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.

If you’re an answering service newbie, navigating the outsourcing landscape can be confusing at best, so don’t venture into the jungle alone. To get you started on your journey, we’ve posted 76 examples of scripts from a variety of industries so you can get a taste of what an answering service is capable of accomplishing. Within the industry specific scripts below you’ll find:

• Samples of warm transfer scripts
• Scripts for transferring calls
• Welcome message or greeting scripts
• Scripts for customer service
• After hours scripts

#1. Accounting/Tax Services & Consulting

In the Accounting industry, businesses could include tax preparation companies, investment firms, and funding services. Below are 3 of our script examples from various financial companies.

• Mortgage Consultants
• Financial Services
• Tax Relief

#2. Advertising/Media & Entertainment

In the Advertising and Entertainment industries, businesses could include DJ’s, party planners, magazines, marketing firms, broadcasters and event venues. Below are 3 of our script examples from various advertising and entertainment companies.

• Product Design
• Mobile Media Marketing
• Newspaper Company

#3. Auto

In the Auto industry, businesses could include auto and RV rentals, tire supply shops, and auto parts dealers. Below are 3 of our script examples from various auto companies.

• Auto Detailing
• Auto Service
• Auto Dealership

#4. Banking & Insurance

In the Banking and Insurance industries, businesses could include student loan consolidation, financial advisers, and credit unions. Below are 3 of our script examples from various banking and insurance companies.

• Credit Services
• Investment
• Insurance

#5. Cleaning/Janitorial

In the Cleaning and Janitorial industry, businesses could include dry cleaning, junk removal and commercial cleaning services. Below are 3 of our script examples from various cleaning companies.

• Maid Services
• Window Cleaning
• Carpet Cleaning

#6. Computer Service & Software

• Computer Security Services
• IT Services
• Software Company

#7. Construction & Restoration

In the Construction and Restoration industries, businesses could include flooring specialists, general contractors, pavement companies and mold removal. Below are 4 of our script examples from various construction companies.

• Roofing
• Home Improvement
• Restoration
• Painting

#8. Crisis Center

In the Crisis industry, businesses could include outreach services, rehab centers, whistleblower hotlines and sexual abuse hotlines. Below are 3 of our script examples from various crisis centers.

• Drug Addiction Hotline
• Gambling Addiction Hotline
• Domestic Abuse Hotline

#9. Education & Government

In the Education and Government industries, businesses could include colleges, school districts, translation services, government officials and training centers. Below are 3 of our script examples from various education and government services.

• Academic Tutoring
• Local Government Service
• Housing Authority

#10. Electrical & Utilities

In the Electrical and Utilities industries, businesses could include gas and water utilities, renewable energy providers, and electronic services. Below are 3 of our script examples from various electrical and utility companies.

• Electrician
• Solar Power Service
• Elevator Service

#11. Environmental

In the Environmental industry, businesses could include water sanitation and testing, trash and recycling plants, tree trimming and stump removal. Below are 3 of our script examples from various environmental companies.

• Fire Protection
• Landscaping
• Pest Control

#12. Equipment Rental & Service

• Trailer Rental
• Appliance Repair
• Construction Equipment Rental

#13. Food & Beverage

In the Food and Beverage industries, businesses could include vending machine suppliers, grocery stores, produce markets, and bars. Below are 3 of our script examples from various food and beverage companies.

• Catering
• Bakery
• Restaurant

#14. HVAC & Plumbing

• HVAC
• Plumbing
• Refrigeration

#15. Law Firm

In the Legal industry, businesses could include divorce lawyers, workman’s compensation lawyers, civil lawyers, and general practice lawyers. Below are 3 of our script examples from various legal firms.

• Personal Injury
• Criminal Defense
• Immigration

#16. Transportation

In the Transportation industry, businesses could include moving companies, car rentals, hauling services and animal transportation services. Below are 4 of our script examples from various transportation companies.

• Limousine
• Towing
• Taxi Services
• Medical Transportation

#17. Medical

In the  Medical industry, businesses could include pediatric offices, OBYGN and women’s health centers, physical therapy centers and hospitals. Below are 6 of our script examples from various medical services.

