|
2. Every script should have a menu
structure. Even if departments do not exists currently within
your organization. This
provides the appearance of at least a nominal "team" that
will be able to support the caller if a need arises.
"For Sales Press 1, Customer Service
Press 2, For Billing Questions Press 3, all other calls Press 0 to
speak with an operator -- or to hear this menu again Press
Star." or "If this is a medical emergency please
hang up and dial 911 -- For Prescription Refills Press 1, To
schedule, reschedule or cancel an appointment Press 2, etc.
Both the greeting and menu are part of the
same recording. This is the Top Level menu of your
Auto-Attendant. Many times this is all that is required, however
some times a deeper menu structure is needed. This can be
helpful to either provide additional information to the caller
before transferring them to a Voicemail box or a live
person. Any menu that occurs after the Top-level is
called a Sub-menu.
3. A Sub-menu can be as simple as defining 2
divisions within a department. For example if the caller were
to Press 1 from the example above they would be routed to the Sales
Department. If you choose to have 2 divisions, one for each of
your products, or one for east coast and one for west coast this
would be solved by a sub-menu.
"Thanks you for contacting the sales
department. To better serve you please select from the
following menu - Press 1 for Software sales, Press 2 for Hardware
sales, Press 3 Consulting services." Or "For east coast
sales press 1 for west coast sales press 2"
4. Where do the calls get routed? Each
virtual department can get routed directly to voicemail or directly
to a live phone number. For virtual departments we recommend
that all calls get routed to voice mail and that enable
follow-me/find-me feature. This allows you to enter up to 4
separate numbers for the VerticalAnswer system to attempt to
transfer the call to, if no one is available then the call will
return to voicemail.
Download
our Scripting Worksheet
to help you in the process.
NOTE: We strongly recommend professionally
recording your script, however, if you choose to record it yourself be
sure to submit files at either 8KHz or 11.025KHz in the WAVE format
|
