Telephony Scripts – On Hold Messages and Voicemail

Writing an engaging, positive script is key to your on hold success.

You have your callers attention and it’s time to tell them about your services and products. On hold messages is a valuable marketing tool that you should take full advantage of.

Things to consider when you write your on hold messages script:

  • Why are your callers on hold?• What do they have in common?
  • What could you say to benefit your caller?
  • Do you have any special offers or promotions that your callers will buy into?
  • Is there a ‘must have’ service or product that will excite your caller?
  • Have you won any awards or gained recognition for products or customer service?
  • How can you use the time your caller is on hold to generate awareness and sales?
  • Once you have your script, always us a professional female or male voiceover.

It is vital that you put your most important messages first, it’s all about interest and impact. It is a ‘Fact’ that 90% of callers put on hold without dialog or music will hang up within the first 40 seconds and 34% of those callers will be lost forever. Callers stay on hold up to three times longer with on hold messages.

Every second counts so use your time wisely. Your on hold messages are an asset to your company and can help your business grow.


Here are a selection of On Hold Message scripts.

Script 1

Thank you for calling (Your Company):

For Sales – Press 1
For Customer Support – Press 2
For Accounts – Press 3
For all other enquiries – Press 4, or hold and you will be connected to an operator.


Script 2

Thank you for calling (Your Company)  our opening hours are:
Monday to Friday  9am to 5:30pm
Please call back at these times or press 3 to leave your message  and we’ll get back to you.


Script 3

Thank you for calling (Your Company)

You now have 3 options:

  • For Billing Enquiries – Press 1
  • For New Customers – Press 2
  • For Customer Service – Press 3

You now have 4 options:

  • If you would like register a new service cal – Press 1
  • If you are expecting an engineer today and would like an estimated arrival time – Press 2
  • To cancel or re-arrange an engineers visit – Press 3
  • For Emergencies and all other enquiries – Press 4


Script 4

Welcome to (Your Company)
Please hold and one of our consultants will be with you shortly.
Please note: Calls are recorded for monitoring and training purposes.
Our support team are busy due to a high number of calls.
Please hold and you’ll be connected to a member of staff shortly.
Alternativily please submit your query through forward slash support for further assistance.

Thank you.


Script 5

Thank you for calling (Your Company),

All our lines are busy at the moment, please hold and you will be connected to an operator as soon as possible.

Thank you for holding, the next available operator will be with you shortly.

You are currently ‘7th’ in the queue

All our customer service advisers are busy. Due to currrent high volume of calls,  it may be some time before an adviser is able to take your call.  either continue to hold or press 1 and leave your details and we will call you back later today.


Script 6

Thank you for calling ‘(Your Company)’

All our lines are busy at the moment

A sales adviser will be with you shortly

To take advantage of our 3 for 2 offer, remember to say ‘Monkey, Monkey’ at the start of your call.

Your call is important to us, please hold and an advisor will be with you shortly.


headset keyboard on hold message-

 Get in touch today…

Get in touch today

or use the Contact Caroline page


Script 7

(with specific second gaps between prompts)

Thank you for calling (Your Company), we look forward to serving you shortly.

Music 10 secs

We are committed to providing you with the solutions you need.

Music 4 secs

Our priorities are service, quality and customer satisfaction.

Music  4 secs

Our ranges include ‘range one’, ‘range two’, ‘range three’ and ‘range four’ and associated products.

Music 10 sec

Thank you for being patient while we attend to you.

Music 10 secs


Script 8

Thank you for calling  your company. We provide a comprehensive customer support service which can be contacted at this time by redialing 0845 1234 567

For other requirements our standard business hours are 8am to 8pm, Mon to Friday Please either call back or leave a message with your contact details and we will return your call as soon as possible

Welcome to IT Support

Please hold while your call is transferred to the next available support agent

Unfortunately, the customer support desk is closed at the moment. For business critical issues we do offer a 24-7 service by calling 0845 1234 567 This service may incur additional costs

For all other enquiries .. please leave a short message along with your contact details and we will get back to you as soon as the office reopens


Script 9

Thank you for calling your company name

You can keep up to date with all the latest offers, news and events happening all year round by following us on facebook and twitter, just search your company .

Don’t forget our website is a hub of information too, and features all of our leisure activities, restaurants, bars and great shopping – all under one roof!

Music  5 secs

Sorry for the delay, one of the team will be with you as soon as they’re free. If you’re a thrill seeker and up for a vertical challenge then a visit to Vertical chill is a must, come and experience Utah inspired rock climb & Sky Park the amazing aerial assault  course, whether you are a beginner or expert our range of  routes for all level to excite you. To find out more visit

Music  5 secs

After a busy day, it’s time to relax and refuel, and we’ve got just the place to do it; from Bella Italia & TGI’s, to Nandos and Pizza Express, there are no less than 11 eateries all under one roof, ready and waiting to tempt your taste buds next time you visit! For a full list of what’s on offer visit

Music  5 secs

If it is outdoor clothing, gear & equipment you require then your company name is your Ultimate Retail Destination! There’s expert, friendly advice on hand too if you need it! From Bikes to boots, gloves to goggles we have everything you could ever need for the great outdoors, all year round to suit all budgets. For a full list of retailers please 8 or visit