MOLLY MAID Right Start Transfer Manual Copyright 2015, Molly Maid, Inc. : Perceptionist is the company that MOLLY MAID uses for the National Call Center. The Call Center will provide a way for the Franchisee to capture 100% of the sales opportunities by providing backup telephone support during the day and into the evenings and weekends. Instead of letting unanswered calls go to voicemail, your calls will be re- directed to Perceptionist. Perceptionist’s goal is to book estimates and schedule one time cleanings for the Franchisees. To begin using Perceptionist, you will need to contact Perceptionist, at 866-652- 5968 . They will schedule a telephone interview which will last about an hour. During this call you will complete three things: 1 ). the specifics of your Franchise. You will need to have available the list of zip codes serviced and the name and number of your phone company. 2). Training on their calendar and Customer Center, both of which are web-based. 3). Necessary changes to your phone service. 1.15 Getting Set Up on Email Email is an important avenue of communication at MOLLY MAID. At the home office, we use email to pass on import nt i formation updates to our f anchise owners. As an added Page 21 Proprietary and Confidential Information forwarded to your new numbers. The telephone company will not guarantee a new number until it has been installed and the line is functional. Review the following section for information on suggested phone system specification. High Speed Internet : You will be able to access the MOLLY MAID Team Web site and send or receive faxes and email without tying up a phone line. Telephone : (2) two-line phone is recommended to start with. We recommend also using a hands free headset as well. These can be purchased at your local office supply store. If you will be using a “message on hold” system, you should purchase a telephone with this capability. (See next paragraph.) Message on Hold : Call the representative from Message on Hold on the MOLLY MAID Approved Suppliers’ Phone List for details. This is a professionally recorded MOLLY MAID message. The supplier will give you information on purchasing a compatible telephone and CD player. Voice Mail : With this option, you can have either line answered at any time. Check with your phone company to evaluate the services they offer. Some phone companies are now offering more than one message—so you could have one for working hours and one for after hours and weekends. The call center also offers a free voice mail option. Cell Phones : Many owners use cell phones to communicate with their staff while they are out of the office. You may consider this option for yourself; however, there are several important considerations. The first and foremost consideration is driving safety. Automobile accidents are continuing to increase when a driver has been distracted from driving because they are talking on their cell phone. If you consider using a cell phone in your business, please do not use it while you are driving. Perceptionist
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