In 2017 telephone calls are tending to take a back seat to make way for instant online chat and social media messages. Because of this it is more important than ever to make sure that your telephone answering and message taking is efficient and positive.
We’ve put together this quick blog with some easy to follow tips to help you take telephone calls for your business as quickly, professionally and efficiently as possible.
1. First impressions matter
A good idea is to ensure that there are no loud noises or distractions before you answer. You should also take one or two deep breaths when the phone starts ringing. To make sure you answer clearly and don’t have the dreaded voice break as you start to speak.
The moment you answer the telephone in your place of work you are immediately representing that particular company or organisation. The first few words after answering a call must be appropriate, clear and professional. For example, if you’re answering on behalf of a colleague you should aim to make this clear quickly. You could answer with something similar to –
“Good morning, Ms Smith’s phone, Joe Bloggs speaking. How can I help?”
2. Get your tone right
It’s important to come across as friendly and helpful when answering a professional telephone call, but be aware of the dangers of too much small talk. Too much chat risks wasting everyone’s time.
3. Take messages accurately
When taking telephone messages there is a minimum set of information you will need to make note of:
Caller’s name and business name (if applicable)
A contact number for the caller
A brief message to outline the purpose of the call
Date and time the call was received
Getting these details right, and making note of them correctly is crucial. If there’s an issue such as a bad phone line, take the extra time to check the information you’re taking down is correct. Repeat all elements back for clarification.
4. Recording the message efficiently
Prepare yourself for how you are going to take down messages. This could be with a notepad and pen kept by the phone, or there are apps that can help make sure that no information is lost. Set this up in advance of taking your first call. You should also aim to standardise the way you record information. This will help to stop anything being missed.
5. Passing messages on
You should aim to pass the details of the message on to the appropriate person as soon as you can. This might mean waiting for someone to return from lunch or a meeting, or it could be chasing someone up immediately.
If your business would rather automate these scenarios, then it’s very easy to set up a free trial with Message Direct.
99% of new customers stay with Message Direct at the end of the trial period. We’re able to offer reliable call handling services, as if we are your own receptionist or PA, from as little as 60p per day.