Now that you’ve decided to use a call center to handle incoming calls, it’s time to think about what you want your answering service script to include. It needn’t be a challenge if you follow a few simple tips.
Here’s how to craft the perfect answering service script for your virtual receptionists.
A Five Step Plan
A great script is essential for guiding your virtual receptionists and keeping calls flowing effortlessly. The five steps to creating an answering service script are as follows:
- A clear greeting and a direct question
- Get key information
- Decide on a pre-set message delivery method
- Check your messages regularly
- Keep information in the script fresh with up-to-date details
A Clear Greeting
For some businesses, basic information is perfectly fine, but you may require the operators to ask a few screening questions. Then again, some questions may be better left for your own staff to handle. Your greeting should include an introduction followed by a direct question that will help the operator direct the call or follow a specific script.
Steering the call right from the greeting eliminates guesswork for the operators.
Examples of successful greetings are as follows:
- Thank-you for calling Joe’s Plumbing Service. This is Mark. Are you calling to schedule a service appointment?
- Thank-you for calling Mary’s Fruits and Flowers. Are you an existing customer?
- You’ve reached the answering service of Dr. Paul Richards. Is this an emergency?
Keeping questions simple will ensure that your calls don’t last any longer than necessary. The more calls an operator can take, the more business may come your way.
Getting Key Information
Identifying information that will help you with your contact with your caller is critical. If obtaining specific detailed information that will help you understand what tools you need to take on this call, or what sales person should respond back to your caller, or where each lead came from is important to you then including questions that will gain that information is key. Often the information gathered will better prepare the returned call and result in a happier customer for you.
Delivery Method
Every good script includes a foolproof way to receive your messages. Contact programming to confirm where you’d like your messages to be sent. You can receive them by email and text to make sure nothing is overlooked or, if you prefer, call center operators can also reach out to you by phone.
Additionally, if you’re already using helpdesk or CRM software to help manage leads, and you’re inside those programs for the better part of your business day, then messages can be sent directly to the applications that you use the most. Some of the more common applications offered are:
- Desk.com
- Freshdesk
- Help Scout
- Salesforce
- SugarCRM
- Zendesk
- Zoho
Check Messages Regularly
When you’re busy with current clients, it’s easy to forget about checking your messages, which should be done on a regular basis so you don’t miss potential new leads. You can monitor your account online or use the answering service mobile app to review your message details and listen to call recordings.
Keep Script Up-Dated
Call center operators are only as good as the information they’re given. You want to avoid an out-of-date script or list of FAQs. Depending on your industry, here are few of the things that you may need to update:
- On-call schedules
- Services provided
- Properties available
- Closed dates
- Sales or promotions
- Business hours
- Holiday hours
- Appointment availability
- Insurance accepted
- Shipping charges or order lead time
Examples of Common Script Phrases
The following are a few examples of common phrases you might see in your script. Remember, anything in your script can be modified to meet your needs.
Main Greeting: Thank you for calling [Business Name]. This is [Operator Name]. How may I help you?
Regarding: May I ask what your call is regarding?
Secondary Greeting: I can certainly help you with that. May I please have your name?
Secondary Greeting: I’m sorry, unfortunately I don’t have that information, but I can put you in touch with someone who can help you. May I have your name, please?
Transfer: One moment please, while I transfer you.
Closing: Thank you for calling, [Caller’s Name]. I will pass your information along and someone will be in touch with you soon. Have a wonderful day!
After-Hours: I am sorry, it’s after hours, but I can take down your information and let them know you called. May I have your name please?
An Extension of Your Brand
Call center operators work as an extension of your brand and strive to reflect your values by partnering with you to develop custom scripts and procedures custom-made to meet your company’s precise needs.
You want your calls to be handled with the same personal touch a caller would get if they had reached you directly, so it’s important to help your call center fine-tune your script so that it includes the specific nuances that represents your company.
