About this process

  • Department: Company
  • Responsible: All
  • Accountable: Head of Revenue
  • Consult: Head of Revenue
  • Inform: All
  • Date created: 19/08/2019
  • Date last updated: 19/08/2019

Step 1 of the process 

Login to CircleLoop and make sure your headphones are plugged in or you have the app downloaded on your phone.

Step 2 of the process

Answer any calls, if a potential lead, continue to Step 3. Otherwise, direct the call as required.

 ‘Hello, BabelQuest, XX speaking, how can I help?’

Step 3 of the process

Go through the questions below;

‘Can we back up a step? How did you find us?’

‘How can I help?’

  • Capture conversation
  • Repeat overview to the caller

‘Have I captured that correctly?’

‘Let me see if I can find the person who is able to help you’

Step 4 of the process

Transfer the call to the relevant individual/department.

Step 5 of the process

If individuals aren’t available, ‘Sorry, xxx isn’t currently available, please can you leave your best contact details?’

Pass the message to the relevant individual.

Topics: Operations Processes