Changing a Phone Tree Greeting
...
Phone Tree Scripts (aka the actual greetings)
| Infonote |
|---|
|
When callers dial 519-888-4096, they will hear one of the following:
When we are open
Welcome to Campus Wellness.
After Hours
Thank you for calling Campus Wellness. Please note that we are currently closed.
Special Event (e.g., All-Staff Meeting)
Thank you for calling Campus Wellness. Please note that we are currently closed for a special event and will reopen at [insert time].
...
If caller chooses 1, they will hear the Health Services submenu greeting:
For appointments, press 1 (goes to HS CSR queue x43544)
For referrals, press 2 (goes to Referrals queue x42424)
For payments and outstanding balances, press 3 (goes to Cashier queue x47521)
To cancel an appointment, press 4 (goes to appointment cancellation line x33542)
If caller chooses 1, they will hear the HS CSR queue welcome greeting:
If you are calling during our operating hours, the next available agent will be with you momentarily.
...
Thank you for calling Campus Wellness. We are currently closed, and this line does not accept voicemail. Please call back during our operating hours which are listed on our website at uwaterloo.ca/campus-wellness. Thank you.
If caller chooses 2, they will hear the Referrals queue welcome greeting:
If you are calling during our operating hours, the next available agent will be with you momentarily.
...
– You have reached the Referrals line at Campus Wellness. Sorry we missed your call. Please leave a detailed message including your name, student ID #, a return phone #, and the reason for your call and we'll get back to you within 24 business hours. Thank you.
If caller chooses 3, they will hear the Cashier queue welcome greeting:
If you are calling during our operating hours, the next available agent will be with you momentarily.
...
- – You have reached the Finance office at Campus Wellness. Sorry we missed your call. Please leave a detailed message including your name, student ID #, a return phone #, and the reason for your call and we'll get back to you. Or feel free to email us at cw.finance@uwaterloo.ca with your question or concern. Thank you.
If caller chooses 4, they will hear the Cancellation line welcome greeting:
You have reached the cancellation line for Campus Wellness. This line is for appointment cancellations only, and no other messages will be returned or acted upon. Please be aware that your cancellation must occur a minimum of 24 hours prior to the scheduled appointment time to avoid a cancellation fee. Please provide your name, student ID #, the date and time of the appointment, and the name of the provider you were booked to see. Thank you.
...