Telephone and Voicemail Greetings

In an effort to provide prompt and courteous customer service to our families and community members, we are providing information on communicating using the phone system. You are also asked to update your outgoing voice message according to the information below.

OFFICE/SCHOOL TELEPHONE PROTOCOLS & REQUIREMENTS

Generally, all phones should be answered within three rings and not be answered by an automated phone system during normal business hours.

The voicemail greeting for all main numbers should be an "after-hours" greeting that clearly states when callers can expect to reach a helpful person at that line. All voicemail greetings should include the following information:

·      Department/Office hours of operation

·      Options for the caller (e.g., leave a message and website address)

·      An alternative number where someone can assist until you return.

All calls should be returned within 24 hours or the next business day.

SAMPLE VOICE: MAIL MESSAGE FOR ALL MAIN LINES IN SCHOOLS and DEPARTMENTS.

Thank you for contacting the Normandy Schools Collaborative. You have reached the voicemail box of ________School/Department/staff. Our normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Please leave your name, number, and a brief message, and someone will return your call within 24 hours. For additional information about our school/department, visit Normandysc.org.

Thank you for calling (Name of School or Department)

 

STANDARD VOICEMAIL MESSAGE FOR ALL OTHER NSC PHONES:

·      Every NSC desk telephone and cell phone must have a professional, concise voicemail greeting that conveys relevant and useful information to the caller.

·      All desk/cell phone voicemail greetings should include:

o   Name of employee

o   Title of employee

o   Department

o   Telephone number to dial for immediate assistance.

o   A statement indicating that calls will be returned within 24 hours or the next business day.

 

MANDATORY ‘OUT OF OFFICE’ VOICEMAIL GREETING FOR ALL EMPLOYEES:

Every employee who will be out of the office for more than two business days must:

·      Record an extended absence greeting. This greeting should outline the expected return date and,

·      Provide contact information for an alternative contact in the office/department so they can speak with someone in your absence.

Sample Extended Absence Message: Thank you for contacting the ________School/Department. You've reached the voicemail box of [State your name] in the [Identify your school/department.] Currently, I am on leave and will return to the office on [expected date of return]. If you wish to leave a message, please leave your name, number, and a brief message, and I will call you when I return. If you need immediate assistance, please call [state the name of an alternate point of contact]. Again, thank you for calling. Have a great day.