When it comes to phone audio, there are so many types to choose from, and infinite ways in which they can benefit businesses and elevate the caller experience.
From Welcome, Busy, After Hours, and Voicemail messages, to Emergency, Explicit Informed Consent, On Hold messages, and more, the ways in which you can communicate with your callers is endless.
Let’s start with some messages you may not have thought about before, and how they can benefit your business and your callers.
Explicit Informed Consent:
This message outlines the caller’s rights and the organisation’s policies. EIC messages are used when an organisation requires the caller to provide consent to proceed.
Example 1: Please listen carefully to our Ts and Cs, [terms & conditions]. Do you agree? Please say ‘yes’ or ‘no’ now.
In this example, the organisation is able to play their terms & conditions to the caller and get their consent/agreement before proceeding. This saves their employees valuable time and keeps their callers informed.
Example 2: You have a legal duty under [Act] to take reasonable care. Failure to comply may result in us cancelling your policy. Fraudulent behaviour may lead to legal action. Have you heard and understood these terms?
This example shows an organisation informing their callers of their responsibilities and outlining potential consequences for failing to comply. Again, callers can agree/disagree upon conclusion of the message, saving the organisation time.
Emergency Message:
This pre-recorded message informs callers of any urgent situations or closures that may affect service.
Example 1: Thanks for calling Regal Gardens. We’re currently closed due to an emergency. Please try calling back later or email your enquiry to info@regalgardens.com.au and we’ll get back to you.
This message is short and sweet – simply informing the caller that the organisation is unavailable and providing alternative contact information. This allows the caller to maintain contact with the company without having to make further calls.
Example 2: Thanks for calling Wizz Kids Internet. We’re aware of the current emergency and are working hard to rectify this. We understand your service may be affected, and we apologise for any inconvenience. Please keep an eye on our website, wizzkids.com.au for regular updates.
This example informs the caller that the organisation is unavailable and takes the time to apologise for any inconvenience. It also provides a web address where the caller can find further information and check for updates. This means the caller has a better understanding of the situation, allows them to stay informed as the situation changes, and limits the amount of unnecessary return calls.
Seasonal IVR:
These messages deliver a little holiday cheer to callers as well as informing them of holiday closure dates, special promotions, and more.
Example 1: Happy holidays and thanks for calling Cool Cuts. We ho ho hope you’re enjoying the festivities as much as we are! We’re busy spending quality time with our loved ones, but we’ll be back on the job from January 3. In the meantime, leave us a message or send an email to admin@coolcuts.com.au and we’ll be in touch when we return in the new year!
This example is fun and festive in keeping with the brands identity and seasonal buzz. The message informs callers that the company is closed for the holidays, features the date which the company will reopen, and provides alternative contact details for the meantime. This type of message helps make the caller feel valued as they’re kept in the loop, and prevents the company from losing business, instead directing enquiries to their emails.
Example 2: Welcome to Fancy Candles. The Easter Bunny’s on their way, which means now’s the perfect time to tell you about our Easter weekend promo. From now until April 15, we’re offering up to 30% off storewide! Hop to it and let us know how we can help you in just a moment.
This example is functional as it lets callers know about the organisations current promotion and tells them when it ends. This type of message increases the likelihood of a sale when the call is answered.
Public Holiday Message:
This message plays on public holidays to let callers know you’re closed or operating at a reduced capacity – giving callers the option to leave a message, use an alternative method of contact such as email, or call back on the next business day.
Example 1: Thanks for calling Funky Florist. We’re currently closed for the public holiday. Please leave a detailed message or email your enquiry to hello@funkyflorist.com.au and we’ll get back to you on the next business day.
This example is short & sweet, concisely letting callers know the business is closed for the public holiday, and what they should do next.
Example 2: Thanks for calling Thor’s Metals. As today’s a public holiday in WA, we’re running at a reduced capacity and, as such, are unable to take your call. To leave a message, press 1 and we’ll get back to you as soon as possible. Alternatively, please call again on the next business day.
This example is slightly longer, informing callers that may not be local, the reason for the company’s closure. It then highlights what action the caller should take next.
And now for some examples of more commonly used messages and the different ways in which they can be used…
Welcome/Menu Message:
This is the first message callers will hear, so use it to set the tone and make an impact! Greet callers, prompt any necessary action, and provide initial guidance on how to navigate the phone system.
Example 1: Welcome to Soulful Sneakers – walk through life in really nice shoes. To learn more about us and browse our stock, visit our website, soulfulsneakers.com.au. One of our team members will be with you shortly.
This message includes a short marketing spiel/company tag line to promote the brand and show personality, and lets callers know about the functionality of their website. This helps limit the amount of unnecessary phone traffic as some callers will opt for the online option.
