20 Professional Phone Script Examples
Ready-to-use scripts for greetings, on-hold, IVR and voicemail. Sorted by industry: medical, real estate, e-commerce, SME.
TL;DR: A good phone script runs between 8 and 15 seconds for a greeting, 30 to 45 seconds per on-hold segment and never exceeds 4 IVR options per level. Here are 20 ready-to-use scripts, sorted by type and industry (medical, real estate, e-commerce, SME).
A poorly written greeting is a customer who hangs up. No second chances. The script makes the entire difference between a professional image and an amateurish impression. Yet many businesses still improvise their messages or recycle generic wording that tells the caller nothing useful.
You’ll find 20 concrete scripts below, sorted by type and industry. Every example is ready to adapt, with an estimated duration and usage context. Medical practice, estate agency, e-commerce, general SME — take what fits and make it your own.
For the principles behind a solid message, see the complete guide to professional phone messages.
What scripts should you use for a pre-answer greeting?
A good pre-answer runs between 8 and 15 seconds, identifies the business within the first few seconds and never exceeds three menu options. It’s the first vocal contact with your company. It triggers before anyone picks up. Its job: reassure the caller and confirm they’ve dialled the right number. Beyond 15 seconds, the caller mentally checks out.
For a detailed guide on crafting an effective greeting, see how to create a phone greeting message.
Medical practice
Script 1 — General practice
Hello, you’ve reached the office of Doctor Martin. We see patients Monday to Friday from 8:30 AM to 6 PM. Your call will be handled shortly. Thank you for holding.
Estimated duration: 10 seconds. Use: standard pre-answer during business hours.
Script 2 — Specialist with document reminder
Hello and welcome to the ophthalmology practice of Doctor Renard. Please remember to bring your ID and insurance card to your appointment. A team member will take your call. Thank you for holding.
Estimated duration: 12 seconds. Use: standard pre-answer. Mentioning required documents reduces no-shows and forgotten paperwork.
Real estate
Script 3 — Local agency
Hello, you’ve reached Dupont Properties in Liege. Whether you’re looking to buy, sell or rent, our team is here to help. Please hold, we’ll be right with you.
Estimated duration: 10 seconds. Use: general pre-answer. Listing services helps the caller confirm they’ve called the right place.
Script 4 — Premium agency
Welcome to Heritage & Associates. Thank you for your call. An advisor will be with you shortly. To browse our available properties, visit heritage-associates.be.
Estimated duration: 11 seconds. Use: service-oriented pre-answer. The website reference filters out basic information requests.
E-commerce and customer service
Script 5 — Online shop
Hello, welcome to NordExpress. For order tracking, please have your order number ready. An advisor will be with you shortly. Thank you for holding.
Estimated duration: 9 seconds. Use: customer service pre-answer. Asking for the order number upfront speeds up handling.
Script 6 — Technical after-sales
Hello, you’ve reached SolarTech technical support. Our technicians are available Monday to Friday from 9 AM to 5:30 PM. Please have your product reference handy. We’ll take your call shortly.
Estimated duration: 11 seconds. Use: support pre-answer. When the caller already has their product reference at hand, everyone saves time.
General SME
Script 7 — B2B services
Hello, you’ve reached Arcadis Consulting. We’re handling your call as a priority. Please hold, a team member will be right with you.
Estimated duration: 8 seconds. Use: minimalist pre-answer. Short, clear, professional. More than enough for an SME that picks up quickly.
Script 8 — Tradesperson or sole trader
Hello, you’ve reached Lambert Joinery. I’m probably in the workshop or on a job site. Please hold, I’ll get back to you as soon as possible. You can also leave a message after the tone.
Estimated duration: 10 seconds. Use: pre-answer suited to hands-on trades. A personal tone works far better than corporate formality for a sole trader.
What scripts should you use for an on-hold message?
An effective on-hold message alternates voice and music every 30 seconds, delivers useful information in each segment and reassures the caller that someone will eventually pick up. The on-hold message takes over once the caller is placed on hold. It’s the trickiest moment: with nothing to listen to, the perceived wait stretches. A good on-hold message delivers useful information and reassures the caller that someone will get to them.
