The Script: A Recipe for How Calls Are Answered

The Script A Recipe for How Calls Are Answered

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Have you ever wondered how virtual receptionists and answering service personnel know what to say when they answer customer calls? After all, a call answering service could field calls from hundreds of customers. Well, phone calls are not answered off-the-cuff or with no forethought. Answering services rely on scripts tailored for each client and its customers.

The script is essentially a recipe for how calls are answered. Scripts are utilized for a number of key reasons:

  • Maintaining consistency with every call.
  • Ensuring that the client is being represented in a way that aligns with brand.
  • Ensuring that the caller’s experience is positive.
  • Maintaining professionalism and cordial communication throughout.

Without scripts, call center personnel would be left to improvise. Improvisation is certainly possible, but it’s not the ideal way to manage calls on behalf of a client with high expectations. So rather than taking chances, answering services rely on scripts.

Collaborating With Clients

Knowing that call answering services utilize scripts leads to the obvious question of who creates them. In most cases, script creation is a collaborative effort between answering service and client. Collaboration is the norm for:

  • Medical answering services.
  • Property management answering services.
  • Electrical or plumbing answering services.
  • HVAC answering services.

If you are detecting a theme here that’s because the actual industry an answering service is dealing with is irrelevant to the fact that scripts need to be collaborative. Answering services want to field calls exactly the way clients want them fielded. The only way to do that effectively is to collaborate with clients on scripts.

Building Blocks and Customization

Every answering service has its own method of collaborating on scripts. A common scenario involves a script building platform that starts with blocks. Blocks are the glue that holds the entire script together. The greeting is one block while the closing is another. In between are multiple blocks depending on the nature of the calls in question.

These days, answering services are more likely to offer online tools for script creation. The answering service provides the blocks and a number of templates appropriate for certain industries. The client’s part is to look at the templates and blocks and fill in pertinent information. The information is then reviewed, and a script created.

Having the ability to customize scripts is a big deal for some clients. Any number of things within a script could be customized, including:

  • Company name and contact details.
  • Any questions the client wants answering personnel to ask.
  • Instructions for handling urgent matters.
  • Instructions on how the caller can follow up.

Note that it’s entirely possible to write a script without using a call service template or its blocks. Clients can write their own scripts from the ground up. In fact, many clients already have a basic script framework they’ve been utilizing with their own staff all along. There’s no right or wrong way to write a script.

Efficient and Effective Call Answering

Answering client phone calls with scripts is a way to guarantee efficiency and effectiveness. By not forcing call center personnel to make it up on the fly, answering services position their staff to do the best possible job on behalf of their clients. Scripts really do make the call answering service world go around.

If your company needs live answering services, we invite you to consider Apello. Do not be afraid to contact us to learn more about how we could put our services to work for you. Answering calls is our specialty. We also offer additional services above and beyond answering the phone and taking messages.

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