How To Answer Calls

IMPORTANT NOTE: As of May 2024, the Strictly Savvy phone line now goes directly to voicemail and is not answered by a member of the team.

Calls to the Strictly Savvy Main Line

The Office Administrator checks the Voicemail folder in the Assist inbox during the day for any calls that may have come through on the Savvy line, and will action or respond them as required.

If the caller is asking for a specific team member, then the details are passed on to that person via a direct message in Teamwork chat.

If the caller is enquiring about our services and/or rates, then the Office Administrator will ring them back to find out what services they are after, and depending on the query will do one or more of the following:

• Direct them to the Strictly Savvy website to download a copy of latest pricing guide and check out the team and services we offer

• Direct them to the Strictly Savvy website to book a Discovery call with Brenna or Anesha, OR

• Get their email address so we can send them the Discovery call link to book themselves in - ref below

Discovery call link for Brenna (general enquiries):   https://link.juicycrm.nz/widget/bookings/discoveryzoomwithbrenna

Discovery call link for Anesha (creative/website specific enquiries):   https://link.juicycrm.nz/widget/bookings/discovery-call-with-anesha

Answering A Client's Line

When answering a client’s line please follow the prompts on the Client's Phone lines document which is given to each VA who has a softphone on their laptop. 

There is always a minimum of 2 phones that a client’s line will be on - the Head VA and Back-up VA - and lines can be added at any time by sending an email to Zylex requesting that the line be added to that person's softphone. The details for this can be found on the Client Phone Lines page.

Refer to the How To Answer A Client's Phoneline page for more details.

Answering the Strictly Savvy Main Line

"Good morning/afternoon, welcome to Strictly Savvy. XXX speaking"

Enquiries Into Our Services And/or Rates

1. Say that you will get someone from the sales team to give them a call to discuss their requirements in more detail

2. Take a message: Name or person and the name of the business (if applicable), their phone number and any details they have mentioned that may assist Brenna/Anesha when they return their call

3. Ask when the best time to call them would be eg the person may be in a meeting from 2-3pm so please don't call them at that time

4. Pass the message on in the Leads channel in Teamwork chat with the details gathered above, tagging the person who needs to call them back, eg Brenna if it is a general inquiry about rates and services, or if they specifically mention admin and/or bookkeeping; Anesha if they mention websites, social media, design, etc

Asking For Jo

1. Ask them what their call is regarding

2. Answer their query if you can

3. If trying to sell something that does not sound like something we would be interested in, politely decline their offer

4. If directly for Jo advise that she is unavailable to take the call at the moment, but you can pass on a message and get her to call them back when she is available. Get their name, phone number and what the call is in relation to. Pass the message to Jo via a direct message in Teamwork chat, or WhatsApp if she is not online, with the details and its urgency

5. If the person is enquiring about our services and/or rates, let them know that Jo doesn't deal with these types of enquiries herself, but that we can arrange for them to have a discovery call with one of our sales team. They can do this either through the Strictly Savvy website, or we can email them the Discovery call link for either Brenna (general enquiries) or Anesha (creative/website specific enquiries) - ref below

Discovery call link for Brenna:   https://link.juicycrm.nz/widget/bookings/discoveryzoomwithbrenna

Discovery call link for Anesha:   https://link.juicycrm.nz/widget/bookings/discovery-call-with-anesha

Asking For Another Team Member

If they are here/online and have a softphone:

1. Put the call on hold

2. Check to see if that team member is available to take the call

3. Take the caller off hold

4. Transfer the call

If they are here/online but don't have a softphone:

1. Let them know that the team member is not available at the moment

2. Take a message, making sure to get the following details: name of the person and the company/business they are calling from, phone number, email address (if aplicable), message/reason for call, when the best time to call them back would be

3. Pass the message to the team member via a direct message in Teamwork chat

If they are unavailable/away:

1. Let them know that the team member is not available at the moment

2. Take a message, making sure to get the following details: name of the person and the company/business they are calling from, phone number, email address (if aplicable), message/reason for call, when the best time to call them back would be

3. Pass the message to the team member via a direct message in Teamwork chat