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Chapter 8
Recording Call Center Greetings
About Call Center greetings
Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like.
You can include information in your greetings such as:
•your hours of service
•a request for callers to have their account number ready
•how to leave a message
•an announcement of a sale
•product lists
•upcoming special events
The table “A comparison of Basic and Professional Call Center” on page 15 shows how many greetings you can record, depending on which Call Center you use.
You can record greeting numbers and information in “Call Center Greetings” on page 254.
Examples of Call Center greetings
You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference.
General company greeting | The general company greeting informs callers that they have reached the |
| correct company. It can also include the location and business hours of |
| your company. |
| “Thank you for calling Bridgestone Computers. We are located at 52 Main |
| Street. Our hours of service are Monday to Friday from 8:00 until 5:00. |
| Please stay on the line and an agent will be with you as soon as possible. |
| Or press 0 to leave a message and one of our agents will return your call.” |
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|
Please wait greeting | Please wait greetings encourage callers to stay on the line. |
| “All our agents at Bridgestone Computers are currently busy, but please |
| hold as your call is very important to us.“ |
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Information greeting | An information greeting provides messages and announcements to callers. |
| “Thank you for calling Bridgestone Computers. This week we have |
| extended our hours until we sell all spring merchandise. We will be open |
| until 9:00 pm Monday through Thursday, and we will be open until midnight |
| on Friday! Please come in and see us at 52 Main Street.” |
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Nortel Networks Call Center Set Up and Operation Guide
