GOLDMINDS ANSWERING SERVICE SET-UP INFORMATION FORM

Transcription

1 GOLDMINDS ANSWERING SERVICE SET-UP INFORMATION FORM Client s Name Toll-free Number Start Date Address City State Zip Code 1 st Contact Contact Number Fax/ Address 2 nd Contact Contact Number Fax/ Address o o o CUSTOMIZED PHONE SCRIPTING has been completed and is attached. ANSWERING SERVICE SET-UP INFORMATION SHEET is completely filled out and attached. PRODUCT INFORMATION WORKSHEET is filled out and attached. Pertinent information you want the caller to have access to (i.e. Most Frequently Asked Questions.) SHRED POLICY GOLDMINDS ANSWERING SERVICE shred policy is to shred documentation after 6 months, unless otherwise stated below by Client. 1 Account Name Authorized Agent

2 Ten (10) business days must be allowed to properly initiate a GoldMinds Phone Account. Our desire is to represent you, our client, on the very first phone call received in a personal, professional and accurate manner. The following information is needed to begin programming your account. 1. Selection of toll-free* number(s): (*Number will be released to Client after verification from GOLDMINDS Release letter for authorization to use your existing toll-free number(s): (1) (2) 2. Name under which calls are to be answered: 3. Referral address: 4. Referral phone number (customer service, emergency and/or other occasions when number should be given to caller): 5. Contact person(s): (1) (2) 6. Fax number(s) for transmitting reports to you: (1) (2) 7. Name of person(s) to receive reports: (1) (2) (3) 8. Will reports be faxed, ed? 9. Will titles be required? (Mr., Ms, Miss, Dr., Eng., Rev.). If Yes, please state 10. Do you allow Ship to address (as gift item to 2 nd party)? YES or NO Address: 2

3 PRODUCT INFORMATION WORKSHEET (Copy and use additional pages as needed) PRODUCT DESCRIPTION (Brief synopsis of content) PRODUCT CODE Maximum 8 characters PRODUCT TITLE Maximum 32 characters RETAIL PRICE Send a copy of product brochure or catalog if available. PACKAGE ITEMS (Such as audio or video series, special promo items) EACH PACKAGE MUST HAVE AN INDIVIDUAL PRODUCT CODE PLUS.Audio or Video Series. Please include titles of all tapes, CD s, and/or DVD s included in each series. Promo Items Please list all components included (videos, books, audios, etc.) 3

4 CUSTOMIZED SCRIPTING GREETING Scripting can be customized to suit your organization s individual needs. Options can be used as shown, changed or deleted according to you preferences. It is GoldMinds Answering Service goal to meet whatever challenges are necessary to accommodate the needs of your organization while representing you as your VIRTUAL SECRETARY. Thank you for calling (your company s name). How may I help you? Agent can determine caller s need from the following categories: 1. Customer Service 2. Conference information/ Registration 3. Itinerary information 4. Additional product information 5. Product order 6. Appointment setting 7. Scheduling 8. Voice message 9. Fax 10. Voice relay message 11. Emergency CAPTURING CALLER S PERSONAL INFORMATION A. TELEPHONE ANSWERING SERVICE ACCOUNTS: May I have your first name, please? Last name? Telephone number? Address? address? Customer Service Representative (CSR) captures all pertinent information including title (Mr., Mrs., Dr.,) if you wish. Standard fields include name, address, city, state, zip and telephone number. Every call is treated as a new record. ALL CALLS ARE RECORDED. Although we can store credit card numbers, we can not keep history of orders, shipments, credit card orders, etc. We do not have the ability to access long-term order history of customers. All customer service must be referred to the client s home office. B. DATA BASE PHONE ACCOUNTS: May I have your telephone number beginning with area code, first? We search by phone number for caller s personal information and calling history. It saves time and money for the client. Agent verifies the existing (patients) name and address. 4

5 This keeps client s data base up-to-date and clean with no duplication of names. Segmentation Reports are available for data base clients. Customer Service has the ability to view customers/patients history. In-depth client history is maintained on data base for client. CAPTURING MEDIA SOURCE C. TELEPHONE ANSWERING SERVICE AND CUSTOMER SERVICES ACCOUNTS: May I ask how you heard about (company s name or program/services)? CSR captures this OPTIONAL information based on media, print-ads, billboards, or broadcast listing, supplied by client. This information must include call letters of radio/tv station, day of week and time of broadcast, city and state. It can also include media source such as magazines, mailers, Internet, etc. OPTIONS (as shown above on GREETING) D. PRODUCT ORDER: Will you be placing your order on credit card today? If caller says YES: CSR captures the product(s) the caller wishes to order and then asks for credit card information. If caller says NO: CSR is prompted to follow alternate scripting in which the company s mailing address or Corporate numbers is given, and call is completed. E. CUSTOMER SERVICE: 1. PHONE ONLY ACCOUNTS: What is the nature of the problem? CSR will record information given by caller regarding the request for Customer Service in the comments field or voice recording. The notes will be relayed to the client via auto-fax or reports on a daily basis. The agent will advise the caller that a representative of the Customer Service Department will return their call within 3 BUSINESS DAYS, if they are unable to resolve the situation according to the caller s wishes, OR The agent can be prompted to give a referral number and ask the caller to contact your company directly regarding the situation. 2. DATA BASE ACCOUNTS: What is the nature of the problem? CSR will check the history for problems relating to caller s orders shipping or backorder status, credit card declines, whether or not mail orders have been 5

6 processed, defective products, NO service, etc. The agent then completes an online Customer Service Form which is printed out by our Customer Service Department and handled in a timely manner (usually 3 BUSINESS days) according to your directives regarding such situations. AGENT WILL DETERMINE GRAVITY OF THE SITUATION. F. CONFERENCE INFORMATION / REGISTRATION: May I ask, On which conference you would like additional information? CSR will relay information regarding the specific conference as outlined by client. CSR can also capture conference registration if the client wishes. G. ITINERARY INFORMATION: I would be glad to provide you with current itinerary information CSR will access itinerary information as provided by client which usually contains dates locations, referral phone number, registration deadline dates, etc. H. ADDITIONAL PRODUCT INFORMATION (no order): I would be glad to send you the most current copy of our product (brochure, catalog) CSR will capture the request for a product brochure/catalog. You may contact our main office directly for more detailed information on the product if you wish. The phone number is (referral number) CSR will advise call of referral phone number as supplied by client. I. PROMOTION OF UP-SALES: Two most common ways to make an up-sell: 1. Offer the special upfront, or 2. Offer the special at the end, before closing the customer s order OPTION 1: Thank you for calling (client s name) product line. Would you like to order today s special? OPTION 2: We are also offering (product name) for the special price of. The regular cost of this item is $. Would you like to add this to your order today? J. EMERGENCIES Client provides detailed information on contact person or organization for transfer of crisis calls on 24-hr/ 7 day basis. CLOSING Thank you for calling (your company s name). 6