Purpose
Ensure inbound calls for Premier Learning Academy and Miss Daisy’s Darlings are answered promptly, handled professionally, and routed correctly.
Scope
Team members managing inbound calls for Ms. Erica Burton’s centers using ScalePilot.
Answer Promptly (Within 3 Rings)
Answer within three rings. Use a friendly tone.
Example: “Good morning/afternoon! Thank you for calling, this is [Your Name]. How may I help you today?”
Identify the Caller’s Need
Ask clarifying questions; listen; take short notes.
Provide Assistance or Route
Handle general topics such as tuition rates, enrollment/tour inquiries, and basic program information directly.
Transfer student account questions to the PELA office. Transfer facility questions to the MDD facility. If caller asks for Erica Burton, offer to take a message.
Take a Message
Gather caller name, phone, date/time, reason, and who the message is for. Confirm the details with the caller.
Record and Log
Log in ScalePilot/call log: caller name, purpose, outcome, and follow-up needed.
Follow-Up
Complete promised follow-up the same business day or by the next day at latest.
Quality Standards
• Answer within 3 rings.
• Capture accurate messages.
• Complete smooth transfers.
• Complete prompt follow-ups.
ScalePilot number: +17708740670.
Training video and GHL softphone help links may be referenced from the source SOP; do not invent URLs.