Guide · Phone Prompts
Perfect German Phone Prompts
for Business – IVR & Phone System Announcements
The phone prompt is often the first sound a customer hears from your company. This guide shows you which types exist, how good texts sound, and how to get from script to finished prompt.
Imagine: a potential new customer calls. They have already done their research, are fundamentally interested — and land in a poorly recorded, choppy prompt that ends with a beep. The impression is formed before anyone has picked up. This first acoustic contact is not a minor detail. It signals: this is how professional (or not) this company is.
Conversely, a clear, warm, professionally produced phone prompt creates trust immediately. It shows the caller they are in the right place, that they are valued — and that they are in good hands. This guide gives you everything you need to bring your telephone communication to a professional level.
Types of phone prompts explained
Not all phone prompts are the same. Depending on the situation, your business needs different types — with different requirements for text, tone and length.
Greeting prompt
The greeting prompt is the first thing a caller hears before being forwarded to a queue or IVR menu. It should be short, friendly and orienting. Maximum 20 to 30 seconds. The caller should immediately know: I am in the right place.
"Thank you for calling Müller GmbH. All lines are currently busy. Please hold — we will be with you shortly."
On-hold message
The on-hold message bridges the time until a member of staff picks up. It can consist of a short text that repeats, or alternating elements combined with music. Important: indicate alternatives after at most 60 seconds — callback option, email or website.
"You have been waiting a moment — thank you for your patience. Did you know you can also reach us at info@mueller-gmbh.com? We usually respond within 24 hours. We will be with you shortly."
Answering machine / voicemail
The voicemail prompt invites callers to leave a message. It should clearly communicate when the company will call back, and contain specific information so the caller knows what to say.
"You have reached Müller GmbH. We are not available at the moment. Please leave your name, number and your query — we will call you back on the next business day."
IVR menu (voice menu)
The IVR menu (Interactive Voice Response) routes callers to the right department. Texts must be especially short and clear. Maximum 3 to 4 options per level. Numbers are spoken clearly, pauses between options are important so the caller can react.
"For sales, press 1. For customer service, press 2. For accounts, press 3. To return to the main menu, press the hash key."
Out-of-hours prompt
Holiday, bank holiday, closure — the out-of-hours prompt informs callers and states concrete return dates. A personal note ("We are on company holiday from 23 December to 2 January") feels friendlier than a generic absence message.
Writing texts: dos and don'ts
Dos
- Short and clear: Every sentence has a purpose. No filler text, no redundant polite phrases.
- Concrete information: Tell the caller when they can expect a callback. "We will be in touch soon" is worthless. "We will call you back by 5pm today" is helpful.
- Active language: "We will be with you shortly" sounds better than "Your call will be answered in due course".
- Consistent register: Formal or informal — decide once and maintain it consistently across all prompts.
Don'ts
- Too long: Nobody wants to listen to 90 seconds of company history before being put on hold.
- Clichés: "Your call is very important to us" — everyone knows this line, it has lost all meaning. Cut it.
- Unclear calls to action: The caller must know what happens next — hold, press a key, leave a message.
How long should a phone prompt be?
A greeting prompt should last a maximum of 20 to 30 seconds — that is around 60 to 80 words. On-hold messages can be longer but should indicate alternatives after at most 60 seconds. IVR menus should be as concise as possible: maximum 3 to 4 options per level.
Do I need a finished script to make an enquiry?
No. You can also start with a rough briefing: what should the prompt communicate, what tone, for which system (telephone system, answering machine, IVR)? stimme24.com can also help with creating a professional script on request.
Which file formats are needed for telephone systems?
That depends on your telephone system. Common formats are WAV (8kHz or 16kHz, 16bit, mono) for older systems, MP3 for modern IP phone systems and G.711 for VoIP systems. Name your phone system in the briefing — the recording will be prepared accordingly.
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