A Simple Guide for an Effective Inbound Call Strategy (2023)

One of the most important aspects of delivering excellent customer service is accessibility. When customers have a problem they need solved, it's your business's responsibility to provide adequate channels for them to reach out to you. Phone channels are a traditional way of providing immediate customer service.

A Simple Guide for an Effective Inbound Call Strategy (1)

Most companies will setup or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy.

What Are Inbound Calls?

Inbound calls are phone calls made to a company's customer service or support team and are initiated by the customer. These calls are typically fielded by the organization's call center or help desk which then handles the consumer's complaint or request. Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience.

Inbound calls are a fundamental aspect of customer service and support call centers. Most companies provide a phone number that customers can reach out to when they have complaints or requests. These organizations own either an in-house call center or a remote one that takes the call. Some companies even have remote call centers where employees work from the comfort of their home. This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones.

Call centers will also utilize call center tools that assist with the distribution of inbound calls. Depending on the industry, call systems can screen incoming calls and analyze the customer's request. Then the software transfers the call to the rep who's best suited to resolve the issue. This can significantly increase a call center's productivity while simultaneously improving the customer's experience.

Once the inbound call is connected, the rep will try to resolve the issue during the first interaction. If that's not possible, the rep can follow up with the customer via email, or if needed, over the phone again. In these cases, the rep can set the expectation for communication moving forward and continues to work on the case until it's resolved.

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Most customer service reps field inbound calls every day, but this isn't the only type of call that a representative will take. Many customer service teams will offer both inbound and outbound calling options for their call centers.

Inbound and Outbound Calling

Inbound and outbound calling are two essential functions performed by most customer service and support teams. While inbound calling is initiated by the customer, outbound calling occurs when the company's representative calls the customer first. This acts as a measure of proactive support that makes it easier for customers to connect with customer service teams.

Customer service teams offer outbound calling as a means to improve their availability to their customers. If customers are in need of service or support, they can schedule a time to speak with a rep to discuss the issue. The customer will describe the issue prior to the call giving the rep some time to come up with a solution before calling. This not only makes it easier for customers to connect with customer service, it also prevents them from being placed on lengthy holds. Customers can submit their issue ahead of time and continue their work day as your customer service team investigates the issue separately.

A call center's inbound call volume can vary significantly depending on the business and the industry. Some inbound call centers experience significantly high volumes of calls and are constantly active throughout the entire day. To get an idea of how many calls your agents should be taking each day, your team will need to take an in-depth look at your daily call center metrics.

How Many Calls Should an Inbound Agent Take?

It can be difficult to estimate how many calls that you should expect from your customer service team members. This is because inbound calls are a reactive function that's easily influenced by a variety of internal and external factors. For example, when GDPR legislation came into effect, the HubSpot support team saw a sudden influx in calls regarding that specific issue. This forced HubSpot's customer service managers to create a game plan that prepared reps for handling GDPR questions and problems.

While unexpected roadblocks like these make it difficult to calculate the exact number of calls a rep should take, you can use some call center metrics to determine a rough estimate for this value. Start by looking at your entire call center's monthly call volume. Then divide that number by your total number of reps to see how many calls that each rep averages in a month. You can then divide that number by the days in the month to obtain the daily average for calls taken by each rep.

So for example, let's say my company records a total of 10K calls for the month of January and I have 25 agents in my call center. That would mean that each agent is averaging about 400 calls each month (10,000/25 = 400). If I divide that value by the number of days in January, I can see that my agents are averaging about 13 calls each day (400/31 = 12.9). I can then use this number as a baseline for determining the call quota for my customer service reps.

Now that you can calculate the daily number of calls your reps should be taking, it's time to fire up your phone lines and start taking calls, right? Not quite. There are still a few more steps you'll need to take before your call center will be fully operational. Let's review what you'll need to do to start a call center in the next section.

How to Start a Call Center

  1. Create a call center strategy.
  2. Determine the number of reps you'll need and hire them.
  3. Invest in call center equipment.
  4. Promote your call center.
  5. Analyze and re-evaluate your call center metrics.
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1. Create a call center strategy.

Before you start hiring agents to work in your call center, you'll want to first determine a strategy for how you'll implement this new customer service channel. The first question that you'll have to answer is whether your call center will be providing technical support, or proactive customer service, or both. In other posts, we've discussed the difference between customer service and support, and those differences come into play when setting up a call center.

If your company is focused on providing reactive support to inbound calls, then you'll want to focus on creating a customer support call center. If you're looking to promote products and drive long-term solutions geared towards customer success, then you'll lean towards building a customer service call center. In many cases, businesses train reps to handle both functions, cutting costs for the company while expanding its customer service bandwidth.

