How to create your first custom call answering script.

Key

• Call flow – The script used by your virtual receptionists to answer calls to your business. Your call flow denotes the various answers your virtual receptionists could give based on the caller’s questions.
• Live Chat Support – An AnswerConnect service wherein virtual receptionists engage visitors to your website through a chat widget.
• Client services team – Your AnswerConnect support representatives. When you sign up, you’ll work with our client services team to make any changes to your account that you can’t make yourself.
• Time-of-Day scripting – A service that enables you to give callers custom responses based on the time they contact your business.
• Repeat – Repeats enable your virtual receptionists to repeatedly dial specific team members until they get an answer.

So, you’ve just signed up to AnswerConnect. Congratulations! You’re probably eager to start (and who could blame you?). Your account will go live at the point of sign-up with a template basic message. Any messages we take will be emailed by default to the signup email address until you’ve configured your settings. Of course, you’ll want to update this with your custom messaging as soon as possible. And that means configuring your script.

When you first sign up to AnswerConnect, we take time to learn about your business. We discuss your call requirements, typical customer base, and overall business goals. But to configure your script for maximum value, it’s worth exploring the terminology, purpose and possibilities around your call-handling service.

What is call scripting?

Call scripting, AKA your call flow, refers to the lines your receptionists use when answering customer calls. Depending on the customer query, we create various responses based on templates of what we know works best. Your answering agents can also take messages, book appointments and process orders.

Answers can differ according to the query your callers have. Call flows cover the questions your callers are likely to ask. 

But your scripts can also go deeper. Just launched a new marketing campaign? You can create custom call scripts to answer specific questions about the campaign.

Create decision trees for multiple queries.

You can create multiple lines within your call flow. This enables your answering agents to respond to your customers with different responses based on their requests.

For instance, if the caller is a tenant in your property, people will commonly contact you to request a maintenance specialist.

We can then create a set of questions to establish their location, the nature of their repair and when they require you to resolve the issue. We can elevate the call directly to an assigned number in an emergency. Alternatively, we can contact your assigned repairperson. You can also decide how and when we contact particular people within your team – these are your call flows.

Developing routing and transfer rules as part of the scripting process.

Every call flow includes designated transfer, reroute, and message-taking processes. We ask that you define these rules upon signup to your answering agents. These transfer rules specify where you want your answering agents to transfer callers based on their requirements.

Within your call flow, you can designate live relay calls – where we transfer calls and pass messages to a specific person in your team. You can even differentiate who we contact through an on-call schedule based on pre-conditions. This is called ‘Time-of-Day scripting’. You may want calls directed to specific people during business hours and someone else if the call comes outside business hours.

We can set a repeat – if the answering agent can’t get through to someone, we can keep trying the different numbers on file for specific tasks. This way, you can trust caller queries will be handled by the right person in good time.

Simultaneously, you can integrate a live response script with your CRM so your team sees the latest opportunities in real-time. That allows your outreach team to prioritize new opportunities and respond promptly.

How many call flows can I have?

You should have at most five to six different scripts. While giving every caller a personalized experience is essential, it’s also vital to keep your answering service consistent.

Our answering agents can handle almost any call scenario. But with too many call scripts, you risk offering different advice to the same caller depending on who they talk to. 

For instance, if you run a property management business, you’ll likely receive customer calls requesting repairs. But these repairs can cover various areas, including electricity, plumbing, painting, and general upkeep.

You might choose to elevate any maintenance questions to a specific property manager in your team. Or you may want to direct your answering agents to respond to each request using a different script. Whichever option you choose, we’ll work with you to ensure they meet a consistent standard.

Do I need a custom call script for my answering agents?

That depends on how you want your receptionists to talk to your callers. It also depends on how often your services change and your business’ organizational infrastructure. 

Don’t worry; we work with you to identify the best scripting options when you first sign up!

Again, we recommend creating no more than five to six different call scripts to avoid confusion. Of course, you can update these anytime, but consistency is crucial to maintaining the quality of service.

How do I create a custom call script for my virtual receptionists?

To create a custom script, first, get in touch with your Client Service Team.

Your Client Service Team will get in touch and walk you through the process at a time that suits you.

How do I update my call-answering script?

You can update your script directly through your AnswerConnect Portal or the AnswerConnect app.

1. Go to your Settings
2. Go to Manage 
3. Go to Numbers
4. Go to Call Script 

From here, you can edit any text highlighted in blue by clicking the pencil icon next to the text box.

Note: Please contact your Client Service Team before you edit your script to avoid any miscommunication.

Of course, we recommend you avoid customizing your script too much.

You can call, chat, or email your Client Service Team and we can update the script for you. This is particularly important if you want to make significant changes to your script or call flow.

How do I update my live chat support script?

You can update your live chat script just like your live call answering script. We’ll update any changes you make to a script across the system in real-time so your answering agents can adapt their responses immediately.

How do I edit my contact information?

You can edit your contact information quickly and easily through the AnswerConnect Portal. 

They need to contact us to alert us to any change to contact details.

Got a new personal number for your answering agents to reach you through? 

1. Go to your Settings
2. Select Staff
3. Select Staff Details
4. Hit Edit to adjust. 

Useful tips for building your script.

Add closing questions at the end of a script:

1. Is there anything else I can do to help you today?
2. Is there a best time for us to contact you?

Always offer timescales:

• My colleague [Name] will contact you within x hours.
• I’ve passed your details to the relevant parties, who should contact you in the next hour.

Be transparent and clear:

• I’m going to transfer you now. The line may go quiet for up to ten seconds, but we haven’t hung up.

So there you go, a guide to building and optimizing your first call script with AnswerConnect. Follow this guide, and you’ll be able to rest easy knowing your callers receive a professional, on-brand experience in every interaction.

Got any questions?

Don’t hesitate to get in touch with the Client Services team here.