Incoming calls can be vital to establishing positive relationships and nurturing productive leads. Generating a procedure for dealing with incoming calls will be key, so that each one is handled consistently. Being polite, efficient, warm and welcoming will ensure that callers leave the conversation feeling satisfied and with a positive impression of the business.
Before answering the call
● Ensure that you are in a space that is free from background noise.
● Make sure that you always have something next to you to take notes with, for example a pen and paper.
● Be aware of how long you leave the phone before picking it up - calls should be answered within three rings or 10 seconds.
● Prepare a greeting in advance so that you know what you’re going to say before you even pick up the phone. Be consistent with the greeting and make sure it is appropriate. When dealing with external calls this will usually be to state your name and position, as well as the department you’re in, and follow that up with “how can I help?”
When you’ve answered the call
● Remember that your body language is audible - for example, the more you smile when you’re dealing with incoming calls the more the caller will be able to hear this.
● Ask for the name of the caller at the start of the call - simply asking the question “who am I speaking to” is one of the easiest ways to do this.
● Be clear, concise and informative in all your responses.
● When you’ve asked a question like “how can I help,” make sure you actually listen to the response. Be ready with follow up questions so that you can quickly get to the point of why this person has picked up the phone today.
● Try not to interrupt the caller when they are speaking, wait for a gap in the conversation before you ask questions etc.
Taking action for the caller
● If you’re not able to answer the caller’s query yourself then don’t be afraid to seek help from someone else. It’s preferable to take the time to find the right answer than to make something up.
● When you’re seeking further information for the caller, put them on hold. Always ask permission before you do this and be clear about what’s happening. Be aware of how long you’ve left them on hold and if it gets too lengthy then offer to call them back.
● If you’re going to be transferring the call to someone else then be clear about who that person is, and why they are the most appropriate option for the caller. Make sure you introduce the caller to whoever you’re transferring the call to so that the caller doesn’t have to have the conversation they’ve just had with you a second time.
● Say goodbye to the caller before you transfer them. Or, if you’ve dealt with their query yourself, offer any further help and then hang up politely.
The way you deal with incoming calls will reflect on the business, and on you. So, it’s vital to have a confident and clear process in place. Find out more by booking onto our Masterclass in Handling Incoming Telephone Calls training course.