone number, and a short note, and I will contact you as soon as possible. Thank you very much.
Example 12: Notice of Short-Term Absence
You’ve arrived to [Name’s] inbox. Today I’m out of the office and will be back on [date]. Please call extension [number] if you need urgent help, and an agent will respond. If not, please leave a message and I will call you back soon I return. Thank you very much.
Example 13: Notice of Long-Term Absence
You’ve arrived to [Name’s] inbox. Between the dates of [date] and [date], I will be away from the office. Please contact [colleague’s name] at [extension] for urgent help. Please leave a message if you’d want me to return your call, and I’ll call you back when I’m available. Thank you very much.
7 Pointers for Writing Excellent Auto-Attendant Scripts
While auto-attendant scripts are simple to set up, they aren’t necessarily simple to create. To give your phone system a professional touch, you’ll need a clear voice with high-quality sound.
Consider enlisting the help of a professional voice artist for this project. For a charge, certain voice-over-internet-protocol (VoIP) services, such as Grasshopper and Nextiva, offer certified voice experts. Visit our list of the top professional voicemail greeting service companies for additional choices.
Here are some things to bear in mind if you decide to do it yourself:
- Thank you for calling: Thanking your caller sets the tone for the conversation as pleasant and polite. It’s a simple approach to get the conversation moving in the correct direction.
- Be succinct: Auto-attendant menus that seem to go on forever may be aggravating. To respect your caller’s time, keep it brief and sweet.
- Allow callers to skip the welcome: Make it as easy as possible for your consumers to skip the greeting and talk with a live agent—don’t make them wait and listen to the whole audio recording to learn about this option.
- Provide options on purpose: First, provide your most popular extensions. If the majority of your consumers call to speak with customer service, make sure that’s the first choice on your call menu.
- Provide a limited number of options: When it comes to automated attendants, less is more. Customers don’t want to go through a long list of choices if they have a specific purpose for contacting your company.
- Provide self-service information: Allow your callers to resolve as many problems as possible on their own. Give customers store hours, locations, specials, and account information, as well as menu choices. This will save both your agents and your consumers time.
- Provide a no-interaction option: don’t have callers touch any buttons. Tell them about (and show them) a process that will connect them to someone if they don’t choose anything from the menu.
Most Commonly Asked Questions (FAQs)
What is the procedure for setting up an auto-attendant?
With drag-and-drop visual editors, most corporate phone systems make setting up your auto-attendant a breeze. In most cases, you’ll see a tree menu where you may add the related triggers and replies. Because each system is unique, see your provider’s documentation for detailed instructions.
How do you respond to a scripted phone call?
Button dialing or voice response may be used to answer phone calls. When using a button-dialing system, the caller will enter their answer by pressing one of the number keys. Callers may use an IVR system to issue instructions and submit responses by speaking to the system.
Is there a difference between IVR and auto-attendants?
An IVR menu is a more advanced version of an auto-attendant. Although most auto-attendants simply provide button-dialing choices, an IVR system also offers voice response.
Conclusion
Any corporate communications program would be incomplete without an auto-attendant. Fortunately, putting one together is simple. Use the following auto-attendant scripts for your callers or as a starting point for your own. Whatever you do, create a script—it will help you avoid errors and allow your voice to flow more freely.
