Is Excellent Telephone Technique that Important?
Does your staff answer the telephone in a way that promotes the best image of your company and your department? Do you know how callers perceive the way your help desk, call center, or co-workers answer the telephone? Five Functions of Call Processing There are five basic functions involved in processing a call: • answering a call • originating a call • placing a call on hold • transferring a call • terminating a call Of these, answering the call is the most critical. Properly answering the call sets the tone for the ensuing conversation and establishes a relationship (positive or negative) between the caller and the person answering the call. When callers perceive that the person answering the telephone is alert, confident, well prepared, and ready to help, they can relax with the assurance that their questions will be accurately answered or a problem quickly resolved. Every Customer, Every Call, Every Time One time, I worked for a company for which instilled the importance of properl
