STEP #1

“Hello, this is [Your Name] with Solar Direct. I can help direct your call…”

“Are you calling for Sales, Service, or something else?” [product, service, warehouse, order status, accounting, a specific person, etc.]

• If you can assist them, then “I can actually help you with that…”
• Complete forms below so you have their details & they are logged, except for simple non-transactional calls
• Or if the call is for another person or department, then move on to STEP #2

STEP #2

“Do you mind if I put you on a brief hold while I check to see if that person (or department) is available?”  [place caller on hold]

• Look at Vonage Call Dashboard to see if the person is available BEFORE completing HubSpot Form – Do Not Blind Transfer

STEP #3

Text and/or call the person and ask if they can take the call.

• IF Available, resume incoming call: “They are available now, their direct extension is ###, and I can transfer you now, please hold” [transfer call]

• IF NOT Available, resume incoming call: “They are not available, so I’ll input your info into our system, and they will be notified with the details we discussed. I’ll just need a few more details so they can get in contact.”

STEP #4

Complete the correct form below while you’re still on the phone.