Phone Handling Protocol

Answering Phone Protocol:

Greet the caller with:

"Hi, this is ________ with Online-Access. How may I help you today?"

If they say:

"I’m looking for ________."

Just respond with:

"Can I let them know what this is regarding?"

Message the OA Employee the following:

  • Customer's Name
  • Company Name and/or CID
  • Reason for contacting
If the person isn’t available to take the call, say:

"________ isn’t available right now. Is there something I may be able to help you with or would you like their voicemail?"

Phone Protocol for reaching out to staff:

Message or Call down to the person with the following:

  • Customer's Name
  • Company Name and/or CID
  • Reason for contacting

If they’re available, send the call down to them

If they do not respond via message or call, DO NOT get up and try to find them.
Ask the customer if it’s an emergency or if it’s something you may be able to help out with? If they decline both of those, send to the person’s VM.