Example 2: Welcome to Flash Computers. For sales, press 1. For accounts payable, press 2. For accounts receivable, press 3. For I.T. support, press 4. For all other enquiries, press 5.
This message is short and direct, using prompts to redirect callers to the correct department. This eliminates the need for switchboard staff and reduces the amount of time callers are on the line trying to connect with the right person.
Busy Message:
This audio plays when all customer service lines are occupied – informing the caller that they can choose to stay on the line and wait until the line is less busy, get in touch another way, or try calling again later.
Example 1: Thanks for calling Coffee Hub. We’re currently busy attending to other calls and will be with you as soon as possible. In the meantime, why not check out our website, coffeehub.com.au?
This example lets callers know that the company is busy and to expect a delay. It also provides the company’s website information, encouraging the caller to head there as an alternative to waiting on the line.
Example 2: We appreciate your patience. Our next available team member will be with you shortly. Alternatively, to leave a message, press 1 – we’ll get back to you as soon as possible.
This message also lets callers know there’ll be a delay as the company is busy. As an alternative to waiting, callers are given the option to leave a message and request a callback – this makes the customer feel valued and as though the company appreciates their time. It also allows the company to handle their high volume of calls, and then address their voice messages at a more suitable time.
After Hours Message:
This message plays outside of normal business hours – providing information on when the organisation will be open again and what action the caller can take in the meantime.
Example 1: Thanks for calling ABC Paper. You’ve reached us outside our operating hours of 9am to 5pm Monday to Friday. Please leave a detailed message or email your enquiry to info@abcpaper.com.au and we’ll get back to you as soon as possible.
This example is direct and informative – letting the caller know the company is closed, what their operating hours are, and what action they can take next.
Example 2: Thanks for calling Buzz Electrical. You’ve reached us outside our operating hours of 8am to 6pm Monday to Friday, and 8am to 1pm Saturday. If you require urgent after-hours support, press 1 to be transferred to our after-hours team. Please note, fees will apply. Otherwise, please call back during opening hours.
This message also informs the caller that the company is closed, what their operating hours are, and gives them the option to be transferred to the afterhours service. It also lets callers know that if they choose this option, they’ll incur a fee, meaning they’re fully informed before making the selection.
Voicemail:
This message plays when staff are unable to answer a call, prompting the caller to leave a message, contact them using an alternative method, or try calling back later. Voicemail messages can be used for whole companies or individual staff members.
Example 1: Thanks for calling Table Nine. We’re currently busy and unable to take your call. Please leave a detailed message or email your enquiry to admin@tablenine.com.au and we’ll get back to you as soon as possible.
Voicemail messages are best kept short and concise. This example simply tells the call that the company is unavailable, and provides alternative details on how they can contact them.
Example 2: You’ve reached Gary of Global Sports. I’m currently away from my desk and unable to take your call. Please leave a message with your contact details and I’ll get back to you as soon as possible.
This example has a more personalised approach as the caller is contacting a specific person, not a company as a whole. Again, they’re well-informed, knowing the person they’re calling is unavailable, and they’re told what steps they can take next.
On Hold Messages:
Callers waiting on the line will hear this audio. This is a unique marketing opportunity where you can directly engage with your target audience – especially while they’re captive and ready to make a purchase. On Hold messages can include company information, services on offer, promotions, public service announcements, and more.
Example 1: Need to get from A to B? (SFX: Car Horn – Friendliest) Book a taxi quickly and easily with the Relaxi Taxi app – download it from the App Store or Google Play today, (SFX: Phone – Notification) and schedule your next ride with the click of a button. (SFX: iPhone Typing Sounds)
Example 2: We understand that not all visits to the dentist are planned… (SFX: Hit, then Ouch) which is why we offer emergency dental appointments. We prioritise emergency visits where possible – simply let us know if you’re experiencing a dental emergency and we’ll be more than happy to help.
Example 3: Indulge yourself in some me-time this winter with our iconic seasonal special. (SFX: Ah) Embark on a three-hour wellness journey featuring our signature foot massage, a rejuvenatingfacial,and uplifting citrus scalp therapy – all for just $425. This offer’s valid now until August 31, so don’t miss out. Book your appointment in just a moment.
Example 4: (SFX: Christmas Bells) Happy holidays! Please note that we’ll be taking a short break from December 21 until we reopen on January 2. On behalf of our entire team, we hope you enjoy your Christmas break, and look forward to assisting you again in 2025.
Make the most of your phone audio with customised messages from Messages On Hold. We’ll script, record, mix, and deliver your new messages exactly to your liking. So whether you want to professionally greet callers, let them know you’re closed for the holidays, obtain their consent, educate them on your scope of products and/or services, or simply make a lasting impression next time they pick up the phone, we can help!
Got questions? Visit our website and request a free demo to see what we can really do. Ready to sign up? Chat with us today and let’s get the ball rolling!