Ten Steps to Telephone Answering Appropriately

It is often difficult to find the right opening line when answering a call, to make your clients and customers feel they are dealing with a professional business. Here are some tips to help you.

ONE;

Answer the phone promptly with your name if a call is being transferred to you directly, this will enable a personal and friendly greeting so that the client/consumer will gather who they are talking to straight away. This is a great way of establishing the right tone as it also sounds highly professional.

TWO;

If you are telephone answering as a receptionist, you should answer with the company name as well. For an approachable and friendlier opening line use a greeting such as, 'Good Morning/afternoon, You have reached Global Company Ltd, this is ....... how may I help you?'

Using such lines will provide a welcoming service that will ensure the customer is at ease and comfortable to talk to your staff members. Also, it will ensure they know they have reached the right company from the offset.

THREE;

It is essential that you speak clearly to your caller ensuring that they can understand and hear what you are saying, if you talk quickly this will represent unease and may make the caller feel as though you are rushing them when this is not the case. Speak appropriately and slowly for easier comprehension.

FOUR;

Often the caller may offer their name as a starter to the conversation, 'Hello this is, ….... calling', by providing their name this will be a good way for you to remember who they are throughout the call, making it personal and again making the caller feel comfortable with you. It makes the caller feel like they are being listened to, as well. If the caller does not provide their name, show an interest and ask for it in the first few sentences of the call.

FIVE;

By the first minute you should have learnt the caller’s name, company and their organisation as well as their purpose. If they do not provide any of this information it is your duty to ask for it and get all the information you need, this will ensure the call is short and the problem or query is being dealt with efficiently.

SIX;

If during any point of the call you have to put them on hold, use their name to get their attention, showing you remember their name,  then notify them that you are putting them on hold, 'Miss …...., I am just going to put you on hold whilst I look for the right information.'

Some companies may require you ask permission to put them on hold as this shows politeness toward the caller, either way make sure you notify them first before putting the caller on hold.

Ensure you tailor your dialogue appropriately as some may deny you to put them on hold because they feel their call might get cut off. Be aware of the way the conversation is going and how comfortable you both feel during this conversation and act appropriately.

SEVEN;

You should only place the caller on hold during situations where you need to pay close attention to a file or another colleague, both of which the caller does not need to be a part of. This will allow you time to focus on the job at hand instead of half-heartedly conversing with the caller whilst shuffling through files.

Only put the caller on hold when completely necessary otherwise stay with the caller.

EIGHT;

If you are unable to resolve the issue or situation over the telephone conversation then provide the caller with relevant contact information for an estimated time line of how long this enquiry will take to solve. You will want the caller to feel as though their time on the phone has not been wasted and that you are doing your utmost to find the relevant information. Either provide them with your contact information or take down their information so you are able to contact them when the information has been located, showing that you are consistent and reliable.

NINE;

Before ending the call make sure you do take down their information and any other necessary contact details. After this, confirm you both have the correct details, spelling out the words for the client so they are able to confirm. This again will show you are interested in this client and are dealing with any issues appropriately.

TEN;

Use the correct signing off message, be polite and appropriate. 'Goodbye, thank you for calling.'

You may want a call centre to take on this phone answering service on your behalf; telephone answering services are cost effective and high quality. Each call service operator will be able to employ all of the above tips and are professional trained to handle calls appropriately. Telephone answering is time consuming for you and your staff, so allowing a call centre to do this for you will save you time AND money. This is a high valuable service in the current climate where quality is vital but keeping costs down is also important.