Make a positive impression from the very beginning of the merger with the client. The content of the telephone announcement cannot be a matter of chance and should contain exactly as much information as is necessary.
It’s not hard! Below I have prepared for you in several points how to prepare the basic content of the caller’s welcome in your answering machine. I also have an almost ready-made solution that you might like – ready-made examples of the content of telephone announcements, which just needs to suit your needs.
Nagrania powitań telefonicznych
Nazywam się Karol Szałapski i jestem lektorem nagrywającym swój głos do zapowiedzi i powitań telefonicznych.
Chętnie przywitam dzwoniących do Twojej firmy klientów!
Hello, caller.
In a well-prepared and recorded by the voiceover You should just say hello. Simple “Good morning” or “Welcome!” will be appropriate. Depending on the type of business you run, you may consider a less formal welcome, for example when you run a toy store.
It is also worth giving the name of the company you called, even if the customer is aware of the number and who he calls. In addition, the name of the company can be beneficial from a marketing point of view – hearing the brand name and the callers additionally stored it in memory.
Examples:
- Welcome to Our company.
- Good morning! Here. Our store – advertising slogan.
- Good morning. You’ve reached Company name.
- Welcome to Company name. Thank you for calling.
An example of voice-over greetings:
Inform the caller about recording the call* Oh, my God *
If you practice recording your calls with customers to analyze and improve the quality of your service, remember that you must inform your callers.
Recording conversations without knowledge and explicit consent is illegal. This information is therefore necessary.
Examples of information about recording calls:
Ladies and gentlemen. Please be advised that, in the interests of the quality of our services, discussions with consultants can be recorded. If you do not agree, please contact us personally in our office.
We kindly inform you that conversations with our consultants are being recorded. If you do not agree to this, please contact us by email or visit one of our dealerships. The addresses can be found on the...
Show possible conversation topics
If the welcome and legal information are behind us, it’s time to direct the caller to the department or the person who will take care of the subject with which the client is calling. Most often, it is a presentation of individual departments in the company in the form of “tree”.
Indicate the departments with which to connect and the number assigned to each of them, followed by a redirection.
If this allows the telephone control, you can ask the customer to wait for the call and thank you for your patience.
An example of the content of the announcements with the choice of the topic of the conversation:
To get to know our current offer – select 1.
For payment information, select 2.
If you want to file a complaint, select 3.
If you are calling on another matter, please wait for our consultant to call.
In some telephone control panels, you can transfer some data, e.g. the caller’s number, so that the caller will show the customer profile at the time of the call.
If you are our client, choose 1. (There are 2-3 seconds of silence pending the caller’s response)
If the customer has pressed 1 (i.e. he is our client) we present to him possible topics of conversation:
Enter your customer number and press the cross. After entering the customer number, we present possible conversation topics:
Select the topic of the conversation:
1 – Offer and promotion
2 – Technical assistance
3 – Complaints and phrases
4 – Payments(If the customer has not chosen “1”, after 2-3 seconds he will hear similar messages, but no data will be transmitted to the consultant).
An example of a voice recording of a telephone announcement with the choice of the subject of the conversation:
Processing of personal data (GDPR)* Oh, my God *
In accordance with the provisions of the Personal Data Protection Regulation (GDPR) which have been in force since 2018, the caller should be informed of the entity that will process his personal data.
You should also tell the caller when the calls are not recorded.
It should also indicate a place where you can read the Company’s Personal Data Processing Policy.
Example of GDPR announcements:
Please be advised that the administrator of your data is Our Company based in the City. Information on the scope and manner of processing of your personal data can be found at the website...
An example of the vocal announcements about data processing:
*) Source: https://kruczek.pl/recording-talking-telephone-compatible-right/ – Access date: 1.10.2018
Off-duty
To avoid the frustration of our customers, in the hours when our office is closed, let us inform you of this fact and ask you to contact us at another time.
Don’t let it happen.Where the client will join your company, choose the subject of the conversation and wait for several minutes for the call. This will help you avoid disappointment and spare yourself unfavorable opinions about the quality of telephone service.
An example of a telephone announcement outside of working hours:
Good evening! Ladies and gentlemen, our hotline is currently closed. Please contact us Monday to Friday from 8:00 to 19:00 and Saturday from 10:00 to 16:00
An example of the recording of a voice-over telephone announcement outside the company’s working hours:
