Phone Answering & Call Transfer Policy

Answering the Phone

All incoming calls should be answered using the following greeting:

“Thank you for calling BA House Cleaning, this is [Your Name]. How may I help you?”

This greeting should be used consistently to provide a professional and welcoming experience for our customers.

Call Transfers (Warm Transfers)

When transferring a call to another team member, do not use Slack while the customer is waiting on hold.

Instead, use Dialpad’s Warm Transfer feature (Ask First).

Warm Transfer Process

1. Place the caller on hold using the Warm Transfer (Ask First) feature.
2. Speak directly with the team member you are transferring the call to.
3. Briefly explain:

• The caller’s name
• The reason for the call
• Any relevant background information

1. If the team member is available, complete the transfer.

If the Team Member Does Not Answer

If the person you are transferring to does not answer:

1. Return to the caller.
2. Let them know the team member is unavailable.
3. Take a detailed message, including:

• Caller name
• Phone number
• Reason for the call

1. Send the message via Slack to the appropriate team member.

Important

Do not:

• Put the customer on hold while waiting for Slack responses.
• Slack a coworker first and wait for a reply before assisting the caller.
• Leave customers on hold for extended periods while trying to locate someone.

Our goal is to provide a smooth, professional customer experience. Warm transfers are the preferred method because they allow us to properly introduce the caller and reduce the need for customers to repeat information.