By using proper telephone etiquette it will aid you with leaving callers with a favorable impression of you, and the company in general. When answering the phone, you become the face of the company. How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth. If the call leaves a bad taste in the customer's mouth, you may lose his business. For this reason, it is best to make sure each call received is handled with excellence.
Call forwarding allows calls to be directed to different offices and people for different reason, if no one answers or it’s a different department which is needed. Speed dial is a quick way to set someone’s number which you can easily call for example in needs of emergency. A group connection which is mostly for businesses connects the whole business in a conference call allowing employees to hear and speak together as a group. Voice mail: One common and frequently used feature on modern telephone systems are voice mail. If a person is unable to take a call or is already on the phone a voice mail allows the caller to record messages which can be accessed at your own convenience.
| Call logging | This is deemed as a security feature. Call logging keeps a record of all numbers which are dialled from each console within your business telephone network. Often call logging is used to monitor calls that employees are making, or to keep a record of the most frequently dialled numbers from each telephone handset. | Call recording | Allows a call to be recorded for training and quality purposes. | Call Waiting | This allows you to know that there is someone calling you when you already using the phone.
By giving inaccurate information or telephone numbers, this could distress a client more by having to ring round again to get the correct information. The purpose of confidentiality and security when dealing with callers is to abide by the DATA PROTECTION ACT. Callers want all their personal details kept private and secure, this allows callers to allow you to be trusted with their personal details. Information that is given out which can affect a client’s confidentiality or security can be a threat. Types of information which can affect this can be personal details e.g.
Explain to your colleague what information you needed to know, return and inform your customer and ask them if they needed any further help. c) Explain to your customer unfortunately you cant answer their query but if they didn’t mind waiting a few minutes you would find out off a colleague what it is they needed to know. Return thank your customer for their patience, inform them with the information they required and ask them if they needed any further help. 3. Obtain help from a colleague if you are not able to deal with your customers request you would: a) Your colleague is also dealing with a customer, you interrupt them and ask them the information you need, thanking them for their time.
Make sure you know which language a person is comfortable communicating with, a written translation or interpreter may be required especially in serious discussions or communication. You should always use a professional interpreter where possible as it is not always appropriate to use a friend or family member in private matters. Interpreters can be sought through Adult services or the police. You should try and learn essential words in their language or use flashcards to help. Non-verbal communication can help but be careful when using hand gestures as they may be the same in a lot of cultures but may be very offensive in another always research.
Even though they have face to face interview it is still located at the back office, they have a short list of people that has been selected and this is for both types of agents. Whereas the call centre agent interview is done on the phone. This is very effective as the recruiter at the call centre can see how well they perform on the phone and to see if they are the right person for the job. But face to face interview are used as a method by the recruitment, as they will see how the candidate are when they are face to
The loudspeaker function can be used if more than one person needs to listen to the call, press the button and the sound comes from the speaker instead of the receiver. 1.2 You need to identify the purpose of a call before you make it so that when the phone is answered you sound professional and you can get to the purpose of the call without wasting time. 1.3 You can obtain names and numbers of people for contacting off the Internet if they are businesses or the phone book or by asking colleagues at work who you think may have the number. The names and numbers of patients are stored on the computer at work. 1.4 To make contact with people inside an organisation the is a lift of everyone’s internal numbers on your desk, you just type the number into your phone to call them.
The training will also address how to store important private information and which sensitive information. The Privacy Act states private information as the customer’s name, address and phone numbers and sensitive information is the customers political affiliation, nationality and sexual orientation to name a few. This will ensure that only essential information for correctly completing a customer’s order is recorded. Unnecessary information should not be gathered under any circumstances. Procedures will also address unhappy customers, with the hope that a more streamlined process for making an order, obtaining account details and making a complaint can be achieved.
By assessing their needs accessing their needs and getting required information about their communication needs you can find out the best way to communicate with a certain individual. By not using the correct aids and equipment, such as hearing aids, can make individuals feel isolated or they may even hold back on communicating at all. 3. Analyse features of the environment that may help or hinder communication. Some features that will help or hinder communication are things like lighting, if the lighting is poor they may not be able to see sufficiently and may not understand you, whereas if it is good they will be able to see what is going on around them and also will be able to see what you are doing or saying.