Advanced Call Center Scripting Tips: Script Blocks

Every call center script is comprised of script blocks — customizable elements to gather specific caller information. Below, we’ll explore advanced tips on effectively using these specialized script block features.

Warm Transfer Block

Warm Transfers allow our agents to act as virtual receptionists by transferring calls directly to your team. Using them in your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist, during business hours, after hours, or 24/7. Activate documentation options in the warm transfer block to identify exactly why transfers may be refused by staff or callers.

Key Takeaway: Use Warm Transfer documentation to quickly address internal communication barriers and customer preferences.

• You want to know why your staff is refusing transfers: If members of your team are refusing transfers, allowing agents to document the reason why may help you drill down on internal staffing issues or adjust the setup to transfer to staff with consistent availability.
• You want to know why callers are refusing transfers: If callers continuously refuse to be transferred, it may be an indication that it’s time to review existing protocols and see what changes can be implemented to keep callers on the line and connected to your business.

Trigger Block

Trigger blocks perform automated actions like sending texts, emails, or CRM updates.

Key Takeaway: Automate real-time validation and staff notification to enhance efficiency and reduce errors.

• You want the callers to validate the information the agents took: Using a Trigger block to send an SMS or email to the caller to confirm that we have collected the correct information ensures accurate data capture and saves you from having to adjust incorrect details later.
• You want to alert staff about incoming transfers: Giving your team a quick heads up about incoming calls can facilitate the sales or customer service process by making sure someone is available to pick up when the line starts ringing. You can configure the Trigger block to send an SMS or email to specific contacts prior to the agent reaching the Transfer step.

Image Blocks

Not everyone learns in the same way. For some agents, a written description works best. For others, visual cues make all the difference. We can script just about anything, but sometimes, a picture is worth a thousand words. Visual aids significantly boost agent clarity, especially when dealing with complex websites or technical troubleshooting.

Key Takeaway: Include reference images in your scripts to improve accuracy and reduce call handling time.

• You want to simplify the way agents approach your website: If your website has a lot going on, it may be difficult for agents to find the right form, link, or button. Adding reference images will keep call handling efficient, especially if it is an agent’s first visit to your domain.
• You want agents to be able to describe certain things: For technical support or internet service providers, agents may need to describe where a button or switch is on a piece of hardware, or what color lights the customer should see. Adding images of the exact equipment that callers are attempting to troubleshoot means that agents can better explain the what and where with confidence.

Workflow Blocks

While most of the script blocks in SAS Flex are used to gather information from callers, Workflow blocks alter the flow of the script depending on the variables you’ve programmed, without having to rely on the agents to choose one path over another. Workflow Blocks automatically adapt your call scripts based on predefined criteria.

Key Takeaway: Automate decision-making in scripts to ensure consistency and streamline operations.

• You want the script to change based on the day and/or time: By configuring a Workflow Date/Time block, you can tell the script to follow a different path depending on what day and time a call comes in. For example, if you want calls that come in after hours to be handled differently than calls during business hours, a Workflow Date/Time is the way to go.
• You want the script to randomly choose a Sales Team Member: If you want to evenly distribute new leads across your Sales team without asking the agent to pick a team member at random, utilizing our Workflow Round Robin block can automatically choose to send the message or transfer the call to alternating staff based on the parameters you’ve set.
• You want to ask every caller the same questions but change direction based on their responses: Let’s say that your script first screens callers for residential vs. commercial service, asks everyone for their Name, Number and Address, and then changes direction based on whether residential or commercial was selected. Workflow Path and Workflow True False blocks can look for matches to configurations that you define, for example residential vs. commercial, and create additional paths when a match is found – leading to varied next steps, outcomes, and message delivery. A Closing Collector block can also look for matching configurations, but that is only applicable to outcomes and message delivery.

Address Blocks

Just in the United States alone, there are over 160 million addresses. Even when narrowing down by state, similar addresses are commonplace. For example, 123 Main Street is probably in thousands of cities across the country. Address and Address (Service Area) blocks auto-populate data directly from Google Maps instead of relying on agents to manually enter address details.

Key Takeaway: Automate accurate address capture to enhance service efficiency.

• You want to determine if a caller is in your service area: After setting a Service Area perimeter within your Google Maps app from the Flex portal, agents can enter a caller’s address and determine if they are within or outside of your service area with one click.
• You want addresses to include non-standard information: Addresses can be collected for more reasons than just determining service area, and you may require more than just the standard address fields. The Address block can also be used to gather Township, County, and Country – all information that will auto-populate from Google Maps based on the address that is being entered.

Date/Time Block

The Date/Time block is used to collect precise scheduling details, such as appointments or registration dates.

Key Takeaway: Streamline appointment management to improve client convenience.

• You want agents to document preferred dates and times for appointments: Some clients may not want us to schedule appointments for them, and that’s okay! Having the agents ask callers for their preferred date and time or a few wider appointment windows may make it easier on your in-house staff to schedule.
• You want agents to reschedule or cancel appointments on your calendar: Conversely, if your goal is to have agents schedule appointments for you, then you may also want agents to reschedule or cancel appointments, providing instant assistance and maximum convenience to your customer base. Using the Date/Time block to gather the original appointment date and time, you can then present that information to the agent when they reach the calendar step, which will facilitate changing the appointment.

Free Text Block

While SAS offers many different script block options, you may find that you need agents to gather information that is not available as its own script block. For those purposes, you can utilize our Free Text script block which can be cuztomized to capture unique information, with validation for data accuracy.

Key Takeaway: Use Free Text Blocks for specialized information, ensuring data quality with built-in validation.

• You want agents to document numbers of a specific length: If agents are placing orders, they may need to screen for the item number in advance. Catalog companies and online retailers may have product numbers or SKUs that contain a certain number of characters, but that are often confused with some other identifying number in the product description. Using the Specific Length option, you can ask the caller to provide the item number and restrict it to the minimum and maximum number of expected characters. For example, all SKUs are between 7 and 10 characters long. Anything shorter or longer can display a customizable error message indicating that the caller has provided the wrong identifier.
• You need agents to document whole numbers within a certain range: While the standard number or currency blocks can be used to document numerical data, a company may need to gather a numerical value that falls between a minimum and maximum, excluding all other values. Let’s say that a freight company requires the approximate weight of a shipment, and it must fall between 5 tons, their minimum, and 40 tons, their maximum. Using the Whole Number validation option, you can set the system to accept values only between 5 and 40, and customize an error message to alert agents when the number provided falls outside of that range.

