We are revisiting all of the queue messages within our telephony system with a view to re-recording all of them so we have a consistent outlook across our centres.

Does anybody mind sharing with me any wording they currently use?

Examples of greeting, waiting and emergency scripts would be appreciated.

I thought I would seek your help first before phoning your companies and abandoning the call once I had heard the messages :).

Instead of thinking of the scripts from the company viewpoint, think of them from the customer viewpoint.

What would you as the customer want to hear. We all know that the PR/Marketing wants the company message to go out, but the customer already knows it. Thats why they are calling. The customer wants it to be short and concise.

I am no expert. But in the past when I have had to do scripts, I worked on the principle if I was board then the customer will certainly be bored. (Excuse my spelling, its been a long weekend).

Once you get the words right consider using professional talent to do the recordings. Nothing spoils the message more than poorly recorded or pronounced scripts.

Totally agree with everything that has been said so far by both of the Paul's ..

- Always think from the custoemrs view point, they will be the people listening to any message your company uses ... not the company

- Thank about the words and phrases used to create a positive image

- Get the right person to record the message

- If the customer has been waiting along time .. get the advisors to thank the customer for holding/being patient ... customers will not expect this ...and it reduces their tension

- Use the time inbetween messages to promote offer products and services (like mini ads)however ensure these are rotated so the customer will not get board listening to the same thing over and over again ...

Andy, I have had some experiance in writing these messages so please feel free to get in touch direct (neil@train2develop.com) if you would like any further help.

Wishing you every success