Walk me through a normal call.
What do people ring about? Which questions can you answer straight away, and which need a look at the diary or a conversation with you? Bring a few typical situations, including the awkward ones. We can start with public service information and made-up caller details.
Decide which calls reach it.
You might want help when you are already on a call, working with a customer or closed for the day. We check the existing number and phone provider before agreeing the routing. Your own phone can stay part of that arrangement.
Write down the answers and boundaries.
Services, prices, opening hours and the details worth collecting become the working reference. We also name the things it must check with you. Booking rules, urgent enquiries and unanswered transfers need their own instructions.
Check the connections and quote.
We look at the phone, calendar and any delivery destination for the call details. You get the proposed scope, setup, allowance and usage charges in writing before going ahead. A connection that needs extra work is identified.
Try the setup before switching calls.
Test a straightforward enquiry, an interruption, a changed appointment and a question outside the script. Check that the details reach the agreed place. Where a booking connection is included, check the appointment and confirmation as well as the conversation.
Keep the information current.
New hours, prices or services need to reach the receptionist too. We agree who provides changes and how they are checked. Ongoing tuning is part of the managed service; additional connections or a change of scope are agreed separately.