Optimizing Script Block Features for Accuracy

From Greeting blocks to data collecting blocks like Name, Number and Email, all script blocks serve a purpose. However, not all script blocks will include the same features. In this section, we’ll look at some of the tools you’ll find within script blocks, and how to use them.

Tooltips and Icons

For script blocks that include Logic options, users are able to add Icons and Tooltips, which provide visual cues and clarifications, helping agents choose correct script paths.. Icons display little graphics for an at-a-glance look at what is upcoming, whereas Tooltips are short snippets of text that describe each option and are visible only on hover.

Key Takeaway: Prevent errors by visually guiding agents with Tooltips and Icons.

• Use Icons to let agents know that following a specific path will result in a certain outcome: For doctors, dentists, counselors, surgeons, or anyone in an industry that often deals with emergency situations, callers may want to know if they can be transferred to someone in-office or on call. By adding a Transfer icon to an Emergency logic option, agents will be able to properly set expectations that the call will result in a transfer.
• Use Tooltips to let agents know that an emergency path is only for certain scenarios: For HVAC or Plumbing companies, customers may call with a minor issue (like a leak) that they feel is an emergency. But what if the company only deems busted pipes or flooding as emergencies? For these types of scenarios, you can add “busted pipe or flooding” as a Tooltip for the Emergency path. When an agent hovers over that logic option, they will see that only busted pipes and flooding are emergency situations.

Require an Answer

In most data collecting script blocks, users have the ability to enable the Require an Answer feature. Guarantee essential information is never missed by making fields mandatory. On the one hand, this can make sure that you are gathering all necessary details from callers. On the other hand, it can prevent agents from completing the call if the caller does not provide a response. Whether you use it depends on how critical the information is to your team.

Key Takeaway: Ensure critical data collection through mandatory script fields.

• You need specific information from callers: You may want to enable this feature if collecting data that is essential to customer communication, or in cases where you are unable to research an inquiry without a unique identifier. For example, businesses that communicate with callers entirely via email will set this block as required just as a tech support company may require an existing ticket number to check incident status.
• We are sending data through an integration: If you have integrated with one of our apps, we may need to push multiple data points to your third-party software to create tickets, update records, generate leads, or whatever function the platform is performing for you. Requiring those data points from callers is the only way to confirm that everything goes from our software to yours without a hitch.

Verify the Answer

For many businesses, it’s important that all of the information gathered from callers has been accurately verified, as it may need to match data already entered into their own records. If Verify the Answer is checked, you’ll help enhance data accuracy through detailed verification processes. For example, all alpha-numeric characters and special characters like the “at” symbol will be displayed below the input area. On hover, agents will see each character written out for effortless verification. For example, numbers will be displayed as one, two, three. Letters will be displayed as “A as in Apple,” “B as in Banana,” “C as in Charlie.” Agents will have to click a button to confirm they’ve verified the details before progressing forward in the script.

Key Takeaway: Activate verification to significantly reduce input errors.

• Agents are entering data incorrectly: If agents are making errors when documenting call details, verification will instruct them to read back a caller’s name, email, phone number, etc., to confirm they have notated everything correctly. This option is enabled by default for all Email blocks.
• Agents need to locate callers in a different system: When agents are creating claims, looking up insurance information, confirming coverage, or similar situations that require an exact match to correctly locate the caller’s account record, verification is critical.

Never Verify the Answer

On the other hand, some businesses may not necessarily care if a caller’s last name was misspelled, only that the agent captured the lead quickly. If this option is checked, agents can quickly capture less-critical data without causing caller frustration.

Key Takeaway: Use selectively for faster call handling when absolute accuracy isn’t vital.

• Callers are frustrated by the process: If calls are taking too long and callers are becoming frustrated by the number of questions being asked, you may want to check this option, as verifying information can make calls last longer and cause greater upset.
• Callers require immediate, emergency assistance: In some cases, such as with crisis lines, it may be more important for calls to be transferred to you as quickly as possible than for agents to spend time ensuring every bit of information is correct.

Disable Caller ID Pre-Populate

Some phone providers pass true caller ID when calls are forwarded, while others pass your business line number – without the option to reconfigure your setup. Some callers dial in from a direct-dial number, such as a home phone or cell phone, while others may dial in from an office line that displays the same number under every outbound call, even if the employee has a direct extension. Phone Number blocks are set to populate caller ID by default, which is the best setup for most clients. But that may not be ideal for your business. When you first start forwarding your calls to SAS, you may not know that you’ll need to disable caller ID pre-populate. Once you start to see repeat numbers in your call log, though, all it takes is one click in the Phone Number block to alter the default setting and prevent this information from causing problems in the future. Ensure accurate data entry by preventing default Caller ID fill-ins.

Key Takeaway: Disable auto-fill to guarantee precise caller details.

• Calls all come in under the same Caller ID:  If your calls are coming in under the same caller ID, this can result in inaccurate messages. Preventing the caller ID from automatically populating in the Phone Number block will require agents to ask the caller for their phone number, ensuring that you are receiving accurate contact details for current and prospective customers. While your call log will still display the caller ID, your messages will reflect the information provided by the caller. It’s also important to note that a repeating caller ID will affect more than just your messages. Most SAS callback features and some tools and integrations utilize the caller ID to function. So, if you discover that the caller ID is always the same, reach out to our team for assistance.
• Callers assume you have them on file: There will always be callers who refuse to provide an agent with information because they say that it is already on file with the business. That may be true, but the information could be outdated or incorrect, and in the majority of cases it is inaccessible to agents. Disabling the default setting allows agents to explain that the caller’s phone number is not available to them and needs to be collected and confirmed to pass on a complete message.

Greeting Lookup

Any time a customer calls your business, their data is automatically stored in both your Call Log and the Customers section of your portal, and you can also add your own customer data manually. Then, once you activate the Greeting (Lookup) option within your Greeting Block, the system will automatically match incoming calls to existing customer records. If there is more than one matching record, for example, members of the same family under a single caller ID, agents will be prompted to select the correct record before moving forward. If there is only one matching record under the caller ID, agents won’t need to do anything. Before activating Greeting (Lookup), it’s best to check your Call Log to confirm that the same phone number is not listed on every call.

Key Takeaway: Enable Greeting Lookup for faster, personalized customer service.