The next step in designing your call center strategy is determining the type of calls your agents will take. Customer support call centers will probably field more inbound calls while customer success centers will make outbound ones. Again, companies will often have reps perform both depending on the customer's needs and the resources that business has available at the time.

Lastly, you'll want to consider how your call center will grow as your business expands. As you obtain more customers, you'll need to develop a plan for handling a higher volume of calls. You'll also want to prepare your approach for dealing with crises that could potentially affect the business. Considering these types of factors ahead of time can help your call center handle future roadblocks and keep it stable over time.

2. Determine the number of reps you'll need and hire them.

Labor costs are never cheap, and when starting a new call center, it can sometimes be tough to determine the perfect number of people to hire. To prevent hiring too many or too little reps, you'll want to estimate how many calls you can expect for your company in a given month. Look at your product usage reports and obtain customer feedback to get a better idea of how often your customers interact with your business. It can help to start by providing an email support channel to gauge customer engagement over a less complicated medium. Also, if possible, you could survey and analyze competitors to see how many agents are typically hired by companies in your industry.

After you have your estimate, it's time to hire your phone team. When hiring, it's important to look for charismatic people are energetic and welcoming. The best phone reps have strong emotional intelligence and can manage difficult or stressful customer interactions. Seek out strong communicators who are patient and have a knack for problem-solving. Great customer service begins with the employees who provide it, so it's important to invest in your hiring process when bringing on new team members.

3. Invest in call center equipment.

If you want your call center to be effective, you'll need to adopt a call center system to help your team field and distribute calls. Companies like Avaya, Twilio, and Nextiva sell communication software that can process calls and deliver them to your reps. This software can be upgraded and expanded as the company grows over time.

Along with the call system, you'll need to invest in the proper hardware that your team will operate with. This includes necessities like call-center headsets, computers, monitors, and keyboards which reps will use every day. It also helps to have additional software like help desk tools that provide various support features. For example, calling tools can help your team track and record calls, and a CRM can pull up useful customer information that helps reps improve the customer experience. While these tools may appear costly at a glance, adding them over time can help your call center grow at the same pace as your company.

4. Promote your call center.

Now that you're prepared to launch your new call center, it's important that you share this exciting news with your customers. Partner with your marketing and sales teams to promote your new customer service channel to your customers. If you're already providing another support channel like email or live chat, be sure to brag to your customers about your omni-channel service experience. This makes you much more accessible to your customers and demonstrates a dedication to customer success.

One way to promote your new channel is to offer it as a beta feature to premium users. At HubSpot, when we rolled out our new chat support channel we first offered it to a select number of users. Then, over time we slowly ungated it until it was available to all users. This helped us not only spread the word about this new feature, but it also let us test and tweak our chat support system before it was officially unveiled to the public.

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5. Analyze and re-evaluate your call center metrics.

Once your call center is officially up-and-running the last step is to analyze your call metrics. Key performance indicators (KPI) will vary for every call center depending on their target audience and their customers' needs. In general, look at KPI's like average talk time, abandon rate, and call volume to determine whether your call center is properly equipped to provide long-term service and support.

Make sure the daily goals and quotas that you're assigning to your team are attainable and are being fulfilled. If you notice that your team is struggling in one area, you may need to re-evaluate your KPI's to better align with your customers' needs. By constantly reassessing your call center's performance, your phone team will stay up-to-date on the most current customer needs and create a more enjoyable service experience.

These fundamentals should help any business construct an effective call center for its customer service and support teams. However, while these steps can help you develop a team to take calls, they don't provide much insight into how you can effectively resolve inbound calls.

Resolving inbound calls during the first interaction can be a valuable asset for your company. In fact, studies show that 67% of customer churn is avoidable if the issue is resolved after the first interaction with the company. Preparing an inbound call strategy is a great way for your team to develop an effective approach to inbound calls that consistently results in a positive interaction.

Inbound Call Strategy

These four tips will help ensure you're getting the most out of your inbound call channel.

1) Reserve the voice channel for those who need it most.

There's no better way to get to know your customers than by speaking to them directly. The challenge, though, is that every phone call costs a company between $9 and $15 on average, after taking into account the cost of labor. When doing business, some people prefer to call companies, others like to use live chat, and still others prefer email.

Whether you have a state-of-the-art call center or not, tailor your communication channels to the different stages of the customer lifecycle to make sure your customer service team is talking to valuable customers. Think critically about when calling would be best for customers -- and profitable for you -- so that you can optimize the phone and drive all voice interactions to your benefit. Typically, the more consideration the purchase of a product requires (either because it's complicated or important), the more the voice channel will be important. Conversely, the simpler the task or decision, the more customers will want to self-serve.

