Good Vs. Bad Scripts

Especially to those who haven’t had any experience in the recording industry, there are several considerations to bear in mind when you’re deciding what you want your message to include and how to get that down on paper.

In this blog, you’ll read actual, real-life scripts submitted by a genuine business, (the name has been changed for obvious reasons) so that you can understand where others have stumbled, so you don’t have to!

“Freeman Rede Solicitors” is a family run law business that deal in various legal specialisms. After losing their receptionist, the firm’s decision makers agreed to order a new Messaging on Hold Auto Attendant Message to direct calls accordingly, instead of hiring a replacement.

Whilst many scripts are great from day-one, it took several re-drafts of the original script before it was ready for recording so, if you want to create the best possible Messaging on Hold, check out the issues with each of “Freeman Rede Solicitors’” messages to make sure you don’t make the same mistakes!

Draft 1

What’s the problem?

There’s no courtesy text to let customers know they are valued and complicated pronunciations that may not be recorded as expected. Also, the greeting is very brief and distant.

What’s the solution?

Imagine all callers have never spoken to your business before and remember not all callers will be English experts! Also, include notes for the recording artist if your messaging contains non-standard or complicated pronunciations.

Draft 2

What’s the problem?

Military time may not be the best way to inform your customers of opening hours and remembering an email address or website may be difficult for people without a pen and paper to hand.

What’s the solution?

Write EVERYTHING as you want it to be said. Also, leverage existing services like google to make your advice simpler and easier to follow.

Draft 3

What’s the problem?

Adding more information is fine, but too much can become disengaging for callers, pushing callers away, especially long lists that are boring and hard to remember.

What’s the solution?

Bring callers closer by choosing 1 or 2 USPs that really push your message and stay concise.

Final Draft

In this final draft, the long list has been replaced with appealing features and a concise description of the business that will appeal to its callers.

Callers are acknowledged, the recording artist knows how to pronounce non-standard spellings (as do the callers) and the language used is accessible and easy to follow for those with bad reception or for whom English isn’t their first language.

Messaging on Hold is the best opportunity you have to inform customers about your products and services, as you have a captured audience already interested in speaking with you. Engaging with your callers about what makes your business better than the competition instead of listing off every product you stock, whilst letting them know how passionate you are about your products and services is the best way to introduce your business. What’s more, Messaging on Hold offers a scalable and repeatable introduction that ensures callers hear the right introdcution, every time.


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