Why Telephone Answering Scripts Work

When someone phones a company, it does not matter if they are contacting customer services or sales everyone wants to receive a professional response. If you phone a company that has alot of staff, chances are the employees will have been trained and know the business to be able to deal with the query.

If you employ the services of a virtual PA, or virtual office they will need to know the business and come across in the same professional way. The person calling the company should not be able to know if they are calling the company office or a virtual office. The customer should still receive the same level of attention.

This is where scripts come in as the virtual office can take the call and then follow a specific criteria about the company or they will have set information, should any questions arise. Some example scripts might include customers calling for:

• A response from a letter or mailing
• A direct query from the website
• Calling to request a sample or more information
• Complaints

All of these situations can be dealt with if there is a script to follow or knows the key points about the company and can take a message.