For a deeper dive on music and on-hold messages, see the on-hold music and message guide.
Short message
Script 9 — 30-second hold
Thank you for holding. A team member will be with you shortly. In the meantime, did you know you can book an appointment directly on our website?
Estimated duration: 8 seconds (reading), filled with hold music up to 30 seconds. Use: short queue, standard SME.
Informative loop
Script 10 — 2-minute loop with practical information
[Segment 1 — 0:00] Thank you for holding, your call will be handled shortly. Our office hours are Monday to Friday, 9 AM to 5:30 PM.
[Music — 20 seconds]
[Segment 2 — 0:30] Did you know that most tasks can be completed online? Visit our client portal to view your invoices, update your details or track your requests.
[Music — 20 seconds]
[Segment 3 — 1:10] We handle every call with care. If your wait is longer than expected, you can leave a message and we’ll call you back the same day.
[Music — 20 seconds, then loop back to segment 1]
Estimated duration: 2-minute loop. Use: longer queues. Alternating speech and music makes the wait significantly more bearable than music on repeat.
Promotional message
Script 11 — Hold with current offer
Thank you for holding. While you wait, here’s something you might find useful: until 31 March, get 20% off our maintenance products by mentioning the code SPRING. Details on our website.
Estimated duration: 10 seconds (reading). Use: hold with a commercial element. Use sparingly: one promo message per loop, otherwise it turns into forced advertising.
How to structure an IVR voice menu?
A well-designed IVR follows three rules: maximum 4 choices per level, 2 levels deep and always an option to reach a human. The interactive voice menu (IVR) routes callers to the right person. The golden rule: no more than 4 choices per level, 2 levels deep at most. Each option should be worded so the caller knows instantly which one to pick.
Bilingual menu
Script 12 — French/Dutch
Bonjour. Pour le francais, appuyez sur 1. — Voor Nederlands, druk op 2.
[After selecting 1 — French] Welcome to TelCom Solutions. For sales, press 1. For technical support, press 2. For accounting, press 3. To speak with a team member, please hold.
[Na keuze 2 — Nederlands] Welkom bij TelCom Solutions. Voor de verkoopdienst, druk op 1. Voor technische ondersteuning, druk op 2. Voor de boekhouding, druk op 3. Om met een medewerker te spreken, blijf aan de lijn.
Estimated duration: 8 seconds (language selection) + 12 seconds (menu). Use: Belgian business with French-speaking and Dutch-speaking customers. Offering the language choice first avoids frustrating callers.
Trilingual menu
Script 13 — French/Dutch/English
Pour le francais, appuyez sur 1. — Voor Nederlands, druk op 2. — For English, press 3.
[Menu continues in the selected language, same structure as script 12]
Estimated duration: 6 seconds (language selection) + 12 seconds (menu per language). Use: Belgian business with international clientele. The language choice should be as brief as possible: 3 languages, 3 buttons, no frills.
Medical menu with emergencies
Script 14 — Practice or clinic
Hello, you’ve reached the Coteaux Medical Centre. In case of medical emergency, hang up and call 112. To book an appointment, press 1. For test results, press 2. For all other enquiries, press 3.
Estimated duration: 14 seconds. Use: medical practice or clinic. Directing to 112 first is an ethical obligation. It also prevents emergency calls from clogging the regular queue.
What message should play outside business hours?
An effective after-hours message communicates three things in under 15 seconds: when to call back, how to reach you otherwise and how to leave a message. It triggers outside business hours. The caller needs to understand three things in seconds: when to call back, what to do in the meantime and how to leave a message. Letting a phone ring into the void is the surest way to lose a customer.
Closing with hours
Script 15 — Standard hours
Hello, you’ve reached Meridian Ltd. Our offices are currently closed. We’re available Monday to Friday from 8:30 AM to 5:30 PM. You can leave a message with your contact details after the tone, and we’ll call you back at the next opening.
Estimated duration: 13 seconds. Use: daily closing. Giving the hours prevents a pointless second call.