• Calls are taking too long: If calls are taking too long, enabling the Greeting (Lookup) option will save time by pre-populating the caller’s stored contact details. Agents can simply confirm what they have on file rather than ask for all the information again.
• You want to give callers a “small business” feel: By utilizing Greeting (Lookup) to display previously collected data, agents will be able to address callers as if they have spoken to them before. Whether you’re running a large corporation or neighborhood corner store, a little extra personalization goes a long way.

Read Precisely as Written

Some scripts are written with generic language that agents may use as a guide. In other cases, clients may require agents to read scripted text verbatim. Maintain consistency by requiring agents to use exact script wording.

Key Takeaway: Ensure critical script language remains uniform for compliance or accuracy.

• Agents are reading blurbs with detailed product information or instructions: In cases where agents are explaining the differences between specific products or walking callers through a particular process, reading that information word for word can reduce or eliminate questions and confusion later down the line.
• Agents are relaying warranty terms or disclaimers: If you’re having agents read legal language, your terms and conditions, or particular phrases that are used to define your business, you may want to enable this feature so that key phrases are read to the caller word for word.

Notes & Dynamic Notes

If you would like a block to be displayed with an internal memo, add a Note. Notes are displayed with a yellow background and are not read to callers. Instead, they provide a short instruction or “heads up” about the specific language or question in the associated block. With Dynamic Notes, you can add specific keywords that will display customized instructions to the agent if any of the corresponding words are entered. Use either or both to provide agents with context-specific tips and real-time reminders.

Key Takeaway: Use Notes to give agents additional clarity and ensure correct script pathways.

• You want to arm agents with more context: Let’s say that your company is frequently confused for another business with a similar name. Adding a Note to let agents know about that common occurrence will give them more context and help them effectively handle your calls.
• You want the agents to use special formatting that can’t be scripted: If your website requires an email address to process orders, or your CRM can’t create a ticket without an email address, it can be a challenge when callers refuse to provide their email. Enter a Note with an instruction on what to do if a caller refuses. For example, “If caller refuses, document email as firstname.lastname@company.com.”
• Agents are taking the wrong path: Callers are not always clear about what they need, and agents are not always clear about which option is best to advance the script. For example, if an agent takes the regular Service path instead of the Emergency path, you can add the word “emergency” as a keyword. Once the agent types the word “emergency,” a note will appear for them to take the Emergency path instead. Or let’s say that a caller is asking for a quote, the agent misses that there is an Estimate path, and again they follow All Other Calls. Using a Dynamic Note to alert agents about keywords like “quote,” “estimate,” and “pricing” is all you need to have them reverse course and change direction.
• You want calls from a specific person or place handled differently: If you want agents to be on the lookout for a nuisance caller or callers from a particular business, you can add a Dynamic Note in the Full Name or Company blocks and include special instructions that explain how the calls should be handled. So, when “ABC Office Supplies” calls to sell you toner, you can instruct the agents to save the caller under Telemarketer.

FAQs and Linking to Blocks

Frequently asked questions, or FAQs for short, can be added to any account and are a great resource for assisting callers. Though FAQs are available to agents by clicking a tab on the left side of their screen, it isn’t always convenient to search for a direct rebuttal to questions that may come up during the information gathering process. Directly link up to 2 FAQs to script blocks for instant agent reference.

Key Takeaway: Empower agents with immediate answers, reducing confusion.

• Agents are not able to answer standard questions: If agents are unable to answer simple questions about your business such as your location, hours of operation, available services or pricing, callers may become frustrated. Arming agents with the tools they need to succeed will increase agents’ confidence and keep callers happy.
• Agents need to provide detailed explanations that cannot be scripted: In an effort to account for every possible scenario that agents may encounter, you could easily wind up with a script that is too wordy or contains too many paths. Incredibly lengthy scripts may do more harm than good, but you can still provide agents with the responses they need by outlining a handful of your more complicated questions in the FAQs.
• Callers don’t want to provide required information: If callers continuously ask why they need to provide their email, which is probably the most commonly refused contact information, you can add an FAQ specifically to the email block that explains why an email is necessary. For example, Question: Why do you need my email? Answer: Email is our primary form of communication.
• Scripted questions often cause confusion: Some clients, such as mortgage lenders or finance companies, may ask complex questions that are not entirely clear to the agent or the caller. In those cases, associating an FAQ can give the agents an organized response for callers who need a better understanding of what is being asked.

Restrict Content

While handling your calls, agents will follow your script and input data based on the information that the caller provides. But in cases where callers resist giving agents the necessary details, agents may think it is better to add a placeholder rather than leave the response blank. Receiving messages with “junk data” can make it more challenging to take care of your customers. With SAS’s Restrict Content feature, you can eliminate placeholder entries to maintain message accuracy.

Key Takeaway: Use Restrict Content to ensure genuine data collection.

• Agents are entering fake email addresses: When callers refuse to give out their email address, agents may be inclined to enter fake information, like none@none.com or refused@refused.com. By toggling on Restrict Content and adding those examples, among others, the system will alert the agent that they have entered invalid content, and this will force them to either gather the correct information or leave it blank.
• Agents are entering your business number as the caller’s number: Disabling caller ID pre-populate ensures that if your phone provider is not passing true caller ID, the caller ID will not pre-populate in the phone number block. But the caller ID is still visible to agents on the phone widget. Callers may tell agents that their callback number is the same as what is showing on the caller ID, and neither the agent nor the caller can guarantee that to be true. So, restricting the business number will prevent agents from simply copying and pasting that information.

Emphasize the Block

Not all scripts are created equal. Many are straightforward, asking general questions such as Name, Number, and Regarding. Others can be lengthy, full of complex questions and language, and challenging to follow. If a new agent is not familiar with a difficult script, it may result in questions getting lost in the shuffle. Emphasizing lets you highlight critical script sections to prevent oversight.

Key Takeaway: Visually emphasize vital script steps to guarantee agent attention.

• Agents are missing a step: If your script is pretty busy, it is understandable that questions may be overlooked from time to time. When one question is being missed consistently, emphasizing the block will make it stand out from the rest of the page, decreasing the likelihood that it will be bypassed. This feature can also be used in tandem with Require an Answer.
• Agents assume an answer or think a question is unnecessary: If you are running a donation campaign, there may be an option for callers to cover a processing fee along with their donation. Some agents might automatically assume callers will cover the fee, while others might assume it is unnecessary. Emphasizing the block will highlight its importance.

