PHONE SCRIPT FOR GENERAL OPERATOR RECEPTION General Operator Phone Script 3.5.14.docx Page 1 of 22 Revised: 3/5/2014 INTRODUCTION: Greeting: “Thank you for calling Yardi Systems, this is <insert your name> how may I direct your call?" o If the caller asks for Sales, follow the steps under Software Inquiry to determine where the call should be routed. Typical Call Types: o Software Inquiry o Sales Representative o Accounting Question o User Limit Exceeded o License Expiration o Technical Support o Training o Conferences/Webinars Determine reason for call and follow appropriate procedures. SOFTWARE INQUIRY: Determine if they are a current client: “Are you a current Yardi user?” YES, Current Client: o Ask for their company name or client PIN (Personal Identification Number) to look up the name of their Sales Contact in yCRM (see “Looking Up Sales Contact Information in YCRM”). Once you think you have located the company in yCRM, ask the caller what city or state they are in or their main phone number to confirm that you have the correct company. Client Services Client Review Client Click “Company” hyperlink Sales Contact o Transfer Client to the sales representative listed. NO, Not a Current Client: Use the Lead Criteria/Sales Calculator o “May I ask you a few qualifying questions to assure I transfer you to the appropriate sales rep?” If the caller indicates they have already gone through this process, ask: “What is your company name?” o Look up the company name in yCRM to determine if they are already in our system as a prospect. If you think you have located the company in yCRM, ask the caller what city or state they are in or their main phone number to confirm that you have the correct company. Client Services Company Review Company select company Sales Contact o Transfer the caller to the Sales Contact listed. If this is a new Prospect inquiry: o Use the most current Sales Lead Qualification Criteria Calculator & Region Breakout charts when asking the following questions to find the correct sales person for the criteria/region: The Lead Qualification Criteria Calculator & Region Breakout charts are located on Client Central located under Sales Resources. https://support.yardi.com/sales.asp
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Transcript
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
General Operator Phone Script 3.5.14.docx Page 1 of 22
Revised: 3/5/2014
INTRODUCTION:
Greeting: “Thank you for calling Yardi Systems, this is <insert your name> how may I direct your call?"
o If the caller asks for Sales, follow the steps under Software Inquiry to
determine where the call should be routed.
Typical Call Types:
o Software Inquiry
o Sales Representative
o Accounting Question
o User Limit Exceeded
o License Expiration
o Technical Support
o Training
o Conferences/Webinars
Determine reason for call and follow appropriate procedures.
SOFTWARE INQUIRY:
Determine if they are a current client: “Are you a current Yardi user?”
YES, Current Client:
o Ask for their company name or client PIN (Personal Identification Number) to
look up the name of their Sales Contact in yCRM (see “Looking Up Sales
Contact Information in YCRM”). Once you think you have located the
company in yCRM, ask the caller what city or state they are in or their main
phone number to confirm that you have the correct company. Client Services Client Review Client Click “Company” hyperlink Sales
Contact
o Transfer Client to the sales representative listed.
NO, Not a Current Client: Use the Lead Criteria/Sales Calculator
o “May I ask you a few qualifying questions to assure I transfer you to the appropriate sales rep?”
If the caller indicates they have already gone through this process, ask: “What is your company name?”
o Look up the company name in yCRM to determine if they are
already in our system as a prospect. If you think you have located
the company in yCRM, ask the caller what city or state they are in
or their main phone number to confirm that you have the correct
company. Client Services Company Review Company select company
Sales Contact
o Transfer the caller to the Sales Contact listed.
If this is a new Prospect inquiry: o Use the most current Sales Lead Qualification Criteria Calculator &
Region Breakout charts when asking the following questions to find
the correct sales person for the criteria/region:
The Lead Qualification Criteria Calculator & Region Breakout charts
are located on Client Central located under Sales Resources.
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1) "What state is your company based in?” o If the caller is based in CA, ask “May I please have your zip code?”
2) "Do you have residential or commercial properties or both?”
o If Residential, ask “How many units do you manage?”
o “Are any of the units Affordable, HUD, Section 8 or Tax Credit
housing?” If more than 25% of the units are, select Affordable.
o If less than 25% of the units are Affordable, HUD, Section 8 or Tax
Credit housing or they are all Market Rate, select Multifamily.
o If Commercial, ask “How many square feet do you manage?"
If the sales person is in your office and asks to be notified prior to having a call
transferred, ask the prospect, "May I tell him/her who is calling?" and “What is your
company’s name?”, then place the caller on hold. Call the sales person to inform
them of the call, let them know the caller’s name and company name and that
they are on hold. If the sales person is on another line or is not available, offer to
connect the caller to that person’s voice mail or to take a message. If the caller
wants to go to voice mail, select the transfer key, dial the sales person’s extension
then hang up.
To call a salesperson in an outside office, select the transfer key, dial the person’s
4-digit extension, wait for the phone to ring once and then hang up.
o If the caller has been unsuccessful in their previous attempt to make
contact with their sales person dial 9+ the toll free or local number for the
corresponding office and wait for either an operator to pick up
(announce which salesperson the call is for and let the operator know the
caller wants to know if the sales person is available, hang up to complete
the transfer of the call). If you get an automated answer, dial the
extension, wait one ring & hang up.
When connecting to an offsite or mobile number, select the transfer key, dial 9 for
your outside line then 1+ the area code (if needed) and number, wait for the line
to ring once and hang up to complete the transfer.
