READ BACK BACK NAME AND PHONE TO ENSURE ACCURACY.
THANK THE CALLER FOR CALLING!
[Agent name] is currently in a client meeting
or on the phone with a client
or in a client consultation.
[Agent name] is not available at the moment, but I’m happy to help, if I may and then lead to the following:
GET THE NAME
Do not ask “Can I ask who is calling?”
“May I get your name” … and your last name?
OPEN A CONVERSATION
Mr. / Mrs. [name] May I get some details so we can hopefully get back to you quicker with answers?
Or allow me to get some details so we can get back to you quickly.
Or tell me a bit more about what you are looking for and I’ll pass this to _____ and we will get back to you soonest.
Or Is there something I may help with?
When? Dates or range of dates
Where? Any specific regions, city
What? Can the caller elaborate more on their interest or inquiry?
E.g. will you need accommodations, do you know what type experiences you are interested in pursuing while there.
Have you spoken to [agent name] previously about this trip?
Use the callers first name or Mr. or Mrs. _____
You can offer Voice Mail as an option, if there seems to be resistance of some sort or time is running short. To transfer direct to v/m:
While caller is on the line:
Transfer key, 9810x, Transfer key with the x being the unique extension
When a caller has been on hold:
Thank you for holding or I appreciate you holding