5 ways to configure the script of your call center 

You took the right step in the development of your business by turning to cloud services and the benefits of VoIP telephony.

Wanting to embrace modern innovations offered by these services, you chose to upgrade to a Cloud-based phone system.

However, to fully exploit its advantages, both for your clientele and for the team comprising your business, you need to “create” a call center script.

Ways to configure your Cloud Phone System script

If you are a business owner, especially a small or medium-sized one, you know very well that when the phone rings non-stop, there is a strong ambivalence. On the one hand, it means more customers are interested. On the other, it means constantly filtering out calls that are not related to interest in your products or services.

Thus, a solution is to have a receptionist who will manage your Cloud phone system. But can your business afford a new hire? Here comes a widely used and effective function of your Cloud phone system: the auto attendant. Essentially, these are virtual receptionists who handle all incoming calls to your Cloud phone system.

Regarding your Cloud phone system script, it encompasses all the information and paths the caller will hear each time an incoming call arrives. This can include your business location, operating hours, internal numbers, sales or service departments, and many other details. It all depends on your business, its structure, and the services it offers.

Tip: For the voice of the Auto Attendant, you have the option of a robotic voice, recordings by your employees, or even a professional voice actor, which is the most effective choice as it adds professionalism and familiarity.

5 effective examples of a call center script

Scenario 1 – For a company with up to 5 extensions:

Welcome message and options: press 1 for sales, 2 for accounting, where each option directs the caller to the appropriate department.

The caller selects the desired department and feels they will speak directly with the responsible person without delays, while simultaneously perceiving your business as organized.

Scenario 2 – For a company with 5 to 25 extensions:

Welcome message and options: press 1 for sales, 2 for accounting, 3 for services, 4 for administration, where each option goes to a group of users, and any available user answers the call.

Scenario 3 – For a company with 25 or more extensions:

Welcome message and options: press 1 for sales, 2 for accounting, 3 for [service], 4 for administration, where each option goes to a group of users, and any available user answers the call, while the caller hears their position in the queue with Greek instructions.

Or, a welcome message and options through the caller's voice commands or a choice to speak with a representative.

Scenario 4 – In Case of Unavailability:

It's always advantageous to have a script for cases where the employees or a specific department are unavailable. A typical example is:

– Basic greeting

– All our representatives are currently busy. Please leave a message, and we will contact you.

or

– We apologize, but we cannot take your call at this time. Please leave a message, and we will contact you as soon as possible.

or

The system sends you a real-time email with the number that called, and you cannot attend to it.

Scenario 5 – Out of office hours:

You may receive calls outside of working hours, which could be from potential customers. Your Cloud phone system can handle this as well.

It's always effective to have a professional script for calls outside working hours, reinforcing the image of a business that cares for everyone. For calls outside working hours, the following options are available:

-Basic greeting.

– You are calling [Company Name]. We cannot serve you at the moment due to the end of working hours. If you wish, you can leave a message with your name and phone number, and a representative will call you as soon as possible.

or

– Thank you for calling [Company Name]. If you are hearing this message, it means you are calling outside of business hours, which are

XX a.m. to XX p.m.,

Monday to Friday.

or

The system sends you a real-time email with the number that is called, and you cannot attend to it.

In case a call has been directed to a person or group but they are busy or unavailable, it would be ideal if this call is forwarded to an extension where someone is certainly available to take a message. This way, no call is missed, and the caller's effort to contact your business does not go in vain.

In all the above cases and common configuration methods, you can add a script segment for special occasions or emergencies that transfers the call to a specific, predetermined landline or mobile phone.

Tips by VOICELAND:

With expertise in VoIP telephony and Cloud phone systems, at VOICELAND, we can provide useful tips for configuring the script for your corporate phone system.

• The introduction and welcome should have certain characteristics. They should be brief and concise, giving a general picture of the business (e.g., name, address, field), and should definitely be polite yet familiar.
• It is always good for the customer to know they have many options. Therefore, if you have an option for online communication, make it known and available.
• It's beneficial to have options for the call to reach the appropriate departments or extensions.
• The availability of departments during working hours benefits both you and your business. Having a script for calls outside working hours shows a very professional image.
• It is very helpful to have an in-charge person to take calls if the caller does not know where to direct themselves.
• Even more helpful is having a person in charge to take calls in case of a foreign language.

Additional support for your phone system from VOICELAND:

At VOICELAND, offering the best service for VoIP telephony and Cloud phone systems, we guarantee you will have advantages such as:

– If a customer terminates the call and no representative answers, an automatic missed call notification is sent via email to the supervisor. Thus, you have a complete overview of communications related to your sales.

– Queues: Waiting lines with the announcement of the waiting position to the caller. This can increase the potential customer's trust.

– Real-Time Status.  Monitoring the status of calls in real time. To have more assured control of calls and the team in general.

– Incoming and outgoing calls, with the ability to display your business number from anywhere (Greece/Abroad) using Wi-Fi or 4G/5G, without charge.

If you want to learn more about Cloud phone systems and how they have become the future of telephony systems, see here.

In any case, you can contact our representative for more information or request a quote immediately.