Trained receptionists pick up in your company name, follow your script, and either handle the call, transfer it, or take a message you can act on. Your callers never know they reached an outside team.
A script is not a page an agent reads at a caller. It is a decision tree that tells the agent exactly what to say, what to ask, and what to do next for each type of call you get.
You walk us through your common call types: new inquiries, current customers, vendors, scheduling requests, complaints. We capture your greeting, your terms, and the questions you always ask.
We turn that into a branching script. Each branch ends in a clear action: book it, transfer it, take a message, or escalate it. FAQs get short approved answers so callers get help on the first call.
You review the full script and mark anything that sounds wrong for your business. Nothing goes live until you sign off on the exact wording agents will use.
New service, new policy, new promotion: send the change and the script gets updated and re-briefed to every agent on your account. The script is a living document.
Every message follows a fixed format: caller name, callback number read back for accuracy, company, reason for the call, and the urgency level you defined. Agents confirm spelling on names and repeat numbers back before ending the call.
You give us a routing sheet: who takes sales calls, who takes service calls, who covers when someone is out. When a call needs a live handoff, the agent places the caller on a brief hold, reaches your person, and introduces the call before connecting it.
If your person does not pick up, the agent returns to the caller, explains, and takes a detailed message instead. No caller gets dumped into a dead line or an unannounced ring-through.
Routing rules can change by time of day. Morning calls can go to the office while afternoon calls go to the field, and you can update the sheet whenever your team changes.
You do not have to hand over every call. Many clients keep answering during quiet hours and route to us only when it matters.
Your phone rings your desk first. If no one picks up within the ring count you set, the call rolls to our agents and gets answered in your name. Lunch rushes, all-hands meetings, and short-staffed days stop producing voicemails. Your team answers what it can, and we catch the rest.
When your office closes, the line switches to us on a schedule you set. Evening and weekend callers reach a person who can answer common questions, book appointments into your calendar, and flag true emergencies to your on-call contact. Monday morning, you get a clean log of everything that happened.
Some clients route every call to us all day. Agents become your reception layer: answering, screening, booking, transferring, and taking messages while your staff works uninterrupted. You still see every call in the log, so nothing happens out of view.
Running a promotion, a mailer, or an ad campaign? Tell us the dates and the offer. We brief agents on the campaign, add a branch to your script, and staff for the extra volume so the campaign response gets answered instead of lost.
The same discipline that runs your inbound line can work your outbound lists: appointments, follow-ups, and callbacks that actually happen.