Basic Features
The Call Routing Tab 127
3.12.3 Tips for Recording Greetings and Prompts
Greetings and prompts create the first impression that callers have of a busi-
ness, so it's important to keep in mind these basic tips when making custom
recordings.
3.12.3.1
GREETING TIPS
• Be polite and gracious—the cornerstone of a good voice interface. A sys-
tem of greetings and prompts that are respectful of callers and their needs
may help build good business relations.
• Be brief and concise—make every word count. Avoid including additional
information in a greeting, such as promotions, disclaimers, lists of employ-
ees, and so forth.
3.12.3.2
AUDIO RECORDING TIPS
Recording a greeting may take some practice. Expect to record it several times
before deciding on the final version.
When recording, speak the entire phrase at a consistent, moderate speed.
• Speaking too quickly may cause callers to misunderstand the greeting con-
tent.
• Speaking too slowly may cause regular callers to become impatient waiting
for the greeting to finish before they can speak.
• The final recording should not contain unintentional pauses or verbal stut-
ters (such as “uh…”).
Practice saying the greeting several times before beginning the recording. The
final recording should sound as professional as possible, and practice helps
find the right speed, tone, and delivery.
When recording, choose a tone of voice that matches the personality of the
business. If the business is a neighborhood bakery, a friendly, informal tone
may be appropriate. If the business provides financial services, however, a
more professional, formal tone is advisable.
3.12.3.3
TESTING TIPS
• Listen to the recording before saving it.
• After saving it, call the business to experience the greeting as callers will
experience it. Try to imagine how your callers will react to it: Is it too short
or too long? Is it easy to understand?
The greeting is the voice of the business, you may want to ask a few callers for
their opinion of the recording.
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