Your MSP Company Needs to Have Proper Phone Etiquette 

Your MSP company needs to have good manners when it comes to phone conversations. These can be faceless, and so rudeness can be imputed where no rudeness was intended. You need to establish protocols informed by your MSP’s corporate culture pertaining to telephone interaction with existing, as well as prospective clients. Several tips to consider include the following: 


  • Facilitate consistency
  • Do not interrupt; do Inform
  • The value of holds and transfers


Facilitate Consistency 

Your MSP company needs to be a “known quantity”. When your company receives calls, those who answer should do so in a professional way that is limned in positiveness. A call flow can be a good strategy to start with. This is essentially a script outline that helps those in sales or otherwise direct callers down the right avenue. Sometimes, they need to talk to sales, sometimes retention, sometimes management. Just be consistent.  


Do Not Interrupt; Do Inform 

Clients who can’t seem to shut up have something to say, and you’re going to have a lot less difficulty interacting with them if you just let them get it all out. Once they’ve exhausted whatever they’ve decided to say, then you inform them. Always provide useful information, and listen when logorrhea defines a customer’s interaction. When you listen, you can respond appropriately. 


The Value of Holds and Transfers 

It’s better to put a client on hold rather than hem and haw while you click around a database. Also, if you don’t know the answer to a question, get them transferred; just ensure you transfer them to the right department. That requires listening. Do not give those who call your MSP the runaround. 


Proper Phone Etiquette 

Your MSP company must maintain consistency in communications. Don’t interrupt those who call, do inform them, and learn when it’s appropriate to hold or transfer. You can do much good with your phone etiquette, but poor etiquette can cost you. Ensure you establish appropriate telephone protocols.  

Bryan Fuller

Bryan Fuller has been the President and Chief Executive Officer since founding Contigo Technology in May of 2013. Contigo focuses on providing state-of-the-art technology coupled with superior IT support to local Austin businesses. In addition, Bryan works to ensure that he always have enough staff to deliver lighting fast response times for his managed IT services clients in the Austin area. He works diligently to hire and train all his employees but especially help desk agents and onsite IT services technicians in Austin to provide an excellent customer service experience to clients. Bryan is also concerned with the onslaught of cyber security risk facing companies in Austin and lined up the best talent and software to combat this IT challenge. Prior to founding Contigo, Bryan had leadership roles in software companies such as SolarWinds, NetIQ, CA. Inc, and XMatters (formerly Alarmpoint). Bryan holds a B.B.A from Texas Tech University.