After you choose the right answering service for colleges and higher education institutes, it’s important to get the scripting right. Here is a sample college answering service script to get you headed in the right direction.
Universities, community colleges, trade schools, and all other higher education institutes can benefit greatly from the use of an answering service. The right call center for colleges can help increase the number of qualified applicants, provide a better experience for students, help raise money for the school and much more. But once you choose an answering service for higher education, you’ve got to make sure you get the script right. So here is a sample college answering service script to use as a reference…
Agent: Hi! Thank you for calling Portland State University. Are you calling for information on one of our programs?
Caller: Yeah, I got a flier in the mail about your business school and I was hoping to learn more about your accounting program.
Agent: Sure! I’ll get you in touch with one of our admissions representatives who can tell you more about the accounting program. May I have your name please?
Caller: Charles Lauritsen.
Agent: And how do you spell your last name?
Caller: It’s L-A-U-R-I-T-S-E-N
Agent: Thank you very much. In the event we get disconnected during the transfer, may I have your phone number?
Caller: That would be 503-982-4503.
Agent: Got it. And can I have your zip code please?
Agent: And that’s here in Portland, Oregon?
Caller: Yes, it is.
Agent: Alright, and what is your street address?
Caller: It’s 1267 N Alberta St. Apartment 12.
Agent: Great. And what is your email address?
Caller: Mmmm, I’d rather not share that.
Agent: No problem, Mr. Lauritsen. Thank you very much for your information. Please hold for just a moment while I connect you with the admissions department.
Caller: Thank you.
Agent: You’re welcome. Enjoy the rest of your day!
Agent dials the admissions office.
Office: Portland State University Admissions Office, this is Beverly.
Agent: Hi Beverly. This is the service. I’ve got a Charles Lauritsen on the line. He is looking to learn more about the accounting program. Can you take the call?
Office: Sure. Put him through.
Agent: One moment and I’ll connect you two and send over his information.
Agent patches the call through.
Office: Hi, Charles. This is Beverly in the Portland State Admissions Office. I understand you’re looking for some information on our accounting program.
Caller: Hi, that’s right…
Agent hangs up after verifying both callers were connected.
This is simply one example of the number of different routes a college answering service script can take. The main part to remember when working with an answering service for higher education to build a script is that it should be unique to your institution and needs. Prospective students could be calling in about admission, students could be calling about a maintenance issue with their dorm room, professors might be calling in sick, or really any number of things. The important thing is that everyone gets to speak with a live person and has their needs addressed.
If you’d like assistance creating a college answering service script, please contact us and we will be happy to help you out.