Additional Script Workflow Enhancements

Script Blocks and their functions present an endless array of possibilities that will suit any size company in any industry. But beyond the individual blocks that make up script sections, there are additional features that can be enabled within your complete Script Workflow (a combination of sections) to make agents’ jobs a breeze. We’ll take a look at some of those options below.

Pinned Section

Pinned Sections allow users to create shortcuts for urgent call handling scenarios. Once activated, agents will be able to click the section name from the left side of their screen to automatically pull up the linked call handling. Using pinned sections would be best used in tandem with a Reach or a Cold Transfer schedule, so that urgent matters can be dispatched as quickly as possible.

Key Takeaway: Accelerate emergency response or direct transfers with pinned script sections.

• You want emergency call handling expedited: If your script is set up with a lot of path options, navigating through them may cause a delay in assisting callers with emergency situations. By pinning specific sections, you can create “shortcuts” for the agents to ask only essential questions and quickly save the call to trigger the automated dispatch.
• You want to bypass the script for unique situations: Rather than agents asking callers for information upfront, your sales department may want calls transferred directly. A pinned section that results in an immediate cold transfer to your team may make all the difference when it comes to lead conversion.

Wiki & Quick Reference

The Wiki feature allows you to add a bunch of details about your company, including your business’s name and pronunciation, staff members that callers may ask about, and their respective roles. Think of it as a mini cheat sheet designed especially for agents. The quick Reference option gives agents direct access to the most possible FAQs so the can get to them more easily. Use both to agents immediate access to vital business information.

Key Takeaway: Equip agents with essential company data for superior caller interactions.

• Agents are mispronouncing your company name: If agents are mispronouncing your company name, it can be a dead giveaway that they are not associated with your business. Adding the phonetic pronunciation will give them a helping hand in successfully representing your company.
• Agents are unaware of your key staff members: Callers may ask for staff members by name, but you may not have a specific person path built into your script. Providing the names and titles of your key staff members will make it seem like agents aren’t just a service, but are actually working hand-in-hand with your team as a true extension of your business.
• Agents are unfamiliar with your business concept: If your business name does not immediately explain what it is you do, for example, “ABC Incorporated” vs. “ABC Plumbing,” you may want to add a short description that agents can reference when potential customers call in, so that they can familiarize themselves with your brand.
• Callers ask the same question in the first few seconds of the call: If the first thing most callers do is ask about available services or pricing, add those FAQs as Quick References. Putting them at agents’ fingertips will give new customers the answers they want and allow agents to get down to the business of information gathering.
• Agents need instant access to something that they often reference: There are some clients with only one brick-and-mortar location, but many types of businesses commonly have multiple locations within the same state, across multiple states, or even in several countries. When agents ask, “Which location would you like to book?” and callers respond with, “What do you have in my area?” agents can provide the answer in seconds.

Call Handling

You can personalize your script by adding Call Handling to customize how agents represent your business mood, type, and objectives.

Key Takeaway: Clearly define the agent approach for consistent and positive customer interactions.

• You want agents to function as a specific aspect of your business: If you want agents to act as your answering service, your scheduling team, or your after-hours emergency line, you can set the Service Type within the Call Handling section.
• You want agents to portray a certain mood: When agents answer calls in a particular frame of mind, it can instantly set the tone for the entire interaction. For example, an IT company may want their agents to “Be Knowledgeable” whereas an emergency line may want agents to “Be Compassionate.”
• You want to set an Objective for agents: If most calls should result in an appointment scheduled, an order processed, a quote submitted, etc., setting an Objective will help guide the agents to complete those goals.

Agent Notifications & Whisper Announcements

There are several prompts that agents may see or hear during the course of a call, like notifications or whisper Announcements. These give agents timely reminders and real-time feedback.

Key Takeaway: Support agent accuracy and professionalism with subtle prompts.

• In a Warm Transfer block, if a warm transfer attempt is missed, the agent will be unable to move forward without acknowledging a pop-up message.
• If an agent has started the process of a warm transfer but they are on the line for under 7 seconds before disconnecting, they will see an alert that it was an incomplete transfer attempt.
• If an agent places a caller on hold for more than 1.5 minutes, a warning will be displayed at the top of their screen.
• If any call exceeds a high 7-minute threshold, agents will also see a notification that they should attempt to wrap up the call if possible.
• Agents are mispronouncing your business name: Some organizations have names so uncommon that they’re a challenge to pronounce, even with phonetics listed in the Wiki. If agents are really struggling to greet callers using your business name, toggle on the Whisper Pronunciation announcement. The system will use an automated voice to read the business name based on the text you enter, and agents will quickly hear the correct pronunciation just before the caller is connected.
• You want to set an Objective for agents: If most calls should result in an appointment scheduled, an order processed, a quote submitted, etc., adding Whisper Instructions to that effect will teach agents best practices for that specific account and make it more likely that they’ll accomplish whatever goals you have in mind.

Conclusion

Effective call center scripting goes far beyond basic question-and-answer setups. By leveraging Specialty Answering Service’s powerful script blocks and the features within them, you can significantly enhance call efficiency, accuracy, and customer satisfaction. Implement these advanced scripting tips today to ensure your call center experience is optimized for success.

The post Call Center Script Best Practices: Advanced Script Block Tips to Optimize Your Answering Service appeared first on Specialty Answering Service.

Call Details

• Timeline: The Call Details Timeline will show new alerts if SMS messages don’t send. If the message contains restricted words, you’ll see: “SMS message contains restricted content.” If the message is sending to an invalid phone number, you’ll see: “Invalid To Phone Number.” If the message contains over 1600 characters, you’ll see: “SMS message exceeded 1600 characters.”