• Chiropractor
• Counseling
• Dental & Orthodontic
• Family Practice
• Home Health & Hospice
• Surgical Center

#18. Travel

In the  Travel industry, businesses could include convention centers, spas and resorts, and cruise planners. Below are 3 of our script examples from various travel services.

• Vacation Rentals
• Travel Agency
• Tour Booking

#19. Veterinary

In the  Veterinary industry, businesses could include specialized care like equine veterinarians, exotic animal veterinarians, zoologists and pet grooming. Below are 3 of our script examples from various veterinary services.

• Animal Hospital
• Mobile Veterinarian
• Pet Cremation

#20. Other

If we missed your industry in the list above, don’t worry – we have more! Below are an additional 14 industries that may be more specialized or may better fit under what you’re looking for.

• Church
• Funeral Home
• Locksmith
• Manufacturing & Engineering
• Non-Profit Fundraising
• Personal Training
• Photography Studio
• Property Management
• Real Estate
• Retail
• Salon & Spa Studio
• Security Services
• Telecommunications
• Web Design

The post 76 Examples of Answering Service Scripts appeared first on Specialty Answering Service.

While most live operator services give you the ability to customize nearly every aspect of your account, there are some things answering services just can’t do as well as you can in your own office. Some of the things you do in-house, like answering complicated billing calls or reading MLS data to a prospect, aren’t going to translate well to an outsourced environment. Below are 6 real examples of requests our support team has received from customers, and how we’ve worked to find solutions.

Request #1: “I don’t provide _____ service, but I want to tell the caller that the on-call technician can’t come out for another 3 hours due to technical issues. I just don’t want it to look like I don’t provide _____ service.”

While we can definitely give callers specific time frames of when they should be expecting someone, this particular customer request is bad business.

The issues:

• First, the caller is being misled. If you don’t do the requested service, it’s better to be honest with the caller up-front and let them know.
• Second, what happens if the caller is cool with the 3 hour time frame? Since the business doesn’t handle these types of service requests, no one would be showing up in 3 hours, which would be bad. When we asked the client this, they advised that most people will simply hang up and move on to the next business. If the caller didn’t hang up and move on, they would call back later furious that no one has shown up to help.

What should happen:

An answering service should be direct and honest with the caller. If a business doesn’t do something, the operator should say something like:

“I apologize, but unfortunately we do not provide that service. Thank  you for calling and enjoy your day.”

If the response isn’t something scripted, it’s always helpful to have a list of services in the FAQs to reference to avoid this conflict, or even just a list of services you get asked about a lot but don’t perform. Having the virtual receptionists weed out these calls will not only lower the call volume (and invoices), but it will also help avoid unhappy callers.

Request #2: “Can you please say ‘Mr. ___ is in a meeting right now?’ I don’t want it to seem like I am using an answering service.”

This is actually a fairly common request that we receive, and we always advise against it.

The issues:

• Since we are a 24/7 answering service, if someone calls in at 2am or on Christmas Day, we would still be telling them you’re in a meeting.
• While we can put in different responses based on the day and time a call is received, the ‘in a meeting’ response 100% of the time typically doesn’t seem legit. In addition, the caller may ask to hold until the person is available.
• If a caller hears this, they may assume their call will be returned as soon as the meeting is over.

What should happen:

We’d want to keep the response simple and straight forward so that no one thinks they’re being deceived. Our agents would typically say something like:

“I would be happy to help you reach Mr. ___. I just need to gather some basic information so I can have your call returned.”

Then, we can proceed to gather the caller’s information. This way, the caller is speaking to a live person so they feel like they are being heard without being given false information. Plus, if every time they call in they’re told the person they are calling for is in a meeting, they may start to become suspicious – or jealous since everyone loves meetings!

Request #3: “Can the operators search through a Google Sheet that contains every zip code in every state in the country? The on-call schedule we want you to use will be updated on the sheet.”

Google Sheets is a great tool, but there’s a right time to use it – unfortunately, this isn’t one of those times.

