There are some great telephone tips and training available from officeskills.org. Here are a few of them:

Tips for the Receptionist or Secretary

  1. Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.
  2. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.
  3. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.
  4. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
  5. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.
  6. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.
  7. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.
  8. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.
  9. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.
  10. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

Telephone et2Making Calls

  1. Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, “Good afternoon Mr. Brown, this is Ms. Brown from Nutec Electro Tel. My telephone number is 800-898-3336.” Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet!  Someone next to you might overhear confidential information that could negatively affect your business.
  2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point.

Credits and gratitude to officeskills.org

Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.

Are you able to answer these important questions:

  • How many people call your main telephone number?
  • When do you receive the most calls?
  • How long do callers wait for someone to answer their initial calls?
  • How many people called in response to your new marketing campaign?
  • How many calls were answered per person?
  • Who is answering the fewest calls?
  • How long are callers waiting on hold?
  • How many abandoned calls do you have?
  • Do you have enough lines to handle your call volume?

By deploying an ACD (Automatic Call Distribution) system, you could have the information at your fingertips to answer these and other crucial questions.

Here is an abbreviated summary of ACD benefits:

Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.

Callers entering into ACD systems have the comfort of knowing that their call is being processed by prompting the caller periodically through various messages. ACD above all else, eliminates terminal holds which can be extremely frustrating to customers, and the business can ultimately lose the customer. This can cost businesses thousands of dollars in lost business that can never be measured.

Decreasing Costs always provides a tremendous benefit to organizations, and ACD systems can certainly help accomplish this goal.

Efficient call centers can:

  • Eliminate multiple handling of calls, reducing staff expenses.
  • Manage staffing levels by providing report data on call center activity and call flow.
  • Connect Multiple Locations: ACD can easily route calls to agents sitting at different or remote locations. All the agents working in different geographies can function as one single team.
  • Manage agent efficiency.
  • Reduce returned calls.
  • Help determine the correct number of incoming lines.
  • Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call.
  • With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. ACD acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess key performance indicators  and optimize resources more effectively.

Exploring these possibilities could be an important step in improving customer service and ultimately your bottom line!

You may contact us for a complimentary consultation: sales@nutecelectrotel.com.