Small Business

Live call handled by a MAP virtual receptionist for one of our small business clients:

Transcript of this live call between a customer and our small business answering service agent:

Agent: Good afternoon. Genesis Consulting, Amber speaking. May I help you?

Caller: Hi Amber. This is Gary calling from Superior Diagnostics. I’m having an issue with a user locked out of the system. I think we need to reset his password.

Agent: Would you classify this issue as urgent, routine, or minor?

Caller: Definitely urgent.

Agent: Alright Gary, may I have your last name please?

Caller: It’s Patterson.

Agent: Patterson. Is that P-A-T-T-E-R-S-O-N?

Caller: Yes

Agent: OK, I’ll ask a technician to contact you. May I have your phone number please?

Caller: Sure, my cell is 973-820-0047.

Agent: And finally, Mr. Patterson, is this affecting more than one individual?

Caller: I don’t believe so, but I’ll definitely call back if I find out otherwise.

Agent: Thank you for your information. I have your telephone number as 973-820-0047. Is that correct?

Caller: Yes, it is.

Agent: Thank you. I’ll contact a technician immediately and you should receive a return call within 30 minutes. Is there anything else I can help you with today, Mr. Patterson?

Caller: No, that should do it. Thank you, Amber.

Agent: You’re welcome. Have a great day.