General Web Portal

Scripting

• Associate FAQs: The ability to associate FAQs with a handful of individual blocks has been added. This will allow agents answer questions related to specific blocks. For example, if a caller asks why an email address is required, an agent will be able to easily answer their question without having to search the full FAQ list.
• Never Verify: A new feature has been added to some data collector script blocks to signal the agents NOT to verify the data collected.
• Read as Written: A new feature has been added to some data collector script blocks to signal the agents to read the text exactly as it is written. Operators are accustomed to using the script as a guide and may not always read every question verbatim. If users would like them to read their script word for word, enabling this feature will help.
• Call Handling: Within your Settings area of your script workflow, a new dropdown has been added under Call Handling which will allow you to set an “Objective” to help the agents. Objectives include: Make purchase, Transfer call, Schedule meeting, Up-sell, Schedule appointment, Take message
• Closing Collectors: Closing collectors now have the ability to set a comparison value that originates from the same script section. Additionally, a static “No Match” option has been added in cases where there is no collector match.
• Script Workflow: The Script Workflow view has been updated to show icons if blocks are verified, required, etc. This will allow users to see at a glance which blocks have verification turned on or are required.
• Appointment Block: Appointment blocks have been updated to have the same design and features as the Website block.
• Staff Directory: A Staff Directory option has been added to the Script Options panel within a script workflow, which allows users to program specific person transfers or specific person message taking without having to build a new path within the script.
• Greeting Block: The Greeting Block has been updated to include a toggle to “Add link to staff directory” which will add a ‘Specific Person’ Logic option that will link to the created staff directory.
• Dynamic Notes: The Dynamic Note feature has been added to Company, Email, and Full Name script blocks.
• Spanish Translation: All script blocks have been updated so that users can easily translate the language from English to Spanish via the Language drop down.
• Warm Transfers: The Warm Transfer block has been updated to include a “Refused Transfer Option” toggle which enables the agents to document why the intended recipient refused the transfer.
• End Call Tab: On the Workflow view of the Script Builder, clicking on the End Call tab shows a detailed view of where SMS messages and Emails are being sent after the call has ended.

On-Call

• Reach Messages: Within the Reach Messages tab of the On-Call section of the portal, users can now see which Reach Messages are currently being used via the “In Use” column.
• On-Call Dashboard: Within the Schedules tab of the On-Call section of the portal, users can now see which Schedules are currently being used via the “In Use” column.
• Advanced On-Call Settings: For Advanced On-Call Schedules, new options have been added within the Actions menu which allows users to clear prior rotations with one click or edit any Profiles associated with that particular schedule.

The post January 2025 Release Notes – Adjustments to Call Details Timeline, New Scripting Updates, Live Transcription, and more! appeared first on Specialty Answering Service.

Programming

• Email Blocks: On any new Email script block, the Verify option will be turned on by default. Users can turn this off if they’d like.
• Callback Greetings: Within the Greeting block, users can activate a Voicemail option under the Callback section to add instruction for agents who reach a caller’s voicemail upon a callback.
• Websites: SAS now has the ability to access websites that are locked behind a username and password. Additionally, the Website script block has been adjusted to offer advanced formatting features
• New Variables: 2 new variables have been added to the Flex system; {{company_name}}, which pulls the company name from the Wiki section of a script, and {{company_phonetic}}, which pulls the phonetic spelling of the company name from the Wiki section of a script.

Premium Add-Ons

• On-Call: In the On-Call Add-On, the Notify after Receipt option has been updated to allow users to select a- New switch in on-call add on ‘Notify after receipt’ area where the notification of who picked up the message can be restricted to only to go prior recipients of the messages (not the entire distribution)

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Lunch and Holiday Closings: Users now have the ability to set Lunch and Holiday closings within Reach and Cold Transfer script blocks.
• Whisper: In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.
• Security Pin: Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.

The post April 2024 Release Notes – Voicemail Greetings, Ability to Access Websites With a Username and Password, and more! appeared first on Specialty Answering Service.

Premium Add-On Features

• Queue Voicemail Add-On: This feature gives users the ability to alter the Press 1 Callback feature to include a prompt for callers to press 9 to leave a voicemail. Voicemails will be visible within the call log and can be emailed to up to 5 email addresses. If both Voicemail and Transcription add-ons are activated, the email received for queue voicemail will include a transcription of the voicemail.
• Reporting: New reporting has been added for the Premium Live Call add-on feature.

Settings

• Settings: Relish in the power of Settings with a refreshed UI and new number configuration options! Enjoy more control over when your greetings and callbacks are active, add pronunciation hints, and whisper important instructions to operators.
• Number Settings: Upon saving changes to a number that is assigned to a script or Advanced IVR, a pop-up will appear allowing users to listen to all upfront greetings, played in the order in which your callers will hear them.
• Holidays: Within Holiday settings, users have the ability to enable public holidays which will automatically populate all public holidays for the current year.
• Security Pin: Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.
• FAQs: Users now have the ability to mark an FAQ as “popular” which will add a star next to the FAQ in the operator view.
• Callback: In both Press 1 Callback and Queue Callback systems, users now have the ability to select the active timeframe by hour and day of the week in addition to the original settings.
• Press 1 Callback: If Press 1 Callback is activated, users have the ability to activate an SMS feature which will send a confirmation text to the caller after they’ve pressed 1 for a callback.
• Greeting: In the Front End Greeting section of Number Settings, users can select specific hours and days for after hours greetings to play.
• Whisper: In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.
• Periodic Announcements: In the Announcements section of Number Settings, users can now offer callbacks in between each announcement.
• On-Call: In the On-Call section of Number Settings, users utilizing our automatic Reach On-Call system can configure additional settings:
  • On-call press 2 dial: In a Recording or TTS type reach, your staff has the option of pressing 2 to dial the caller back directly. This section will allow you to change the caller ID that appears on the caller’s phone upon the call back.
  • Reach confirmation: In a Recording or TTS type reach, staff members will be prompted to press 1 to accept the message. You can change this setting to DTMF and voice to give the caller the option to either press 1 or say 1 to accept the message.

Programming

• Workflow (Round Robin) Block: A new script block has been created which can evenly distribute calls among staff members without having the operator choose at random.
• Alerts on Script Blocks: New alerts have been added on scripting blocks to ensure operator instructions are as clear and succinct as possible.
• Lunch and Holiday Closings: Users now have the ability to set Lunch and Holiday closings within Reach and Cold Transfer script blocks.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Non-Message Alert: A Non-Message alert option has been added within a Profile’s Contact Methods where a preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID will be sent for non-message calls.
• Ability to Stop a Reach – If you’re using our automated reach on-call feature, you’ll now have the ability to stop a reach right from the portal without having to accept the phone call or SMS message. If you’re in the portal while a reach is active, you can stop it from the top of the call dashboard and on the call itself.
• Hold my Calls: A new feature has been added within the Profiles tab that allows users to hold their calls if they are using the Warm Transfer block within their script. This feature controls your warm transfer availability.  If this feature is turned on, agents will not be able to transfer calls during the timeframe you’ve set. You may want transfers to be held for company meetings, early closures, or any other time you’re too tied up to take calls!

