Do's and Don'ts As A Professional Telephone Answering Agent

Posted by Lisa Nilsson on April 12th, 2021

In modern times where digital and virtual communication acts as a trustworthy method to communicate information, remote communication techniques are essential. One of those is managing phone calls which is a vital skill for any customer service or technical support agent. This is also important for those working for lead generation companies.

On the telephone, we should always be polite like we're talking to our loved ones and closest friends. But of course, this isn't the situation when you answer a call from an angry client.

Because of this, I'm going to discuss the right phone etiquette for company calls -- both the Dos and Don'ts crucial in phone calls.

Do's of Business Phone Etiquette

Control the Way You Speak.

Besides finding an appropriate way and manner to speak, pay attention to your voice volume.

Some callers might be a little disappointed and mad with their concerns, or maybe the signal is just not working correctly at the moment. Always be mindful of the projection of your voice and the way you speak things. This concern can influence how the caller thinks of you (and the company) and may disrupt other people’s activity.

Introduce Yourself.

However, maybe not in all company calls.

You can also say, "How may I assist you?".

This may also function as a positive note to the 2 ends no matter what they desired to convey.

The opposite of what I've mentioned previously should be included in this list. However, below are some special guides which can allow you to stop doing this the next time you pick up this telephone.

No matter the caller's age and sex, you need to always talk officially, or with respect. Never answer the telephone by stating, "Why did you phone?" Or"Who is that?". That is never an excellent way to begin a conversation.

Always Be Available

Every business assigns someone accountable for answering the telephone. If you should behave as the telephone answering staff, you ought to be available almost all of the time.

I don't believe there are any special tasks you have to do besides picking up the telephone. Why? It is because the first couple of rings are critical in the company. In case you missed any series of calls, you missed the chance to profit customers.

What about VoIP? Customers know if they're essential once you care for these and manage their issues immediately. This could happen at times. But we are heading there in a couple of pieces.

Dont's of Business Phone Etiquette

Put People On Hold for A Long Period.

Being on hold for just a few minutes is already infuriating enough. What more waiting too long for someone to pick up the call?

If you think the interaction between you and the customer will take several minutes before you reach a good resolution, you can always ask for a number to call back once everything is settled instead of asking them to wait.

Using perplexing and deep words. 

Callers aren't all communicating pros or punctuation masters. Be considerate, and speak in a friendly way. But do not overdo it.

Keep the language clean and simple, or the individual who you're talking to might not know exactly what response nicely. They might find themselves hanging the telephone should they become annoyed.