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    How To Handle Phone Calls Professionally

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    Henrissa Granado Talan
    This document provides 10 tips for handling phone calls professionally. It advises answering calls promptly on the third ring, introducing yourself and the business, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages properly, and summarizing calls before ending. Good customer service skills are critical for every business, and each call is an opportunity to make a great first impression.

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    How To Handle Phone Calls Professionally

    Uploaded by

    Henrissa Granado Talan
    66 views6 pages
    This document provides 10 tips for handling phone calls professionally. It advises answering calls promptly on the third ring, introducing yourself and the business, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages properly, and summarizing calls before ending. Good customer service skills are critical for every business, and each call is an opportunity to make a great first impression.

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    How to handle phone calls professionally

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    This document provides 10 tips for handling phone calls professionally. It advises answering calls promptly on the third ring, introducing yourself and the business, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages properly, and summarizing calls before ending. Good customer service skills are critical for every business, and each call is an opportunity to make a great first impression.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    66 views6 pages

    How To Handle Phone Calls Professionally

    Uploaded by

    Henrissa Granado Talan
    This document provides 10 tips for handling phone calls professionally. It advises answering calls promptly on the third ring, introducing yourself and the business, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages properly, and summarizing calls before ending. Good customer service skills are critical for every business, and each call is an opportunity to make a great first impression.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    The key takeaways are to answer calls promptly, be warm and welcoming, introduce yourself and your business, speak clearly, do not use slang or buzz words, ask before putting callers on hold, be prepared for calls, take messages properly, and summarize calls before ending them.

    The 10 tips are to answer calls promptly on the 3rd ring, be warm and welcoming, introduce yourself and your business, speak clearly, do not use slang or buzz words, ask before putting callers on hold, don't just put calls through without explaining what will happen, be prepared for calls, take messages properly, and summarize calls before ending them.

    You should ask the caller before putting them on hold and let them know what to expect so they are not left hanging on the call unsure of what is happening.

    How to handle phone calls professionally

    [Infographic]

    Despite the popularity of live chat and email, phone calls are still the preferred
    medium by customers – and often the main culprit of poor customer
    experiences.
    All to often staff are not trained to manage calls professionally.
    Too often people make the simplest mistakes when answering calls that can
    have a long-lasting effect on your business.
    Each day, Unicom agents manage over 3000 phone calls. With each call,
    there is an opportunity to build a relationship and create an amazing customer
    experience.
    From our years of experience managing our client’s phone calls, we created a list
    of 10 tips to help your staff handle phone calls professionally.
    10 tips for answering and handling calls
    professionally
    Promptly answer calls.
    The average ring takes 6 seconds. If you let the phone ring 5 times, that is
    equal to 30 seconds. Picking up to quickly can also catch people off guard. It
    is a good practice to answer the call on the 3rd ring.

    Be warm and welcoming.


    During a phone call, you can transmit more than your voice, you can transfer
    emotions. For this reason, keeping a warm and helping attitude can leave a
    positive impression on your callers.

    Introduce yourself and your business.


    Have you ever called a business and received a simple, “Hello?” Then “you”
    must ask if you are calling “X” business? By introducing your company and
    yourself, you let the caller know they reached the correct or incorrect place.

    Speak clearly.
    There are several key elements you need to follow to clearly communicate
    with callers, including: articulate your words, use good posture, slow down
    and speak up. Interested in learning more about speaking clearly, check out
    this article on Wikihow.com.

    Do not use slang or buzz words.


    In certain industries, like medical for example, professionals are used to
    speaking the same language, but what about your callers? Use language they
    will understand.

    Ask before you put people on hold.


    Leaving people hanging on a call and unsure of what is going on can agitate
    people. Setting expectations on a call is critical. So, if you are going to put
    someone on hold or going to transfer them, let them know what to expect.

    Don’t just put calls through.


    Want to confuse people or worse, send someone to uncertainty? When
    transferring a call, let the caller know what is going to happen next. Are you
    sending them straight to a voice mail or checking to see if that person is
    available? By sending them straight through, this can confuse the caller and
    even the person receiving the call.

    Be prepared for your calls.


    It is normal for people answering the phone to find themselves occupied with
    10 other things. But, when you answer a call, your focus needs to be on the
    person at the other end of the call.

    Take messages properly.


    When you need to take a message, make sure to take all the pertinent
    information like name of the caller, the reason for their call, the best return
    phone number, and even which business they are calling from.

    Summarize the call before it ends.


    A key ingredient to great communication is listening. Callers will know you
    were listening when you can accurately summarize what their call was about.
    Also, in the happen chance you missed something, it’s an opportunity to get it
    right.

    Conclusion
    Good customer service skills are critical to EVERY business and organization.
    Use these tips to show your staff how they can handle phone calls professionally.
    Each call is an opportunity to make FIRST great impression. Make every
    interaction count.
    Do you need a professional voice for your business?
    Unicom provides 24-hour answering services to companies of all sizes. Learn
    more about our services by clicking here.

    Devin Bailey
    I've been in the call center industry for over a decade. A big part of my job is
    educating businesses on the role telecommunications and outsourced task
    procedures can play for their business. Understanding their processes is
    critical to verify and implement the right services. When I am not in front of
    clients I manage the technological infrastructure in the call center.

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