How do your PA's take accurate messages?
Your phone starts ringing and you are already on your mobile with a client, you are out of the office or worse still
you are on the phone and don't realise that someone is trying to contact you. Don't worry, the caller is diverted to
your Kendlebell PA who answers it professionally and politely in your business name.
So how do your PAs manage the taking of your callers message?
Your PA's follow a specific process which works extremely well in all circumstances.
The steps taken are as follows:
Step1:
The number you divert to is programmed to ring at your PAs showing your Business name and the callers
number. This way the phone is always answered correctly.
Step 2:
Our unique software immediately gives your PAs access to your movements and/or special instructions.
This allows your PAs to inform or ask appropriate questions just as though they were in your office.
Step 3:
The call is answered and your caller is greeted by one of your named PA's asking how they can help which
gives an excellent impression of your business.
Step 4:
From knowing your business and specific details which you require, your PA's can establish your callers
name, business, contact details and the reason for their call. Additional information can be taken just let
us know.
Step 5:
As the message has now been taken your PAs will now confirm the details back with the caller during
their chat with them. This double checks that the caller has been understood and the details taken are
correct.
Step 6:
The caller is then asked by your PAs if there is anything else they can help with. Further details are taken
by your PAs or they will close the call professionally.
Step 7:
Your caller then goes away knowing that their call was taken by one of your professional team and that action
will be taken.
Please note that so far during this whole process your PAs have never typed! This is very important
because when a message is taken and a PA types at the same time (just like a standard call centre operation
would do) your callers hear this noise and believe that they are speaking to a call centre. Also, when a
message is typed at the same time as the call is taking place there is no safe way to double check or easily
change details of the message. This then gives wrong message details and incorrect telephone numbers.
NB: Kendlebell remove this issue by following our 8 message taking steps.
During the above 7 steps your PAs write down each message by hand using a specially designed message taking
sheet. This allows the correct details to be taken and prompted for, such as: telephone number (11 digits), email
addresses, company details etc.. This process allows your PAs to fully concentrate on each call to get the most value
from it for you.
Finally Step 8:
Only when the call has finnished do your PAs then start to input the message on to our highly intelligent and unique
software system which then sends each message to you.
The whole process only takes a few minutes from answering the telephone, taking the message and sending
the message but it gives every call the focus it should have and what gives you that special and personal service.
To trial our personalised telephone answering service please click here to complete
our form or call us on 0800 083 2223.
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