Below are the top 3 advantages of using personalized greetings and messages:


  1. INCREASE PROFESSIONALISM: Create professional greetings and messages so your customers and prospects are impressed each time they call your company. Make a lasting impression every time with personalized greetings and messages.

  2. ENHANCE THE CUSTOMER EXPERIENCE:  Customers are used to waiting in call center queues, waiting on hold and waiting to be transferred but that doesn’t mean you can’t make their experience more enjoyable. You can choose from different hold music options, or upload your own. You can record a waiting queue message that will make them laugh or take the edge off. Go the extra mile for your customers by making their waiting experience more enjoyable.

  3. PROMOTE YOUR COMPANY WHILE THEY WAIT:  If your customers have to wait, why not make it a useful experience. You can record upcoming promotions, useful information or special offers to play to the customers while they wait. Take advantage of the time you have with your customers with personalized greetings and messages.



GREETING TYPES:


The greeting or messages are typically played according to the following diagram:


Making these messages professional, informative and concise is critical to making a customer’s interaction with your company the best it can be. These messages can go a long way to increasing customer satisfaction and retention.



1. WELCOME GREETING  - The first greeting callers hear when they call your company.


“Thank you for calling mycompany.” 


“Thank you for calling mycompany. Don’t forget to check out www.mycompany.com for a list of our latest specials and events.”


“Thank you for calling mycompany. Your business is truly important to us. Please hold while we connect your call.”


“Thank you for calling mycompany. We are proud to announce that we have been rated one of the top 10 customer service oriented companies in the tri-state area. Please hold and one of our amazing support agents will answer your call as soon as possible.”


“Thank you for calling mycompany, where customer service is our priority.”


2. IVR GREETING The greeting callers hear when they enter your IVR.


“For English press 1, para Español presione el número dos.”


“If you know the extension of the person you would like to reach, you may dial it at any time. You can also press 0 to bypass this message and reach an agent. For all other callers, please listen to the following options: for account information press 1, for questions about a product you purchased press 2…”


“If you know your party’s extension, you may dial it at any time. Otherwise, please choose from the following options: for customer support press 1, for sales press 2…”


3. AVAILABLE AGENTS GREETINGWhat callers hear when they are routed to an available agent.


“Please hold while you are connected to the next available agent.”


“Please stay on the line. Your call is being connected.”


“Your call is being connected.”


“Your call is being transferred.”


4. WAITING MESSAGEWhat callers hear when they enter the waiting queue.


“All of our agents are currently busy. Please hold and we will answer your call as soon as possible.”


“All of our agents are currently assisting other callers. If you would like to bypass the waiting queue, you can press 1 to leave a message and the next available agent will return your call. Otherwise, please stay on the line and your call will be answered in the order it was received.”


“All of our agents are busy at this time. Your call is very important to us. Please stay on the line and your call will be answered in the order it was received.”


5. DELAY ANNOUNCEMENTWhat the caller hears every two minutes that they are in the waiting queue.


“Thank you for your patience. All of our agents are still busy. Please continue to hold and your call will be answered in the order it was received.”


“All of our agents are still busy. If you would like to receive a call back, please press 1 and the next available agent will return your call. Otherwise, remain on the line and your call will be answered in the order it was received.”


“All of our agents are still busy. Please visit our website at www.mycompany.com for useful information, or continue to hold and the next available agent will take your call.”


“Thank you for holding. Your call is important to us. Please continue to hold and the next available agent will answer your call.”


6. FULL WAITING QUEUE MESSAGE What the caller hears when the waiting queue is full.


“We are currently experiencing high call volume. Please leave a message with your name and phone number and we will return your call as soon as possible.”


“All of our agents are currently busy. Please leave a message after the tone and one of our support representatives will return your call as soon as possible.”


“All of our agents are currently busy. If you would like to leave a message, you can do so after the beep. Or you can email your question to support@mycompany.com. Thank you!”


“We apologize but we are currently experiencing high call volume. Please leave a message after the beep, send us a support email at support@mycompany.com or chat with us online at mycompany.com.”


“We apologize but all of our agents are currently assisting other callers at this time. Please leave a message after the beep and we will return your call as soon as possible.”


7. VOICEMAIL MESSAGEThe company voicemail greeting callers hear.


“You have reached the voicemail of mycompany. Please leave a detailed message and someone will return your call as soon as possible.”


“Thank you for calling my company. You have reached this message either because all of our agents are currently busy assisting other callers or it is after business hours. Please leave a message after the beep and we will return your call as soon as possible.”


“Thank you for calling mycompany. Please leave a message with your name and phone number and we will return your call as soon as possible.”


8. OUTSIDE BUSINESS HOURSWhat the caller hears when they call your company outside of business hours.


“Thank you for calling mycompany. We are currently unavailable to take your call. Please leave a message after the beep, or contact us during business hours Monday through Friday between 9am and 5pm Eastern Standard Time. Thank you!” 


“Thank you for calling mycompany. You have reached this message because it is after business hours. Please leave a message after the beep, or call back between the hours of 9am and 5pm Eastern Standard Time, Monday through Friday.”


“Thank you for calling mycompany. We are currently closed. Please leave a message after the beep, or call back Monday through Friday between 9am and 5pm Eastern Standard Time. Thank you!”



PROFESSIONAL RECORDING SERVICES:


There are a number of professional voice recording services available on the internet, for example;


RECORD YOUR OWN MESSAGES:


Online Voice Recorder is a free simple application which records sound from microphone. After recording you can trim the sound and save it to your computer.


FREE RECORDINGS:


Click on the links below to download royalty-free recordings which you can use to customise your TalkDesk installation.