Please always follow this script when answering phone calls.
Opening Call
360: “Thank you for calling Optimized360, my name is [name], how may I help you today?”
- caller will sometimes just start asking questions or mention where they are calling from
360: “Hi [caller’s name], how are you today? .. Great, and are you a current client?”
- no: “May I please have your telephone number in case we get disconnected?” — write down
- “Perfect. Let me transfer you to one of our consultants, they will be able to answer any questions you might have.” — transfer call to available consultant
- yes: “Can you spell the doctor’s last name?” — search client list, open profile
- 360: “Great, I have your account open. Are you looking to make a change on your website or have a different question?” — if ticket, write down and submit ticket.
- If question not understood, “Let me check on that for you. Can I put you on a brief hold doctor?” — ask appropriate person for answer or transfer if needed.
Closing Call
360: “Was there anything else that I may help you with? … Great, thank you for choosing Optimized360 and have a good day.”