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Phone audio for IT support companies

When one thing goes down, everybody rings at once. What plays while they wait can tell them you already know about it, which is most of what they wanted to hear.

Start your recordingHear the Australian voices

Why it matters here

Everything is urgent to the person ringing

  • One outage, forty calls

    Mail stops for an hour and every client rings within ten minutes of each other. A hold message that says you are aware of it and working on it turns forty interruptions into forty people who will wait, and it costs you one recording.

  • Not every caller needs a person

    A password reset, a printer that has dropped off the network and a request for a new starter account are not the same call as a server that will not boot. A short menu puts the third one in front of somebody immediately.

  • Your hours and your cover are different things

    Clients rarely remember what their agreement says about after hours. An evening message that states plainly whether tonight is covered, and how to raise something genuinely urgent, prevents both the unanswered emergency and the 9pm call about a printer.

  • The wait is where a client forms a view

    Silence on the line while their business is stopped reads as nobody being there. It is the moment clients decide whether to start asking around, and it is entirely within your control.

IVR / Menu

An example script

The shape and the level of detail that tends to work for it support companies. The business is invented and the words are only a starting point — yours are written in the studio.

Thank you for calling Northline IT. If something is stopping you working right now, no internet, no email, or a system that will not start, press one for the service desk. For a password reset or a new user request, press two. For accounts and billing, press three. If you are calling about a ticket you have already logged, press four and have your ticket number ready.

What to mention in yours

  • Whether your agreement covers after hours, and how a client raises something genuinely urgent tonight.
  • Where to log a ticket, and what to have ready when they do.
  • Your response times, in plain words rather than in the language of the agreement.
  • The difference between the service desk and the projects team, if callers keep reaching the wrong one.

You write the words, or edit what the assistant drafts, so what your callers hear is your decision rather than ours.

Questions

Before you start

Pick from the Australian voices, and take a five-second preview of your own audio. Your download is prepared for your phone system, and pricing is one payment for the recording you make.

Elsewhere

Other industries we have written for

The studio is the same for every business. What belongs in the script is not.

Create a message for your IT support desk.

Start from a blank page or let the assistant draft it. Either way you hear five seconds of your own audio before you decide anything.

Create my audioSee pricing

No account needed. Payment comes after the preview, not before.