Alpha – Form SOP (Phone Script)

+Phone Etiquette:

Answer the phone with a smile. The phone should be answered with a positive greeting such as "Alpha Network Systems How May I Help You?"

For security reason, please do not state your name.

DO NOT GIVE OUT CLIENT INFORMATION OR ALPHA INFORMATION TO ANYONE WITHOUT PRIOR APPROVAL: (Ex: 3^rd party vendor, software, firewall, AV, remote access, email provider, client contact).

Talking with the caller:

Use a phrase like: “How can I help”; “I am available to help you now”; “I can enter a service request for you and the first available person will give you a call back” or “We will enter a service request and research this a little further for you and give you a call back soon.

Enter the service request as you are talking to them or as soon as you hang up. If you are able to assist the client at the time of the call you still need to enter a service request. You are encouraged to mute a caller or put them on call park to ask questions or to try and find a service request or create one.

You may always ask someone else if they are available to take a caller.  That is fine.

If client is calling about an existing service request, research and update it. If the service request has been assigned to someone, please email them and let them know that the client called. (Who, What, Why)

When someone is not here and the client ask for them, please use a phrase like: 

“I am so sorry but, Marcus is not able to answer your call, is there something I can help you with”

If it does not pertain to a service request that a person is assigned to, then ask them if they want to leave a voice message for that person. Do not use words like:  busy, not here, vacation, unavailable.

Every client who calls should have a service request create or should have a service request already in the system you can reference.

Gather Information:

• Caller name and company
• Callback number
• Service requested
• Email for contact