Call Handling & Phone Etiquette

Phone Etiquette & Professionalism:

Always remember, how you conduct yourself while answering an inbound call is a reflection not only on your professionalism but that of your shared teammates and the company as a whole. Always answer the phone with a clear, professional tone and a smile. At the end of the day, you all share the same goal of lowering churn and delivering the best possible experience to all of our members.

Incoming Call Script:

“Good morning (afternoon, etc), thank you for calling AdvisoryCloud, this is <your name>, may I have your name please?”

(Gives Name) - Great, how are you today?/How’s your day going? - Use your judgement for upset customers.

If multiple members with similar names or difficulty finding them “Could you please confirm the email address that is tied to your profile?”

“Thank you, member first name, how may I assist you today?”

RingCentral Call Handling Map:

When an incoming call is received into our main line (415) 259-5752 during normal business hours, the caller will be prompted to make a selection and the following will occur:

Press 1 for Sales

• Caller enters a Sales group tier that will simultaneously ring a group of Account Executives until an available agent picks up the call.

Press 2 for Member Services

• Caller is prompted to make a selection to MS-Profile, MS-Tools, MS-SAB, MS-Billing. Once the caller makes a selection they enter a group tier that will simultaneously ring a group of Member Services agents accordingly until an available agent picks up the call.

Press 3 for Public Relations

• Caller is transferred directly to Katic McAllister, Public Relations Manager

Press 4 for Human Resources

• Caller is transferred directly to HR

Press 5 for Finance

• Caller is transferred directly to the Accounting Specialist

If you receive a call or message in error, please warm transfer it to the appropriate person/department. Specifically for Member Services, please forward any voicemail messages received in error to customer.service@advisorycloud.com.

After hours, the Auto-Receptionist will direct callers to the department specific voicemail boxes.