The post March 2024 Release Notes – New Add-On, Settings Revamp, and more! appeared first on Specialty Answering Service.

Premium Add-On Features

• On-Call Add-On: With the On-Call Add-On feature, users will have access to more on-call options, enhanced on-call reporting, and the ability to create back-up schedules.
• Transcription Add-On: With the Transcription Add-On feature, users will be able to read a transcript of their recorded calls instead of listening. In order to utilize this feature, call recordings must be turned on within an account.
• Live Calls Add-On: With the Live Calls Add-On feature, users  can see how many calls are currently waiting in queue, how many are currently being handled, and listen to calls – all in real time!

General Web Portal

• Call Type: A Call Type has been added to the top ribbon of the Call Details page showing the call type (e.g, inbound, callback, queue callback, etc.).
• Call Recordings: If a call type is any of the callback options, there will be an alert letting users know that call recordings are not available for those call types.
• Blocking Numbers: The ability to block a number from the SMS Messages log has been added.

Profiles

• Non-Message Alert: A Non-Message alert option has been added within a Profile’s Contact Methods where a preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID will be sent for non-message calls.

Scripting Updates

• Notes: The ability to add notes within the Warm Transfer and Warm Transfer Collector scripting blocks has been added.
• Restrict Content: The Restrict Content feature has been added to the Free Text block.
• Outcomes: When adding new outcomes within the script workflow, users can select the color right from the block without having to change the color through Settings.
• Company Block: A Company script block has been added which includes the option to collect the caller’s company, website, job title and department.
• Onboarding Wizard: Within the Onboarding Wizard, Phone and Website fields both copy to Google Maps.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Recorded Transfers: The ability to toggle if you want to continue to record calls after they’ve been transferred has been added under the Record your Calls section within Number Settings.
• Ability to Dial Customers After a Reach: For customers who are using either the Recording or Text to Speech Reach Message options, we’ve added the ability for the user to press 2 after the message has finished playing to dial the caller back using their Caller ID.
• SAS Flex Mobile App: If you haven’t already, take a moment to download our free mobile app for iPhone and Android users to manage your messages in real time.

The post August 2023 Release Notes – Premium Add-On’s, New Scripting Block, and More! appeared first on Specialty Answering Service.

General Web Portal

• Updated Calls Dashboard – Say hello to the new call log dashboard! Enjoy this updated look, complete with a statistic view that includes a snapshot of the current month’s activity.
• Ability to Stop a Reach – If you’re using our automated reach on-call feature, you’ll now have the ability to stop a reach right from the portal without having to accept the phone call or SMS message. If you’re in the portal while a reach is active, you can stop it from the top of the call dashboard and on the call itself.
• On-Call Tab Added to Call Details – We’ve improved the on-call tab in the details view which now shows who was called last, who is being called next, and what time the next call will go out.

Profiles

• Search Profiles – A search bar has been added to the Profiles page giving the ability to search through all of your Profile data. This includes names, phone numbers, email addresses, and custom messages.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Trigger Block: A new Trigger block has been added which allows an agent to send data to or on behalf of the caller before the end of the workflow.
• Queue Announcements: Activate Queue Announcements which will play in between queue music loops while the caller is waiting for an agent, e.g., “Thank you for your patience. We will answer your call shortly.” Want to mix it up, you can add up to 10 – we’ll choose what to play randomly each time the queue music loops.
• SAS Instant Callback: This app allows you to initiate instant callbacks to your customers after they’ve submitted a form on your website. When the form is submitted, our agents will call the person who filled out the form on your website immediately, already knowing who they are and why they’re contacting you. From here, we can quickly screen and transfer calls to your staff so you can close the sale, or even initiate a dispatch if it’s an emergency!

The post Release Notes – New Calls Dashboard, the Ability to Stop an Active Reach, and More! appeared first on Specialty Answering Service.

General Web Portal 

• On-Call: A new on-call view has been rolled out which includes user friendly color-blocking and step by step instructions. Scheduling on-call rotations has never been easier!
• FAQs: Deleting FAQ Categories will no longer delete the FAQs associated with it. Now, all FAQs associated with a deleted Category will show as Unassigned.
• Profiles: An updated Profile view has been rolled out, including user friendly color-blocking and easy to use notification toggles.
• Hold my Calls: A new feature has been added within the Profiles tab that allows users to hold their calls if they are using the Warm Transfer block within their script. This feature controls your warm transfer availability.  If this feature is turned on, agents will not be able to transfer calls during the timeframe you’ve set. You may want transfers to be held for company meetings, early closures, or any other time you’re too tied up to take calls!
• News Feed: Want to be alerted when new updates get pushed out to Flex? Check out the News Feed feature within your portal to see what’s new!

Scripting Updates

• Builder: A new Script Builder view has been rolled out which includes updates to script blocks, sections, and the workflow itself. Editing scripts has never been easier!
• Content Restriction: A new option has been added to both the Phone Number and Email script block that allows you to input restricted content that if entered, will display an error to the agent. This feature can be used to help deter agents from entering fake information like “none@none.com” or your business’s caller ID.
• Trigger Block: A new Trigger block has been added  which allows an agent to send data to or on behalf of the caller before the end of the workflow.
• Callback Greetings: Users now have the ability to customize their callback greetings.
• Workflow (Path): The Workflow (Path) block now has an added evaluation for ‘AND’ and ‘OR’ on each decision set.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Google Calendar: Additional Frequency and Earliest Options have been added to the Google Calendar app.
• Date/Time Blocks: The Date/Time block now has a new option option where agents will be able to select “Anytime” as an option if the caller doesn’t want to provide a specific date or time for an appointment.
• Required Blocks: Required script blocks will stand out more to agents with a new Required label that will apply once the Required field has been checked off.

The post May 2023 Release Notes – New Scripting Workflow, Updated On-Call, and More! appeared first on Specialty Answering Service.

General Web Portal

• Callback Customers: In addition to texting with your customers from the portal, users now have the ability to call customers from your portal as well as long as the computer they are using has a functioning microphone. When you call from your portal, your private phone number is never exposed. Customers will see your SAS phone number as the Caller ID. If they called that number back, one of our operators would answer!
• Call Details: Receiving your messages is important! In the Timeline of your Call Details page, you’ll see an error message if the Profile we tried to send the message to had no delivery options configured. If you’ve received a call but didn’t get the message, check the timeline to start to dive into why.

