Version 1.0
Prepared by: @Lorraine Sebata
Approved by: @Samia Thompson
Reviewed date: 2025-10-06
Next review date: 2026-09-07
This guideline provides the mandatory script and best practices for all automated on-hold telephone messages used by Easyterms Ltd. Its purpose is to ensure all callers waiting on the line receive consistent, professional, and helpful information that promotes key services and manages wait-time expectations.
This guideline applies to all internal phone systems, phone trees (IVR), and dedicated call queues used for client support, sales, or collections where a caller may be placed on hold.
The on-hold message must be used to provide a positive client experience by:
Reassuring the client that their call is valued.
Offering practical information (self-service options).
Promoting key competitive advantages and services.
The following script is the required content for your primary on-hold rotation. It should be recorded with a clear, professional, and engaging voice.
Thank you for calling. Your time is important to us.
Our website is www.easypayday.loans, but while you wait, here are some exciting ways we're making lending easier and more rewarding for you:
Apply for a Loan Anytime, Anywhere: Take advantage of our secure online platform to submit your loan application whenever it's convenient for you—from the comfort of your home or on the go.
Earn Rewards with Referrals: Love our service? Refer a friend and you'll both receive $50 when their loan is approved. It's our way of saying thank you for spreading the word.
Family Island Residents: We have agents ready to serve you on the family islands. Visit our website for a full list of agent locations and details.
Flexible Service Options: Walk-ins are always welcome. Prefer to plan ahead? Book your appointment easily through our online reservation system.
We appreciate your patience. A representative will be with you shortly.
Thank you for choosing Easy Payday for your lending needs.
Thank you for calling. Your time is important to us. (Optional: Loop back to the start or a brief music interlude.)
The Client Support and Marketing teams will review this script quarterly. It may be updated to reflect new products, promotions, or changes to the website/service offerings (e.g., changing the referral bonus amount or adding a new service feature).