Holiday closing
Script 16 — Annual leave
Hello, you’ve reached Verso Architecture. We’re on holiday from 24 December to 2 January inclusive. For any urgent matter regarding an ongoing project, you can reach Mr Claes at 04 97 12 34 56. We’ll pick up messages from 3 January.
Estimated duration: 14 seconds. Use: extended closure. An emergency contact and a precise return date eliminates uncertainty.
Weekend closing
Script 17 — Weekend
Hello, our offices are closed for the weekend. We’ll be taking calls again from Monday at 9 AM. You can leave a message after the tone or email us at info@example.be. See you Monday.
Estimated duration: 10 seconds. Use: weekend closing. Offering an alternative channel like email gives the caller an immediate option.
Medical after-hours
Script 18 — Doctor on call
Hello, Doctor Janssen’s practice is currently closed. In case of life-threatening emergency, call 112. For the on-call doctor in your area, dial 1733. For a non-urgent request, leave a message with your name and phone number after the tone. We’ll call you back when consultations resume.
Estimated duration: 15 seconds. Use: medical practice after-hours. 1733 is the on-call doctor number in Belgium. This message covers all three scenarios: emergency, on-call and standard request.
What scripts work for queues and automatic callbacks?
Two scripts for situations beyond the usual, but that tangibly improve the caller experience.
Numbered queue
Script 19 — Queue position
Thank you for holding. You are currently in position 3 in the queue. Your estimated wait time is 4 minutes. If you’d prefer a callback, press 1 and we’ll contact you in queue order.
Estimated duration: 10 seconds. Use: call centre or high-volume customer service. Giving the position and estimated time reduces abandonment. The callback option is a real plus. Note: this script requires integration with your phone system to display the position in real time.
Automatic callback
Script 20 — Callback offer
All our advisors are currently on the line. Rather than waiting, you can press 1: we’ll keep your place and call you back at the number you’re calling from. Otherwise, stay on the line and we’ll take your call as soon as possible.
Estimated duration: 10 seconds. Use: peak call times. Automatic callback remains the best weapon against queue abandonment. The caller keeps their place without staying glued to the phone.
How to adapt these scripts to your business?
These 20 scripts are starting points, not copy-paste finals. Here’s how to adjust them.
Replace names and details
It sounds obvious, but it’s the first step: insert your real hours, company name and website address. Read aloud to check that everything sounds natural with your own information.
Match the register to your industry
A law firm doesn’t talk like a car garage. The scripts above use a neutral professional register. If your customers are more laid-back, lighten the wording. If they expect formality, strengthen the formal address and add courtesies.
Test the actual duration
Read each script aloud with a stopwatch. Natural reading speed runs around 150 words per minute. A 40-word script takes roughly 16 seconds when recorded by a professional. Your greeting exceeds 15 seconds? Trim it. Your hold loop is only 20 seconds before it repeats? Extend it.
Update regularly
A message mentioning summer hours in the middle of January signals neglect. Plan a quarterly review of all your messages: hours, promotions, emergency numbers, staff names. These details matter more than most people think.
Platforms like VoiceLab let you generate and update your messages in minutes through voice synthesis, without booking a recording studio for every change.
Frequently asked questions
What’s the ideal length for a phone greeting?
Between 8 and 15 seconds. Below that, the caller doesn’t have time to understand where they’ve called. Above that, they get impatient before being connected. The pre-answer should be the shortest message in your entire phone setup.
Should the on-hold message be different from just music?
For holds under 20 seconds, music alone is fine. Beyond that, alternate music and informational messages. A caller who hears a voice every 30 seconds knows the line is active and their call hasn’t been forgotten. It significantly reduces hang-ups.
How many options should an IVR menu have?
Four maximum per level, two levels deep at most. Every additional option reduces the likelihood of the caller making the right choice on the first try. If you need more than four options, group by broad categories and refine at the second level.
Can I use text-to-speech instead of a studio recording?
Current text-to-speech engines produce a natural, professional result that’s hard to distinguish from a studio-recorded voice. The big advantage is responsiveness: you modify your script, regenerate the audio, and it’s live within a minute. No need to coordinate a studio, a voice actor and a schedule.