Flex Billing

• Billing Access: You can now access your answering service billing right from your Flex portal. Users have the ability to update their payment method, view invoices, process payments, and even change their plans – all without contacting customer support. You can even check the page for an accurate estimate of what your invoice will be for the upcoming month.
• Purchasing Additional Numbers: Want a new number? Don’t call us! Users now have the ability to purchase additional numbers right from their portal. Additional numbers can be used with Advanced IVRs, different scripts, lead tracking, or if you are having us answer for a multiple location business. Also, just kidding about the ‘Don’t call us’ part. You can still call.
• Billing Alerts: Clients on our new billing system are able to set alerts to be notified when they’ve hit different percentages of their allowance, as well as percentages of the threshold where it’s cheaper to be on the next plan.

IVR Updates

• Email Voicemail Messages: In the IVR Log, you now have the ability to email any voicemails you’ve received.
• Block Numbers: Click the row menu of any IVR call to easily block that number from calling again. Once the number is blocked, it will never get through to your account.
• IVR Workflow: Configuring Advanced IVRs is easier now with color-coded blocking.

App Integrations

• SAS Instant Callback: This app allows you to initiate instant callbacks to your customers after they’ve submitted a form on your website. When the form is submitted, our agents will call the person who filled out the form on your website immediately, already knowing who they are and why they’re contacting you. From here, we can quickly screen and transfer calls to your staff so you can close the sale, or even initiate a dispatch if it’s an emergency!

Scripting Updates

• Closing Block: Want to have the operators close the call by saying something different when you’re closed for vacation? Within the Closing block, users now have the ability to configure different operator text for Lunch and Holiday hours.
• DNIS System Variable: If you have multiple forwarding numbers attached to a single script, using the DNIS system variable in a workflow block automatically routes the agent through the script based on the number the caller called in on. For example, if you own a restaurant franchise with multiple locations and are using SAS as your complaint line, just attach all of your SAS numbers to a single script. When the agent answers the call, they’ll know they number that was called in on and will handle the call differently based on factor.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Alphabetize Bulk Options: In script blocks that allow you to add bulk options, users now have the ability to alphabetize the entries automatically.
• Number Settings: The ability to choose which Caller ID you’d like displayed during a Reach from an on-call dispatch to your customer.
• Greeting Lookup Block: Adjustments have been made to the Greeting Lookup feature where if the caller’s caller ID is found in the system, their data will pre-populate for the agents to help cut down on call length.

The post September 2022 Release Notes – Instant Callback, Integrated Billing, and More! appeared first on Specialty Answering Service.

General Portal Updates

• Blocking Callers: Nusiance callers? You can now block numbers right from the Call Details page.

• New SMS Messages View: On the left-hand navigation panel within your portal, there is a new icon where you can view and respond to SMS Messages.

Number Settings Updates

• Queue Announcements: Activate Queue Announcements which will play in between queue music loops while the caller is waiting for an agent, e.g., “Thank you for your patience. We will answer your call shortly.” Want to mix it up, you can add up to 10 – we’ll choose what to play randomly each time the queue music loops.

• No Greeting: If you don’t want your callers to hear an upfront greeting when they call, select the No Greeting option. However, we always suggest using a customer Front End Greeting so callers know they’ve reached the right place!

• Recorded Transfers: The ability to toggle if you want to continue to record calls after they’ve been transferred has been added under the Record your Calls section.

• Business and After Hours Greetings: If you want callers to hear a different Front End Greeting depending on when they call, activate the Business and After Hours Greeting option within your Number Settings.

• No Caller Callback: If you have our Callback or Queue Callback option activated, you can also activate No Caller Callback. This will allow our system to try calling the caller back if they didn’t answer on the first attempt.

Scripting Updates

• Dynamic Reach: The ability to Send Messages to Profile have been added to the Dynamic option within the Reach Script Block.

• Agent Notes: Most Script Blocks have the ability to add a note for the agent using the ‘Add note’ checkbox.
• General Workflow: The Script Workflow view has been economized so it’s capping off text after 3 lines. This will make it easier to review scripts that include a lot of text. In addition, a Search function has been added to the top of the Workflow view so users can search for specific Script Blocks being used within the Workflow.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Ability to Dial Customers After a Reach: For customers who are using either the Recording or Text to Speech Reach Message options, we’ve added the ability for the user to press 2 after the message has finished playing to dial the caller back using their Caller ID.
• Ability to create custom Email Templates: Within Profiles, users now have the ability to create custom Email templates as well as custom SMS templates.
• Queue Music: Want your customers to hear a ringing phone instead of music while they wait for an agent? Select the newly added Telephone Ringing option from the Queue Music drop down from your Number Settings.

The post March 2022 Release Notes – Updated SMS Messages, New Callback Options, and More! appeared first on Specialty Answering Service.

You don’t need to waste months auditioning your answering service to find out if they’re helping you grow. In reality, you should know within a few weeks if they’re going to be a good fit. There are certain things to consider when creating your pros and cons list as you assess if they’re working for you, or against you. After reading this article, you’ll fully know if your answering service fits your needs, or it’s time to go on another date.

#1. They’re solving a problem

It’s important to know what problem you were trying to solve when you hired your answering service, and if the service is helping you achieve those goals. Here are some common goals customers have when hiring an answering service. If you see your goal in the list below, ask yourself if the service is helping, or hurting:

• You want to filter out unwanted telemarketing calls
• You want to save money by not having to hire full time staff
• Your in house staff are too busy answering calls and are unable to focus on other tasks
• You want to reach a larger customer audience with bilingual support
• Too many leads are being missed after hours, on weekends or holidays
• You want to increase response time with your customers

#2. They get messages to you in a timely manner

The primary goals of an answering service is to handle customer communication on your business’s behalf, and to make sure those inquiries and requests reach you successfully – but not all answering services are created equal. Some systems rely on the operators to send the message manually, while others will dispatch a message when the call is saved or when the caller and the callee have both hung up. If you’re waiting on an agent to remember to send you a message after a call is over, human error could be affecting how long you’re waiting around to get messages. If you’re relying on a system that only sends messages a few times an hour based on a scheduled system task, you could be missing important leads.

Waiting around for minutes or hours to receive your messages means you’re probably going to miss out on some important business opportunities. For well-established, enterprise-level organizations, maybe that’s not such a big deal. But if you’re a small business owner or you’re just starting out, seconds matter! A few minutes wait, and a new lead may become another number to toss in the circular file. The faster your answering service can send your messages, the faster you and your team can prioritize and act on them.

