Phone calls are an essential form of communication, especially in business. From product support to sales pitches, many people prefer to handle these matters on the phone. However, there is a particular etiquette required. Whether you work at a call center, or just want to prepare for any call that comes into the office, here is what you need to know about handling business calls.
Briefly introduce yourself.
Every time you answer a business call, state both your name and the company’s name. Not only is this polite, but it also ensures you and the caller are on the same page. If the call gets disconnected, the caller can request you so you can resume the conversation without a problem.
Confirm contact information at the end of a call.
Although you may strive for efficiency, sometimes it takes more than one call to resolve an issue. For example, if a person is calling a customer service call center, the problem may require a follow-up. Get their contact information and repeat it back to them to double-check the accuracy.
Be too casual.
Unless the company has specially requested to use certain expressions—such as a particular tagline or motto—err on the side of formality. The person on the other end is probably expecting it; they’re a customer, after all. Informality could reflect poorly on the company, so limit the abbreviations and slang words. For example, if you work for a call center, and you’re asked a question in which you’re unsure of the answer, don’t merely say, “Don’t know.” Instead, say, “I’m not sure, but I can check for you.”
Leave lengthy voicemail messages.
If you’re making a business call and need to leave a message, keep it concise. In business, efficiency is everything. Voicemails are not exempt. Aim for 30 seconds or less, but don’t rush through it. Clearly state your name, company affiliation, the reason for calling, and leave a number. If you’re calling on behalf of a superior, don’t forget to provide their name as well.
If you manage a business and you’re struggling with the telephone equipment, contact Plan B Technology. Located in Hauppauge, NY, this telecommunications company can help you find the perfect office phone system that works for you. Whether you need something robust for a call center or just want to boost in-house communication, they’ll have a solution for you. To get started, call (631) 773-1150 or visit their website to browse their services.