How to Make and Recieve Telephone Calls

572 Words3 Pages
Assessment: 1) Understand how to make phone calls 1.1 Describe the different features of telephone systems and how to use them Telephone systems have many different features this allows us to handle and manage calls in a professional manner. The different features are:  Holding a call – This feature places a caller on hold so you can perform another task. This could be to locate paperwork, find client/customer details, retrieve information from another member of staff and contact another member of staff who the call is referring to.  Call waiting- If there is a call waiting for someone to speak to you this feature lets you know when there is a caller waiting on another line and wishes to speak to you. This is shown by a flashing light.  Re-directing- This feature links in with Holding a call feature. You first of all hold a call so then you can redirect the person to the other Colleague that the Customer/client wanted to speak to.  Answer phone- records messages of callers when no one is available to take the call especially when it is out of hours.  Redialling – Redialling is a good feature on a Telephone system, as if you want to return a person’s phone call but forgot to get their number you can just press the redial button and it will return the caller’s phone call. 1.2 Give reasons for identifying the purpose of a call before making it. Knowing the purpose of a call before making the call is important as the call will sound professional and will obtain all the information you require. Before the phone call it may also be useful to have questions you need answering written down and any information needed to give out written down or in front of you. All this information will make the call more efficient and will make sure that you don’t need to ring the person a second time. 1.3 Describe different ways
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