When connecting to an international number, select the transfer key, dial 9 for
your outside line then 011+Country Code, City Code and Local Number. City Codes are not required on all calls. See example of calling Richard Gerritsen
(Director, European Sales) below: International Country Code City Code Local Telephone #
Access Code
011 31 20 565 0040
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Revised: 3/5/2014
ACCOUNTS RECEIVABLE:
When to transfer a call to Accounts Receivable:
o Make a Payment
o Invoice Copy
o Invoice Question
o License File Expired or License File Expiration Message
Ask: "May I have your Client PIN or Company Name?" Use yCRM to look up the client’s Billing/Account Receivable Administrator’s
extension. This information can be found on the Client Screen under the Yardi
Anna Markmann at x1190 coordinates all YASC events.
Q: I am a current client and would like to know more about online training.
A: Transfer client to Lina Castanon at x1276 or Lynn Fogel x1717
Q: I want to stop using Yardi or want to decrease (or increase) the number of
users/properties/licenses I am paying for.
A: This call would go to the current sales representative as paperwork will be needed for
either termination or a revised license agreement.
Q: I have a question about my invoice or need a copy of an invoice.
A: This call should be transferred to the client’s Billing/Account Receivable Administrator.
Use yCRM to look up the client’s Billing/Account Receivable Administrator’s extension.
This information can be found on the Client Screen under the Yardi Contacts tab.
If they client must speak with and Accounts Receivable rep but you are unable to make a “live” transfer, please create a case via yCRM. (see A/R Case Entry)
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Q: I am getting a pop-up on my Yardi program that says my program will expire at the
end of the month.
A: Ask the client if they have already submitted payment for their license renewal for the
year or made a payment.
If they have not made a payment or payment has been made but they have not
received their renewed license file & loading instructions the call goes to their
Billing/Account Receivable Administrator.
Q: I have received my new license file and tried to load it, and now my system is locked
or I’m getting a message telling me to call Yardi Sales.
A: Please follow the appropriate steps to get the caller Technical Support.
Q: I’m getting a pop-up on Yardi that says, “User limit has been exceeded, call Yardi
Sales to add more users.”
A: Refer the caller to Technical Support for the program they use.
As a note: This is an error message that usually comes in batches; if you get one call you may be getting several more. In other cases, clients have attempted to add a user and by doing so have exceeded their contracted user limited. In either case, please follow the appropriate steps to get the caller Technical Support to have their system unlocked. Technical Support will refer the caller to their salesperson if changes are needed to their license file.
Q: I am getting a message on Yardi that say “conductor restart.”
A: Please transfer to Technical Support at x1763.
Q: If you receive a call from someone who is interested in “intergrading their product with
Yardi”, this falls under the Yardi Standard Interface Partnership Program.
A1: Refer the caller to www.Yardi.com and have them look under the “Services” tab and
then click the “Interfaces” link. Information about the program is detailed on this
page. If the caller is interested in joining the program they will need to complete the
Program Membership Form by clicking the link. There are additional forms for other
requests on this page as well. The responses for these requests are handled by our
Programming group and unfortunately this is no extension to transfer the caller. If the
caller insists on speaking with someone, please transfer them to their assigned sales
person or the sales person who handles prospects for their area.
A2: If the caller has already completed the form but has not received a response, an
escalation email can be sent to Sam McCabe [email protected] for follow-
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Q: I have an unfamiliar charge on my credit card or bank statement for “property
payment – rent”. I don’t know what Yardi is.
A: As a note, sometimes the caller will start by asking “What is Yardi and what do you do?” Here’s an answer that may resolve the issue upfront: Yardi is a software company that provides solutions for property and asset managers. Some of those solutions include processing payments for rent, utilities and application fees.
Below is a list of questions we should begin asking callers with concerns about unfamiliar
charges to their credit cards:
Are you currently renting/leasing a house or an apartment?
Do you pay your utilities to your property manager, YES Energy Management or
ista-NA?
Have you recently submitted an application to a property manager for a new
house or apartment?
Does another family member have this credit card?
Do you have a son/daughter away at school who uses this credit card to pay
their rent, utilities, etc.?
If the answer is yes to any of the above questions, refer the caller back to the Property
Manager or utility company.
If the answer is no to all of the above questions, please transfer the caller to either
Melanie Calbow x1448 or Martha Boneck x1729. Both Melanie & Martha have access to
look up detailed transaction information and give them answers. We DO NOT want to
tell the caller to “dispute” the charge; instead we want to leave that to Melanie or
Martha to determine.
Remember, our goal is to help the caller resolve their concern about the unfamiliar
charge to their credit card. These questions are less of a “script” but more of a way to
help the caller remember what may have been paid with their credit card.
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CLIENT CENTRAL: COMPANY DIRECTORY
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Commonly Requested Extensions:
Accounting Dept. Billing Related Calls ONLY
For product billing/invoice or license payment inquires – use yCRM to look up the client’s
Billing/Account Receivable Administrator’s extension. This information can be found on the
Client Screen under the Yardi Contacts tab.
If the caller has not received a call back or must speak to a Billing/Account Receivable Administrator and you are unable to make a “live” transfer; create a case in yCRM and assign it to the Accounting Queue. See steps for Accounts Receivable (A/R) Case Entry.
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
General Operator Phone Script 3.5.14.docx Page 9 of 22
ALL Employment Verifications, FSA questions, and Payroll
questions
Marketing & Publicity Dept. for a list of Industry Events/Seminars, Tradeshows & User Group contacts see the Marketing Plan in the Operator Job Aid folder
1424 Brigitta Eggleston National Marketing Manager – Main contact for NAA & ALL
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Marketing & Publicity Dept. Cont’d for a list of Industry Events/Seminars, Tradeshows & User Group contacts see the Marketing Plan in the Operator Job Aid folder
1347 Amy Delong Marketing Operations Manager
1255 Joel Nelson Case Studies, press releases, profiles