In most businesses that require an answering service, the types of calls received vary greatly. Implementing an answering service script ensures speed, thoroughness, and overall workflow quality – all factors resulting in increased customer satisfaction.
By understanding the 4 basic functions of business answering scripts, the work is practically done for you.
- Identify the Caller
- What is the caller’s need? How do I classify this call?
- Is this call relevant, or is it a solicitor/hang up?
- Collect Information
- Gather basic contact information and reason for the call.
- Naturally, calls will differ in the information necessary to proceed. Prepare varying scripts for the business receptionist to follow.
- Make sure the script enables professionalism and call control.
- Call Urgency and Recipient
- Does the caller’s issue require an urgent solution? Can it be handled during normal business hours?
- To whom should the call be directed?
- Consider the call time length.
- Delivery is Everything
- Make sure the receptionist delivers the call or pertinent information collected in a timely manner.
Once these 4 functions of a business answering script are met, the call can be controlled and the issue efficiently resolved with a very low chance of conflict or confusion for the caller. We know that nothing stays the same forever, and our team is constantly reviewing and revising our clients’ scripts to ensure they continue to meet the law firm’s needs. If you need to make changes to your script, we’re ready to accommodate. The receptionist is the “face” of the business to new clients, so it is important to display a high level of competence and professionalism. Since businesses spend valuable time and money on marketing, make sure they are getting the most from their answering service scripts.
Frances Starr, Director of Sales & Marketing for Alert Communications. Alert Communications provides 24/7 call answering support.