This post will start with a few quick rules-of-thumb to help you create a professional and effective call menu. If you don’t have time for my rhetoric, then please feel free to skip down to the good stuff.
When labeling menu options, be concise and get to the point.
Like a voicemail greeting, a good menu prompt immediately tells the caller where this option will send them and quickly states what number they should press.
Don’t be afraid to add more specific options, rather than fewer, general options.
Most people are willing to wait just a little bit longer for the right prompt, and even if you only have 2 agents, you can break the menu into a bunch of specific departments and route multiple options to the same agent.
Use a calm and even tone.
In the same way that callers on hold react better to calming music, it helps to use a relaxed and even tone when recording messages for your auto attendant. This is why it’s a good idea to hire a professional to record these messages for you.
Our partners at Voicebunny provide professional recordings for any purpose, in a variety of languages.
Give it a personal touch.
Call menus sound pretty much the same for any business, which is why this is a good opportunity to stand out by making your recordings sound unique.
Putting together the phone tree for your business is not brain surgery, and I’m sure everyone reading this is more than capable of creating their own menu options. If you’re looking for some new ways to do it, however, the following examples will give you a few different styles to consider.
CALL MENU EXAMPLES:
1. Standard Call Menu Sample
“For sales, press 1.”
“For support, press 2.”
“For hours of operation, press 3.”
“To speak with a representative, press 0.”
2. Energetic Call Menu Sample
“For information about our outstanding products, press 1!”
“For expert help with any trouble you’re having with your product, press 2, and we’ll get to the bottom of it.”
“To find out what hours we’re open, and when we’re closed, press 3.”
“To speak with a real live person, press 0.”
3. Formal Call Menu Sample
“For all inquiries related to sales, press 1.”
“For all technical issues concerning your product, press 2.”
“For information regarding hours of operation and location, press 3.”
“For assistance with your account, press 4.”
“To speak with a customer service agent, please press 0.”
4. A New Twist on the Standard Call Menu
“If you want to buy something from us, or have questions before you buy, Press 1.”
“If you already bought something, and you’re having issues with what you bought, Press 2.”
“Are we open or closed? Press 3 to find out.”
“To hear about our next big thing, press 4.”
“If you can’t stand the sound of my voice anymore and want to speak with a real human, press 0.”
5. Detailed Menu Sample
“If you are new to [your business] and have general questions about products, including pricing information, press 1.”
“If you are already a customer and have questions about your purchase, press 2.”
“For help with setting up your account or to revise account information, press 3.”
“For problems with product performance or quality, press 4.”
“To reach technical support, press 5.”
“For hours of operation, press 6.”
“For the location of the store nearest you, press 7.”
“To reach our automated suggestion box, press 8.”
“For alternate channels to contact us, press 9.”
“If you need to speak with a representative about anything else, please press 0.”
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Stephanie is the Marketing Director at Talkroute and has been featured in Forbes, Inc, and Entrepreneur as a leading authority on business and telecommunications.
Stephanie is also the chief editor and contributing author for the Talkroute blog helping more than 100k entrepreneurs to start, run, and grow their businesses.