How To Answer A Client's Phone Line

Important

The main thing to remember is that the VA/person answering the phone is answering on behalf of the client and their business.

Please remember to be professional, courteous, and helpful. The way the phone is answered will not only reflect on the client's business, but also Strictly Savvy.

More information about the set up of phone lines and how to use the softphones can be found here.

Background

Some clients only divert their phones to Strictly Savvy, whether it be their office phone and/or their own mobile phone, when they are unable to answer it themselves. 

Some clients use Strictly Savvy as their main port of call, we are their "receptionists/administrators" or "answer phone service".

For example, Strictly Savvy's clients that we answer all their phone calls for include physios, psychiatrists, recrutiment managers and business coaches. 

Various Ways to Answer - Depending On Client

To answer the phone hit the phone handle icon (see picture below of Zylex) - when the line rings it will be red.  The lines generally ring three times before the call is ended. If the call is missed a message will be sent to assist@strictlysavvy.co.nz.  This inbox is monitored by the Phone line Manager, who will pass messages on to the Head VA via Team Chat.

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.

For instructions on how to answer your softphone, put calls on hold, and check voicemails etc please refer to the How To Use The Softphone System section of the Intranet.

How To Answer Each Line / Actions from a Phone Call

When answering a client’s line please refer to the Handbook for that specific client. There are also basic prompts on the Client's Phone lines document which is given to each VA who has a softphone on their laptop. 

For some clients we will be making bookings and appointments on their behalf.

For other lines, we will be passing on messages to the client via their preferred method of contact eg WhatsApp, text, Voxer, etc

Phone Line Management

The Office Administrator maintains the phone lines and liaises with Zylex - the company that provides the lines and created our softphone system.

If a call is missed and a voicemail has been left, an email will be sent to Assist and will be passed on to the Head VA from there. If there is no message left but the voicemail has been activated, then the Office Administrator will put a message in the Phone Queens chat channel to advise the Head VA of the call, time and phone number that called.