Training Guide and Greeting Phrase (Do This First)
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Training Guide and Greeting Phrase (Do This First)

The first time you login, we’ll ask you some basic questions about you and your business.

The information you provide will be used to automatically generate a greeting phrase and a baseline training guide.

First, check your greeting phrase to make sure it’s optimized!

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How to access and edit your greeting phrase

How to properly optimize your greeting phrase:

The greeting phrase is the first thing your agent says when they answer the phone.

  • The best greeting phrases end with a close-ended question, such as “Thanks for calling! To get started, can I get your name?”
  • Use phonetic spelling!
    • For example, if your company is called “LandscapingProz.com”, you would want to put “Landscaping Prose dot com” in your training guide and initial greeting.
    • This way of spelling makes sure that your AI phone attendant will never make the mistake of saying your company name incorrectly.

Next, review your baseline training guide.

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You can access your training information anytime by clicking on the Training Guide option within your dashboard.

Tips for a high-performance training guide:

  • Set a clear goal for your AI attendant .
    • Make sure the AI attendant has a clear goal for each call.
    • Ex: “You are Jill, an AI phone attendant for (your company name). You are talking over the phone with inbound callers. Your goal on each call is to get the callers name, phone number, and reason for calling. You should also answer any questions to the best of your ability based on the information provided in this training guide. Do not answer questions not related to this training guide.”
  • Provide example call flows as a framework
    • It can also be very helpful to give your attendant the outline of a typical phone call to create a more structured experience for your caller.

      • Example:

      “Here is an outline of a typical call you might receive: After you greet the caller and get their name, *note - this part of the call is handled by the “Greeting Phrase” ask them how you can help them.

      Wait for the caller’s complete response. Count silently for about half a second to make sure the caller is done speaking.

      You will then ask them for their full name and phone number in case of disconnection. Wait for the caller’s complete response. Count silently for about half a second to make sure the caller is done speaking.

      You will respond to their reason for calling with a short value proposition - no more than 1 or 2 sentences - based on the knowledge you’ve learned from this training guide. End your value proposition with the question “Make sense?” Wait for the caller’s complete response. Count silently for about half a second to make sure the caller is done speaking.

      You will then gracefully ask the caller if they want us to send them a link to book an appointment with us after you’ve answered their questions. Politely end the call.

Finally, place a few test calls to your attendant

After making your optimizing your greeting and fine-tuning the baseline training guide, place a test call to your AI attendant.

Roleplay as a customer and take note of any mistakes made during each call. After the call, make any necessary updates to your training guide.

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Tip: Have other people (friends, family, employees) place test calls too!

Repeat this process until satisfied, then go on to Step 2: Phone Forwarding