Phone answering scripts: how to answer a business call professionally
Here are professional phone answering scripts you can use and adapt, covering how to answer a call, take a message, put someone on hold, transfer a call and end the call. A good answer names your company, gives your name, and offers to help, all within the first few seconds. Replace placeholders like [Company name] and [your name] with your own details.
How to answer a business call
Answer within three rings, smile as you speak (it really does come through), and lead with your company name so the caller knows they are in the right place.
"Good morning, [Company name], [your name] speaking. How can I help?"
"Thank you for calling [Company name]. This is [your name]. How may I help you today?"
"Hello, [Company name], [your name] here. What can I do for you?"
Taking a message
"I am sorry, [colleague name] is not available at the moment. Can I take a message and ask them to call you back?"
"Of course. Can I take your name, number and a short message, and I will make sure [colleague name] gets it?"
"[Colleague name] is on another call. Would you like to hold, or shall I ask them to call you back?"
Putting a caller on hold
"Do you mind if I put you on hold for a moment while I check that for you? Thank you."
"I will just put you on hold while I find the right person to help. I will be back with you shortly."
(On returning) "Thank you for holding. [Update or answer]."
Transferring a call
"Let me put you through to [team or name] who can help with that. Please hold one moment."
"I will transfer you to [name] now. If we get cut off, their direct number is [number]."
(Warm transfer to a colleague) "I have [caller name] on the line about [reason]. Are you free to take it?"
Ending a call
"Is there anything else I can help with? ... Great. Thank you for calling [Company name]. Have a good day."
"Thanks for calling. I will [action] and be in touch by [time]. Take care."
Phone answering do's and don'ts
Do answer within three rings, say your company name and your name, listen and confirm details, and ask before putting anyone on hold. Do not talk over the caller, eat or drink on the call, leave silence on hold, or transfer without explaining. End every call with a clear next step and a warm goodbye.
Frequently asked questions
How should you answer a business call?
Answer within three rings with a warm greeting that names your company and yourself, then offer to help, for example: Good morning, [Company name], [your name] speaking, how can I help? Saying the company name reassures the caller they are through to the right place, and giving your name makes the call personal.
What do you say when taking a message?
Apologise that the person is not available, then offer to take a message: I am sorry, [colleague name] is not available right now, can I take a message and ask them to call you back? Capture the caller's name, number, the reason and a good time to call back, and read it back to confirm.
How do you put a caller on hold politely?
Ask first and explain why: Do you mind if I put you on hold for a moment while I check that for you? Wait for their answer, keep holds short, and thank them when you return. Never put someone on hold without asking, and never leave them in silence.
How do you transfer a call professionally?
Tell the caller who you are transferring them to and why, then give the direct number in case they get cut off: Let me put you through to [name] who can help with that, please hold one moment, and if we get disconnected their direct number is [number]. Where possible, introduce the caller to the colleague before transferring.
How do you end a business call?
Check there is nothing else, confirm any next steps, then close warmly: Is there anything else I can help with? Great, I will [action] and be in touch by [time], thank you for calling [Company name]. Confirming the next step reassures the caller and reduces follow-up calls.
Put these scripts to work
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