If your answering service sends you messages automatically as soon as the call hangs up, you’re on the right track.

#3. They’re saving you money

No matter how big or small your business is, managing and budgeting your finances is a crucial aspect of running a profitable company. Answering services can help you cut costs and keep more dollars in your business going towards growth. If your current answering service offers the following 3 must have points, you’re in good company:

• Multiple plan options: Similar to phone companies, an affordable answering service will offer multiple plan options depending on how much call volume your business generally receives. For example, Specialty Answering Service has 8 different pricing plans to choose from on our pay-per-minute service, starting from the bare minimum all the way to a plan that covers over 10,000 minutes.
• Ability to increase or decrease plans as needed: In the business world, nothing is ever static. One month, you may be overwhelmed by a flood of calls, and the next month, there’s barely a trickle. An answering service that wants to help you save money will allow you to increase or decrease your plan as needed so that you’re never overpaying for service.
• Option to add automated support: If your answering service uses a pay-per-minute pricing structure, then every minute counts, especially for small businesses. If you notice your line is getting hit with robo-dialers or customers who just have simple questions, such as where your business is located or your business hours, those calls may be eating up unnecessary costs. Ask if your answering service can add automated support to your line with an IVR. Robo-dialers won’t be able to press 1 to get connected, and customers who just want to know what time you open will be able to listen to a recorded message.

If your service doesn’t have the appropriate plan for your volume, if you’re locked into a rate that you may not be able to maintain, or if you can’t add automation options to help cut down on live operator minutes, it may be time to look for a new service.

#4. They’re actually answering your calls

Another reason businesses look to use answering services to capture leads and handle customer communication is because they do not have the resources, budget or staff to be able to handle a high volume of phone calls themselves. However, if your answering service is frequently having trouble picking up the phone, then it may be time to shop around. For answering services, queue times, also known as answer rate, could be costing you business.

No answering service in the industry that can guarantee a 100% answer rate all the time. In fact, the industry standard is 80% of calls answered within 20 seconds. A familiar gauge that answering services use to break this down is the length of a ring, which is about 6 seconds. If an answering service tells you they usually answer a call in 3 rings or less, they are telling you that they usually answer a call before 20 seconds.

A good answering service will monitor their answer rates, look to previous data trends to make sure they are always staffed up accordingly, and continuously work to ensure that all calls are being answered in a reasonable amount of time. If they can’t always answer calls quickly, then they should have features that can be activated to help cut back on missed leads, like a call back system. For example, SAS offers both a Callback feature and a Queue Callback Feature, at no additional cost. Here’s how they work:

• Callback: This option will give callers the option to reserve their place in the queue. The length of time they may be on hold is announced in the beginning, and callers have the option to wait, or to hold their place in line and have an agent call them back when they become available. After hanging up, their spot in the queue is held and they’re automatically called back when an agent becomes available.
• Queue Callback: This option will dial your callers back automatically if they hang up while waiting for an agent to answer the call.

If you’re seeing more calls have come into your office telephone line vs. how many messages the answering service has taken, or you’re hearing reports from your clients about how long the service is taking to pick up the phone, you’ll want to contact your answering service to get a call report. If they aren’t answering your calls, they’re costing you opportunities, and your relationship with them may be a bust.

#5. They have enough features to grow with you

Most answering services can do a lot more than just answer your phones. As technology continues to evolve, message centers are able to incorporate features designed to make your life easier. There may be some features you don’t need now, but it’s great to know that as your business grows, you won’t need to look for another service to meet your evolvoing needs. Ideally, a solid answering service will provide:

• Access to an online portal or mobile app: For professionals who may not be in front of their computer all day, such as mobile veterinarians or plumbers, it’s important to have the ability to check messages or make updates on the go via an online portal or mobile app.
• On-call scheduling: If your answering service utilizes an on-call scheduling system, take advantage of this option for emergency dispatching, or even just for immediate lead capture with a warm transfer schedule.
• App integrations: Many business owners have adopted customer relationship management (CRM) systems to store and organize customer data. An answering service that offers app integration with popular CRM software will streamline the intake process by eliminating the need for your team to do double the work. And less time in data entry means increased employee productivity!
• Bilingual support: Having the ability to provide consistent support to your Spanish-speaking customers is a game changer, opening your doors to a much larger audience. If this level of customer care is important to the success of your business, look for an answering service that offers bilingual operators at little to no extra cost.
• Flexible scripting options: Every company is different, and any worthwhile answering service will take your specific needs into account when working with you to develop a fluid call script. For example, legal firms would likely require a different set of screening questions than an HVAC company, and medical practices may want to include a dispatching protocol for emergencies.
• SMS messaging: Having the ability to text back and forth with customers via your online portal is a great way to keep a channel of communication open at all times, and can even allow you to assist multiple customers at once!

#6. You can reach them if you have issues

No one likes dealing with a business whose customer support team is unresponsive. When there are issues, customers want to know that there is someone who can help them fix the problem as quickly as possible. Not only that, but representatives who are friendly and empathetic can turn a frustrated caller into a lifelong patron simply by putting themselves in the caller’s shoes. This goes for both the operators answering your inbound traffic and the customer support team managing your account.

If your answering service makes call recordings accessible, listen to interactions regularly to ensure that operators are delivering assistance with courtesy, care, and commitment to a positive outcome. A great service will always welcome your feedback, good or bad, and take immediate steps to resolve issues. When their customer support team can maintain quick response times, handle updates efficiently, and offer valuable suggestions that will provide the best possible experience for your callers, your search is over. That’s a perfect match!

If your service isn’t giving you the ability to listen to calls, or if you’ve had issues and you haven’t been able to get them resolved, it’s time to look for another service.

Choosing the right answering service for your business is an important, and sometimes lengthy process. To really know if they’ll work for you, you need to give them a try. Specialty, like other services, offers a trial period where you’ll be able to experience everything we offer, for free. It’s a great way to know how a new telephone answering service will work for you before you’re committed. The considerations above can help you to take the temperature of your current service to see if it’s working for you, as well as give you some questions to ask while you’re in the discovery process. You’ll want to make sure you choose the best service for your business model, as the right live answering service will be instrumental to the growth of your company.

The post 6 ways to tell if your answering service is the right fit for your business appeared first on Specialty Answering Service.