Virtual phone numbers that forward calls are active on our Interactive Voice Response system.

This IVR performs tasks based on instructions given by the caller – by pressing a key or speaking a message.

For you, this form of automation is very convenient: employees can now spend their valuable time on other tasks.

Many tasks performed by the IVR involve playing announcement messages. There are many different types of announcements that can be played at various points during a call.

You can precisely configure which announcements should be played at what time. Below is a list of the most commonly used announcements, followed by some tips for optimal results.

Welcome Message

This is the first message callers hear when they connect to your phone number. It’s an important message because it creates the first impression. Use this opportunity to deliver a friendly message that welcomes callers and puts them at ease.

If you use a menu selection, this message is essential. For each option within the menu, the caller hears a message: “Press 1 for…, press 2 to speak with the department…” When the IVR finally connects the caller to an agent or department, it also plays a message (“You are now being connected to…”). Don’t forget to record a message for callers who don’t make a selection, such as: “You didn’t make a selection or your selection wasn’t recognized…”

Queue Message

Is a caller on hold because all agents are busy? For a caller, this can be a frustrating experience, but with the right messages, they’ll know what to expect and will be less likely to hang up: “There are…callers ahead of you.”

If the maximum wait time is reached, you can give callers the option to leave a message. This is kinder than asking them to call back.

Digital Voicemail Announcement

This message informs callers that they can leave a message after the beep. Tip: also explain what will happen after they leave a message. Callers prefer to hear that their message will be listened to and that you’ll get back to them quickly.

Closed or Opening Hours Announcement

This message informs callers about your opening hours and is played after business hours.

Postal Code Routing Announcement

For postal code routing, the caller needs to enter the first digits of their postal code. The message asks the caller to do this and explains why: “…so we can connect you to the nearest branch.”

A Good Voice for Your Announcements

There are three options for providing announcements:

  • Record them on your mobile phone. Save the audio file and email it to us.

  • Provide us with the text you want callers to hear, and we’ll have it recorded by a professional voice actor. This incurs costs charged by the voice actor (expect one-time costs of 100-150 euros).

  • Provide us with the text you want callers to hear, and we’ll have it spoken by our text-to-speech bot. This sounds nearly perfect and has been the most chosen option in 2023.