1. Replace the word 'not' with an active promise
When a caller hears you're "currently unavailable", their brain automatically focuses on your absence. It feels like a closed door. By turning the message around, you change the entire experience. For example, tell them when you'll be back. Or explain what's happening behind the scenes to help them as quickly as possible. Phrases like "We're currently in a meeting, but we'll call you back before 2 PM" provide reassurance and immediately create clarity.
2. Build in a pause right after your company name
As a voice director, I often see this happen when recording spoken phone messages: a voice artist starts with the company name and immediately rushes into the rest of the sentence. For the listener, that company name is the key identifier their brain needs to latch onto. At that point, deliberately take a half-second pause. Our Flemish voices, like Annelies and Mona, apply this pause very naturally. That small break gives the listener time to process the information and puts people at ease.
3. Limit the instruction to exactly one action
Callers don't remember long lists of instructions. As soon as you ask them to leave a name, phone number, customer number, email address AND a brief explanation, people switch off and don't leave any message. Make the action as simple as possible.
A clear instruction structure includes:
- One clear request for basic details (for example, just a name and phone number).
- A concrete promise about when you'll call them back.
- Optionally, one alternative for urgent matters, such as an email address.