Nortel Networks Call Center Telephone - Manual (Page 35)

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Call Center Telephone Administration Guide
Chapter 4
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. If you use Basic Call
Center you can record a maximum of 30 Call Center greetings, or 50 greetings if you use
Enhanced Call Center.
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
Types 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 tells callers 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.”
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.“
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.”