The issues:

• Manually sifting through a monster document like this can result in the answering service operator selecting the wrong on-call person.
• Having someone page through a big document takes time, which would make for an unpleasant experience for the caller.
• Longer calls means higher invoices, which would make for an unpleasant invoice for the business owner.

What should happen:

The best course in this case is to program this information into the script. It would take some pretty extensive programming, but ultimately it’s the only way to make sure callers are assisted accurately. If the answering service leaves it up to chance, a technician in Oregon could get an on-call dispatch from a customer in Ohio. That would stink.

Request #4: “I’d like to update the operator’s greeting to: ‘Smile! It’s a great day at _______!’ or ‘Thanks for calling the region’s #1 _______ provider where customer service is our number one priority.”

Having an enthusiastic greeting is an awesome idea, and can definitely set a business apart from their competition. With that being said, having a remote receptionist deliver it with consistency may not work.

The issues:

• If a greeting is outside of the norm, your virtual receptionist may trip over their words making something supposed to be enthusiastic sound ultra unprofessional.
• Because virtual receptionists are deliberate when they read a script, the greeting may not come off as enthusiastically as it would coming from someone in the actual office.
• Since answering service agents handle thousands of different phone calls a day, they can’t practice each individual greeting. So, a custom greeting like this may sound unnatural.

What should happen: 

If a client wants to parallel the greeting they use in their own office, it’s best to add this as a custom recorded message on the line instead. That way, the answering service can eliminate the chance of human error and can continue providing amazing live support.

Request #5: “I need the operators to take payment information. But first, they need to read the entire terms and conditions from my website so the caller can verbally accept them.”

One of the great things about our service is that our virtual receptionists do have the ability to process payments. However, there are some restrictions when it comes to implementing this.

The issues:

• If we are taking payments, our secure call center technology allows us to turn off call recordings prior to accessing the website so that credit card information stays protected. Because of this, there would be no proof that the caller agreed to the terms.
• If we were to put the terms and conditions into the script, it would be a disaster. We definitely do not recommend inserting large blocks of text as it’s a lot for the agents to scroll through and read.
• Terms and conditions are generally pretty lengthy. Having our operators read them to every caller would drastically increase the call length and jack up your invoices. Yikes!

What should happen:

If the caller needs to agree to a long list of terms and conditions to make a payment, we recommend that the operator refer the caller to the website to make the payment or complete the order on their own.

Request #6: “I have a Google Doc with a list of people that you are allowed to say I will call back ASAP. The operators will need to search through it because otherwise I want you to let the caller know I’ll call them back in 5 days.”

Google Docs is another great tool to reference for general information. However, it is not the most helpful when it comes to actual scripting.

The issues:

• Let’s say John Smith calls in. He’s given that time frame of “ASAP”, but the client was actually waiting for a call from John Smythe. Whoops!
• If an operator is going right to this Google Doc from the jump, they probably did not have the chance to verify the caller’s name, which could have lead to the mistake mentioned above.
• We recommend not having scripted actions handled outside of the script itself.

What should happen: 

If a client asks for this, they’re probably having a hard time catching their breath at the office and keeping up with their return calls. We can implement a “Multiple Times Calling” path so that messages are notated differently. This way, the client can log into their portal and filter call results to prioritize call backs!

As an answering service who excels in providing great customer support, we welcome all requests! We will always be transparent with you and let you know when something will not work. After all, our #1 goal is to make sure someone is always there to answer your phone and represent your business well. If there’s anything you do in your own office, our support team will always work to find a creative solution to suit your business needs!

The post The Report From Support: Best Practices for Strange Outsourcing Requests appeared first on Specialty Answering Service.

Want a quick refresher course? Let’s recap the 5 essential ingredients to the ideal answering service script:

1. Start with a clear greeting, and stir in a direct question. – Steering the call right from the greeting eliminates any guesswork for the operators.
2. Fold in key information, and don’t overmix. – Keeping questions simple will ensure that your calls don’t go any longer than necessary.
3. Pour into a pre-set message delivery method. – Contact programming to confirm where you’d like your messages to be sent.
4. Bake 24 hours a day, and check regularly. – When you’re busy with current clients, it’s easy to forget about new leads. Remember to check your messages.
5. Whip up fresh details, and garnish as needed! – The operators are only as good as the info at their disposal. Stay current with your account updates.

