Common calls and how to handle them
New-client inquiries
Explain your listed services and collect whether the caller is asking for personal or business assistance. Let the firm determine fit and engagement terms.
Consultation requests
Record the service area and preferred consultation times. Use your supplied process for the first meeting rather than promising an engagement.
Existing-client calls
Capture the client name and general reason for the call, then route to the appropriate team. Avoid asking for account credentials or detailed financial records during general intake.
What to collect for a useful follow-up
Choose the minimum information your team needs to respond. A concise request is easier to review than a long, unfocused message.
- New or existing client
- Bookkeeping, tax preparation, payroll, or other listed service
- Preferred consultation or callback time
Review call summaries and transcripts in your dashboard, then let the responsible staff member confirm the next step.
Example phone conversation
Illustrative script, not a recording or customer result. Use only services your business actually offers.
Caller
I run a small business and need monthly bookkeeping.
CallPlan
I can take a consultation request. What kind of business do you operate, and when is a good time for the team to contact you?
The goal is a clear request and a useful handoff. Collecting these details does not confirm an appointment, price, or arrival time.
An idea to try: make the call path more specific
Use a brief list of service categories instead of asking callers to describe their finances. The firm can request documents through its established process after confirming the next step.
Set up the workflow in CallPlan
- Supply your business knowledge. Add current services, hours, coverage, FAQs, and policies in your dashboard.
- Define the handoff. Specify the intake questions, transfer contacts, and situations that require a person.
- Check appointment handling. Decide whether to collect requests or use a configured booking workflow. Verify calendar readiness before confirming times.
- Review the experience. Try representative calls, check the resulting summaries, and update unclear or outdated instructions.
Essentials supports business answers, routine requests, configured transfers, and call summaries. If your workflow requires connections to existing software, discuss CallPlan Connect. Integration availability and scope depend on your tools and requirements.
Common questions
Can the agent provide tax advice or filing deadlines?
Keep professional advice with your firm. Use supplied business FAQs for administrative questions, and route client-specific tax or financial questions to staff.
Can we keep our existing phone number?
Once your CallPlan service is activated, you can forward calls from your existing number to your assigned CallPlan number. Forwarding options depend on your phone provider.
What should we provide before getting started?
Start with the information in the intake checklist above, along with your approved answers and handoff contacts. Submit your Business and Agent information through the dashboard; payment alone does not activate call handling.