Here are some scripts to help you as you record messages to use in Bridge:

Main Menu Greetings

The attendant menu for your main contact number may be the first form of contact that a customer has with your business. Make sure your greeting is clearly articulated. Provide an option to speak with an operator if the caller has a question that is not addressed by the menu options. Below are few examples of what you may use.

Call Center Departments

Hello and thank you for calling, [Agency Name], where [state your short agency slogan]. If you know the extension of the party you are trying to reach, you may dial it at any time.

To speak with a Sales representative, press 1.

To reach a Customer Support agent, press 2.

To reach our Billing department, press 3.

If you would like to know our regular business hours and location, press 4.

If you would like to speak with an Operator, press 0, or press 9 to repeat the available options.

 

Basic Customer Inquiry

Thank you for calling [Agency Name]. If you know your party’s extension, please dial it at any time.

To reach our agency directory, press 1.

For more information about [Agency Name], press 2.

If you are an existing customer, please press 3.

For billing questions, press 4.

To repeat menu options, press 9.

For all other inquiries, press 0.

 

Language Options

Hello, you have reached [Agency 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.

To find a store location near you, please press 6.

Press 0 to speak with a representative.

 

Product-Focused

Thanks for calling [Agency Name]. For more information about our products, press 1.

If you have troubleshooting/technical questions, press 2.

For billing questions, press 3.

For a Dial by Name directory, press 4.

For our regular business hours, press 5.

If you know your party’s extension, please dial it now.

For all other inquiries, please stay on the line, and a representative will be happy to assist you.

 

Offering the Operator First

You’ve reached [Agency Name], the [agency’s slogan]. Please choose from the following menu options:

To speak with the operator, press 0.

For customer support, press 1.

For troubleshooting questions, press 2.

For accounting questions, press 3.

For a list of our staff members, press 4.

To leave us a message, press 5.

To repeat these options, press 6.

 

Recording All Calls (Disclaimer)

Thank you for calling [agency name]. This phone call may be recorded for training and quality purposes.

 

After-Hours Greetings

A separate after-hours attendant menu can inform callers that your office is closed, state your business’ operating hours, and provide options that callers can immediately act upon. For example, you can direct them to your website for FAQs. If your business provides an account login page, remind your customers that they can login at any time to get general account information. In this situation, be proactive. Below are a few examples of what you may use.

 

After-Hour Options

Thanks for calling [Agency Name]. Our offices are currently closed. Our business hours are from Monday to Friday 9 AM to 8 PM Eastern Time, and Saturday 9 AM to 12 PM Eastern.

If you would like to leave a message in our general voice mailbox, press 1.

To reach our agency directory, press 2.

For business hours and directions to our office, press 3.

You may also email us at [agency email].

For more information about our products and services, please visit us at [website].

To repeat this message, press the * key.

 

Direct Customers to Your Account Login Page

Thank you for calling [Agency Name]. Our office(s) are currently closed. Standard office hours are [Days and Time]

Did you know that you can check your account status with us 24 hours a day / 7 days a week by visiting [account login webpage]? Here you can view information about your account, as well as answers to general questions you may have.

Otherwise, please call back during standard office hours, and we will be happy to assist you. To repeat this message, press the # key.

 

Holiday Greetings

Auto-attendants with a customized holiday greeting can be a festive way to mark the occasion. If you have a retail business, create a holiday greeting to inform customers of any limited-time sales you are offering. If your office is closed for the holiday, be sure you state this in your message.

 

Advertise Holiday Sales

Thank you for calling [Agency Name]. To celebrate the holiday season, we are offering limited-time discounts on all purchases. Please ask your account representative about them today!

To place an order, press 1.

To follow up on an existing order, press 2.

To speak with a representative about our products, press 3.

If you have a billing question, press 4.

To repeat the menu options, please press the * key.

 

Holiday Closures

Thank you for calling [Agency Name]; we are currently closed in observance of [holiday name]. We will return on [Date] at [Time].

If you would like to reach our Dial by Name Directory, please press 1.

To leave a voicemail, please press 2. A representative will contact you upon our return.

To repeat this menu, please press the # key.

[If no response after a few seconds] Goodbye.

 

Voicemail Greeting

Many companies offer an escape option so that if a caller ends up in a staff member’s voice mailbox, he or she can “escape” out of the mailbox and go back to the attendant menu. Use a customized auto-attendant for this situation.

 

Escape the Voicemail Box Option

You have reached the voicemail of [Agency/Person’s name].

If you would like to leave a voicemail, please press 1 and leave your name, number, and a brief message.

If you would like to return to the main menu, please press the # key.

 

On-Hold Messaging

When creating good on-hold customer experiences, you shouldn’t try to wing it in coming up with messages. What you share with customers when they call your business has the ability to inform, engage, and even sell — but only if you strategically create a script that connects and resonates with callers. Below are a few examples of what you may use.

 

Greet

“At [agency], we value our customers and love to hear from you. We welcome you to leave a review or feedback on our website.”

“Our representatives are on the line with other customers. Someone will be with you shortly.”

 

Promote

“For a limited time, we are offering a ________ discount to customers who ____________________________.”

“Did you know that [agency] writes more policies than any other agent in town? We value the relationships we have with our customers. Are you a member of our customer loyalty program? If you aren’t, talk to our representative about how you can start saving.

“Did you know that you can save cash by referring customers to [agency name]. Ask us about our customer referral rewards program.”

“Visit and like our Facebook page to get tips and updates on [placeholder for what the tips and updates are].”

“If you just bought your home, visit our website and sign up for our monthly newsletter filled with tips and advice for first-time homeowners.”

 

Thank You

“[Agency Name] values your time, and we thank you for holding. Thanks for your time. An [agency name] representative will be with you shortly.”

Last updated November 13, 2019