Check out our other article for more information about answering service scripting.

If you’re writing about scripting on your own website, please copy the code below to use this infographic:

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/wp-content/uploads/5-ingredient-answering-service-script.jpg”>The SAS Blog</a></em>
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The post Infographic: How to create the perfect answering service script appeared first on Specialty Answering Service.

How can you pull together a script that will gather the right answers, maintain call flow, and provide the operators with the information they need to make the virtual receptionist experience effortless? We’ve boiled down years of experience into 5 tips for creating the best telephone answering service scripts.

What you’ll need:

1. A clear greeting
2. Key information
3. Message delivery method
4. Time to monitor your account
5. Fresh, up-to-date details

Step 1: First, start with a clear greeting, and stir in a direct question.

The first ingredient to a great message is a live greeting that will help the operator steer the call. You want your greeting to have an introduction followed by a direct question that will guide an agent down a specific script path. Following are a few examples of successful introductions:

• Thank you for calling Trixie’s Dog Walkers! This is Julie. Are you an existing client?
• You’ve reached New York Dental’s answering service. This is Alberto. Is this an emergency?
• Thank you for calling General Plumbers. Are you calling to schedule a service appointment?

Step 2: Fold in key information, and don’t over mix!

In addition, limiting your script to simple questions is always the right idea. Ask for information that callers can easily provide, and avoid complex questions that can be answered later. This ensures that calls flow smoothly, are handled in an appropriate length of time, and you have the necessary information to get the ball rolling with the caller.

Stick to basics such as:

• First Name, Last Name
• Phone Number, Cell Number
• Address, Email
• Reason for Call (usually scripted as a Regarding step)
• Best Time for an Appointment / Call Back
• Type of Insurance
• How Heard (usually the advertising source)

Step 3: Pour into a pre-set message delivery method.

Every good script should include a foolproof way to receive messages. Since adding different ways to retrieve your messages is free with SAS, we recommend receiving your messages by email and text to make sure nothing is overlooked. If you’d like, operators can also reach out to you by phone, either via a warm transfer or a reach on-call.

Going one step further, if you’re already using helpdesk or CRM software to manage leads, and you basically live inside those programs for the better part of your business day, then we can also push messages 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

For a complete list of tutorials that will show you how to configure the available integrations in SAS Desk, visit our helpdesk.

Step 4: Bake 24 hours a day, and check regularly.

When you bake cookies, your goal is to eat them. When operators take messages, your goal is to read them. Monitor your account online, or use the answering service mobile app to review message details and listen to call recordings. It’s also beneficial to create custom call status labels, which will help you differentiate the calls that you’ve sifted through from those that still need to be addressed. With custom labels, your call log is as organized as a well-set table. And if there were calls you feel could have been handled better, add a special label for quick reference. Then, when you have time, rate the operators.

Step 5: Whip up fresh details, and garnish as needed.

Last, but not least, no one wants an out-of-date script or list of FAQs, especially not our operators. When it comes to call handling, fresh is best. The online portal allows hands-on control of your information so that you can keep call handling current. On-call changes, message delivery, and script updates are all at your fingertips. Here are a few things that you may need to update, depending on your industry:

• On-Call Schedules
• Services Provided
• Properties Available
• Closed Dates
• Sales or Promotions
• Business Hours
• Appointment Availability
• Insurance Accepted
• Shipping Charges or Order Lead Time

Need some help? No problem. Contact our Customer Support team. If you’ve already created a call center script sample, we can build your script to match. Alternately, we would be happy to schedule a review of your existing script. At Specialty Answering Service, your success is our success – so let’s cook up something great together!

The post 5 Tips to Make The Best Telephone Answering Service Scripts appeared first on Specialty Answering Service.

Sample mock call for an apartment complex.

Sample mock call for an e-commerce store.

Sample mock call for a limousine company.

Sample mock call for a plumber.

Sample mock call for a recall hotline.

Sample mock call for a property management office.

Sample security system monitoring phone call.

The post Listen to call center sample calls for examples of typical call flows. appeared first on Specialty Answering Service.