Voice Mail Etiquette

VOICE MAIL ETIQUETTE

THE ELEMENTS OF A GOOD VOICE MAIL GREETING

1-2 second pause before your greeting is played to callers.
Your name.
The name of your organization/department.
The day of the week.
What key(s) callers can press on their telephone for immediate assistance.
When callers can expect a return call.
The name and extension of a colleague who can provide assistance.

Example:
Hello. This is (NAME) of the (DEPARTMENT) of Southern Illinois University. For the week of (DATE) I will be at (WHERE) and not available to answer your call until (DATE or DAY). If you require assistance before then please contact NAME OF CONTACT) at (TELEPHONE NUMBER). If you need to reach someone immediately please dial “03”. Thank you. (19 seconds)

SOME SUGGESTED PERSONAL VOICE MAIL GREETINGS

ONGOING
Hello, you have reached the office of (DEPARTMENT NAME). I am not in my office to take your call. At the tone leave your name, telephone number and details of what I can do for you I will call you back in the next (TIME) or so. Thank you. (17 seconds)

Hi, this is (NAME) I’m sorry I cannot answer your call right now. Please leave a detailed, confidential message at the tone. I’ll call you as soon as I return. Thank you. (15 seconds)

Hello, you have reached the (DEPARTMENT) at Southern Illinois University. I’m sorry I cannot answer your call at the present time please leave a message at the tone. I will pass your message onto the appropriate person or call you back. Thank you for calling. Bye. (17 seconds)

Hello, this is (NAME) of (DEPARTMENT) at Southern Illinois University. I’m sorry I can’t speak with you at the moment but if you’d like to leave your name, telephone number and details of how I can help you I’ll get back to you as soon as possible. Thank you for calling. (14 seconds).

DAILY
Hello, you have reached the office of (DEPARTMENT) I am interviewing today, Monday, May 2nd, and will not be able to get back to you until after (TIME). If you require assistance in the meantime please call (TELEPHONE NUMBER). Thank you. (16 seconds)

WEEKLY
Hello, this is (NAME). For the week of (DATE) I will not be available on Monday morning or Thursday afternoon, but should be in my office the remainder of the week. If you require assistance during my absence please call (TELEPHONE NUMBER). Thank you. (20 seconds)

EXTENDED ABSENCE
Hello, you have reached the office of (NAME) I am not in today but will be back in the office on (DAY OF THE WEEK) the (DATE). Will you please call back then? If you need assistance before then please call (TELEPHONE NUMBER). Thank you. (15 seconds)

Hello, this is (NAME). I’m sorry I am unable to answer your telephone call. I am on leave from (DATE) until (DATE) and will not be checking my voice mailbox. If you require assistance in my absence please contact (TELEPHONE NUMBER). Thank you. (19 seconds)

Hi - (name) - (school name). I’m sorry I’m not available as I’m overseas until (DAY AND DATE). If you have any business which requires my immediate attention please call (TELEPHONE NUMBER). If you have a fax machine available please send me a fax (FAX NUMBER) and I will attend to it as soon as I return. Thanks for your consideration. Cheers now. (26 seconds)

EXTENDED ABSENCE - CHRISTMAS CLOSEDOWN (OR OTHER EXTENDED) PERIODS
Thank you for calling. You have reached (DEPARTMENT). The University is officially closed over the Christmas-New Year period. I will be back in my office at 8:00 AM, Monday, January _ 19_. Will you please call back then? Thank you and have a happy holiday season. (18 seconds)

DIVERSION ON BUSY TO SECRETARIES MAILBOXES
Hello, this is (NAME) of (DEPARTMENT). I’m on another call at the moment but please don’t hang up until you leave your name and your telephone number and I will call you back in (AMOUNT OF TIME (make sure you can meet the time)) or so. Thank you. (12 seconds)

Hello, your have reached NAME AND DEPARTMENT). I’m presently on a call with someone else and I am unable to speak to you personally. However, if you will leave your name and telephone number I will call you back in (TIME) or so. Thank you. (13 seconds)

SOME WAYS TO HELP PEOPLE WHO CALL YOU FEEL COMFORTABLE LEAVING MESSAGES

Update your personal greeting regularly.
In your greeting, let callers know when you will return their call.
Include information in your greeting about how callers can reach a colleague who can help them if you are not available.
If you will be away from the office for an extended period, on business or leave, let callers know and tell them how to reach a colleague who is taking your calls.
Tell your callers how they can easily reach someone in real time if their call is urgent. BUT, make sure an operator or receptionist is available to answer the line during normal business hours.
Pause for 1 - 2 seconds before you record your greetings so that if your mailbox receives a STD call the beginning of your greeting, particularly your name, is not drowned out by the STD pips.

SUGGESTIONS WHEN CONSIDERING THE COMPOSITION OF YOUR GREETING

Try keeping your recording to a maximum of about 15 seconds.
Do not say “operators are busy” - instead tell callers operators are aware of their call but are attending to others, etc.
Do not say “you have been placed in a queue” - instead ask callers to hold.
Wait at least 1-2 seconds before commencing recording your greeting. This gives time for the call to be answered and for the caller to be receptive. Also, it allows the STD pips to be heard and not recorded over.
Take your time while recording, and sound sincere.

OTHER PHRASES YOU MAY WISH TO CONSIDER

Did you know that we . . .
You can also contact us on . . .
If you prefer to fax your inquiry to us, you can do so on . . .
Thank you for calling. One of our reps will be with you shortly.
Thank you for waiting, we appreciate your patience. One of our reps will (be with) (attend to) you shortly