You’re running a business. The phone rings. Maybe you’re on another line, in a meeting, or simply stepped away from your desk for a moment. What happens next?
For many businesses, the answer is the dreaded voicemail.
If you're wondering, "What's the problem with leaving a voicemail?", know that 80% of your callers will not leave a voicemail once they reach it. But more on that later.
We’ve all been there, haven’t we? That feeling of leaving a message and wondering if it will ever be heard. As a business owner, that’s a feeling you absolutely want to minimize for your callers.
I’ve been in the call handling industry for decades, and I’ve seen firsthand the impact (both positive and negative) of how businesses handle their incoming calls. And while voicemail has its place, relying on generic, outdated greetings or, worse, solely on voicemail as your primary point of contact, can be detrimental to your business.
So, what makes for a good business voicemail greeting? What are the best practices, the scripts that actually encourage callers to leave a message and feel confident they’ll be heard? Well, that's what we're going to be looking at today. And we're going to start with what you're here for:
In my experience, the voicemail greetings that work best are those that are specific, timely, and sound current.
Think about it from the caller’s perspective. When you hear a generic greeting that sounds like it was recorded years ago, it doesn’t exactly inspire confidence that someone is actively monitoring that mailbox.
That’s why I often recommend a greeting that incorporates the current date. It immediately signals to the caller that this message is recent and likely being checked regularly.
Here’s an example of a highly effective greeting:
“Hi, this is Aaron Boatin with Ambs Call Center. Today is [Insert Current Date]. I must have stepped away from my desk momentarily. Please leave a detailed message after the tone, including your name, phone number, and the reason for your call. I’ll be sure to return your call as soon as I’ve had a chance to listen to your message. I look forward to speaking with you!"
Why does this work so well? Several reasons:
<While the date-specific greeting is a winner, there are a few other effective voicemail greeting scripts you might consider, depending on your specific needs and industry. You may have even seen them mentioned in other blogs. We're here to tell you the reasons why you should avoid them.
“Thank you for calling [Your Company Name]. We are currently unable to answer your call. Please leave your name, phone number, and a brief message, and we will return your call as soon as possible.”
While this greeting is polite and provides basic instructions, it lacks any real personal touch or a sense of urgency on your end. It's very generic and doesn't offer any reassurance beyond a promise to "return your call as soon as possible." In a world where instant gratification is often expected, this can sound too vague. Callers might wonder how soon is "as soon as possible"? Will it be hours? Days? This lack of specificity can leave them feeling like their call isn't a high priority. Also, it just doesn't offer any alternatives or immediate solutions for urgent issues.
“You’ve reached [Your Name/Department] at [Your Company Name]. Our current office hours are [State Your Business Hours]. If you’re calling within these hours and have reached this voicemail, all of our representatives are currently assisting other callers. Please leave your name, number, and a brief message, and we will get back to you shortly. For urgent matters outside of business hours, please [Provide Instructions if Applicable, e.g., visit our website or call our emergency line].”
The one good thing about this greeting is that it provides plenty of information. But, it still ultimately leads to a delayed response for callers reaching you during business hours.
Hearing that "all of our representatives are currently assisting other callers" can be frustrating, especially if the caller's issue feels urgent to them. It essentially tells them, "We're busy with other people, so you have to wait." While providing an emergency contact is good, it doesn't address the needs of those calling within business hours who require more immediate assistance than a voicemail can provide. Relying on this as your primary answer can lead to a backlog of voicemails. And they can and will overwhelm your team when they finally get around to returning calls.
“You’ve reached the [Specific Department, e.g., Sales Department] at [Your Company Name]. Our team is currently unavailable. Please leave a detailed message outlining your inquiry, along with your name and contact information, and the appropriate representative will return your call.”
While directing the caller to the correct department is a good initial step, immediately hitting them with a voicemail can be jarring. It assumes your caller knows exactly who they need to reach (and can articulate their often complex inquiry) in a short voicemail message.
This can be frustrating for the caller. What if they're not sure which department they need? What if their question requires a back-and-forth conversation to clarify? Relying solely on departmental voicemails prevents callers from getting the immediate guidance they need. It also puts the burden on the caller to provide a "detailed message". This can be time-consuming and still may not capture all the necessary information effectively!
“[Your Name/Company Name]. Please leave a message after the tone.” (Use this sparingly, as it lacks the personal touch and reassurance of other options.)
You might like how efficient it is, but it can come across as cold, impersonal, and even dismissive to your callers. It offers absolutely no reassurance, no apology for missing their call, and minimal guidance. It essentially says, "You've reached us, we're not here, figure it out." It doesn't foster any sense of connection or value for the caller's time.
It conveys a lack of care and can damage your brand reputation. Plus, with competition being as tough as it is right now, you don't want someone else picking up a lead because you left a very negative impression.
Regardless of the specific script you choose, there are a few key elements that every effective business voicemail greeting should include:
Now, while a well-crafted voicemail greeting is essential for those times when you can’t answer the phone, I need to be clear:
Relying solely on voicemail as your primary method of handling incoming calls is a dangerous game for most businesses.
Think about your own experiences as a customer. How often do you leave a voicemail and feel completely confident that your issue will be addressed promptly? Like we said earlier, if you're like most callers, you won't leave a voicemail.
Callers often prefer to speak to a live person, someone who can answer their questions immediately. You should be able to provide that human connection that builds trust and loyalty. But what can you do?
It’s also important to understand that voicemail doesn’t have to be an all-or-nothing solution. In advanced call handling workflows, voicemail can be used and integrated without being the primary point of contact.
For instance, we've set up some of our clients with a system where a live agent works with their voicemail box for confidential purposes. How? First, the live virtual receptionist answers the call initially and assists the caller. Then, if the caller needs to provide very specific, detailed, and classified information that’s best delivered in their own voice, the agent can transfer them to a dedicated voicemail box. This ensures that human connection is made first, while still making sure the caller get's exactly what they want.
We also use a tool called voicemail pre-screen! It saves many of our clients money by cutting down the time spent on call while delighting more callers. You can learn more about voicemail pre-screening here!
Another great instance of a setting up pre-screening for job application lines.
Voicemail can be effectively used in HR processes, such as for job application lines. You can have a specific greeting asking applicants to leave a brief message outlining their qualifications and why they’re interested in the position. This allows you to listen to their communication skills and initial interest before investing time in reviewing resumes.
A voicemail, like any other tool, needs to be wielded appropriately.
Think about the frustration you feel when you call a business and are immediately sent to voicemail. It can create the impression that your call isn’t a priority. Now, consider the experience of a caller who is greeted by a friendly, helpful live agent who can address their needs right away. The difference is significant.
If you’re currently relying heavily on voicemail, I urge you to consider the alternatives. Investing in solutions that put live interaction first can transform your customer experience. You can learn more about the solutions to this communication gap through the educational resources below. And remember, don’t let silence speak volumes to your callers.
Educational Resources
3 alternatives to forwarding calls from your business' number?