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Taking Appointments The Select Call Centre Way

If your business books appointments, this article is for you!

Did you know that there is a right way and a wrong way to book appointments? With our process below, you or your staff will be taking appointment information with polite efficiency so that your customers and clients feel that their time, and loyalty, are important to you and your business:

  1. Always establish what they need before you start the process to book them in.  If they are looking for a service you don’t provide, you will save yourself a lot of time! If you know of a service elsewhere that may meet their needs (and you are comfortable with the referral) point them in the right direction.

  2. Start with the appointment preferences for the person you are booking.  Do they prefer morning appointments over afternoons?  Do they require a consultation first?

  3. With the information collected so far, offer the soonest available appointment.

  4. If that doesn’t work, your next step is to ask the person what is good for them and walk them through what you have available.

  5. ALWAYS Repeat the date & time back to the person and ensure they understand.  Even better is to say it more than once and to include the weekday as well. If your organization offers confirmation emails, take their email information at this time and send the email as soon as your call is complete.

  6. Close the conversation in a friendly way like “Perfect, you are all booked in for (time, date) with (name) so we look forward to seeing you then!”

It is so important that your organization is available to answer the phone to book appointments when the call comes in. If you are not able to answer the call during appointments booked by others, perhaps it is time to consider support.

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