Maintain a toll-free number so clients can always call you, but be strategic about where you place it. Putting the number at the top of your homepage widens the funnel of incoming calls and lowers their value, especially for mid-sized companies. Consider putting the number at the bottom of your product or pricing pages, or right below your calls-to-action.

Depending on where people are in the buying cycle, they may also be better served by website-based live help tools like LivePerson and SnapEngage. This streamlines phone volume while ensuring clients receive one-on-one attention as needed. Some of these tools have highly customizable rules engines that allow you to target only a subsection of visitors with live chat or live call invitations. (HubSpot customers: SnapEngage integrates directly with HubSpot. Learn more here.)

2) Follow through with your promise to be available.

Once you've ensured that you're only getting the most profitable kinds of phone calls, the next step is to guarantee there's someone qualified on your end to pick up. Don't let the call go to voicemail or to an administrative assistant; the person answering needs to immediately be the right one. Consider using a cloud-hosted communications system like Voxox for routing the calls to the right people, based on the customer's interest or profile. Additionally, you might want to consider establishing an on-call system for your company, especially if you have a small enough team that it's reasonable for one team member to handle a shift alone.

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Everyone who answers the phone should make each customer feel like the most important customer in the world. You can do this no matter the size of your company: The success of companies such as Zappos or American Express for instance, has largely been attributed to the quality of their inbound voice channel and the attention they give to every call. While replicating this requires considerable resources, remember that Zappos and American Express were small companies at some point, too.

3) Track and analyze your inbound calls.

Consider providing different numbers for your business to track the performance of your call channel. Use call analytics services from vendors like Ifbyphone, Invoca, and Century Interactive, which helps you categorize incoming calls based on their interest and quality. You can provide one number for Yelp listings versus one for Yellow Pages or another for Zagat.

From here, you'll be able to track the success of your advertising expenses while still being able to respond to individual customers. Personalize the numbers you put on your business cards and in your email signature so that you're giving specific numbers to various categories of potential clients.

You might even consider segmenting your inbound call channel based on service levels. For example, you can assign Gold, Silver, and Bronze categories to your clientele. If a Gold-level client calls, pick up no matter the time or inconvenience. If Silver, designate extended hours that you'll make sure the call goes through. If Bronze, ensure that you'll be able to pick up the phone when you're free, etc.

Any type of stratification like those mentioned above helps you track the performance of your telephone numbers, improve your advertising spend, and provide better customer service. Taking these measures will not only help you maximize your marketing dollars, but it will also help you improve retention and customer loyalty.

4) Make your customer data work for you.

Getting calls is great, but knowing what to do once you have them is even better. Studiesshow that employeesare 15% more productive if they have access to CRM data while on a call. Having access to all of this accumulated and recorded information on-the-go can make a huge difference in the performance of your inbound call channel, especially when routing calls to field or technical personnel.

Be sure that no matter when or where you receive a call you are able to utilize your CRM data. Couple your CRM data with social information to personalize it so that, if you get a call from an existing lead or prospect, you can cater the way you engage callers based on contract values, close dates, or social media updates from Facebook and Twitter.

Look into integrating your CRM with your phone system using Computer Telephony Integration (CTI) adaptors such as AMC or big data solutions such as Klink. This ensures that the call is logged once the conversation is over and that the salesperson is prompted to update the record. Not only does this improve the performance of your inbound efforts, it significantly reduces average handle times and increases customer satisfaction.

With smartphones becoming much more than a calling device, and consumers looking for digital, one-to-one experiences, it's easy to forget how important the voice channel is for growing your business. Embrace and enforce an inbound call strategy to get an edge over your competitors who rely on self-service and automation. Don't be afraid to advertise your telephone number, either -- it can only be beneficial to your business, just as long as you put it in the right spot!

To learn more about creating a call center, read about what you can expect when working in a call center next.

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FAQs

How can I improve my inbound calls? ›

How to increase inbound calls - 7 effective tactics
  1. Create a need. A vital element of getting customers to contact you is making them want to contact you. ...
  2. Display your phone number. ...
  3. Introduce click to call. ...
  4. Design compelling CTAs. ...
  5. Utilise call tracking & web analytics. ...
  6. Introduce live chat. ...
  7. Offer callbacks.
1 Nov 2022

Which of the following would you not do in an inbound call? ›

Don't let the call go to voicemail or to an administrative assistant; the person answering needs to immediately be the right one.

What is the inbound call process? ›

An inbound call centre receives incoming calls from customers. Support teams generally monitor inbound centres, as the calls tend to come from existing customers with problems or questions. An outbound call centre, on the other hand, makes outgoing calls to shoppers.

How can I improve my call to action? ›

Hook, Line, and Sinker: 7 Tips for a Killer Call-to-Action
  1. Use a strong command verb to start your CTA. ...
  2. Use words that provoke emotion or enthusiasm. ...
  3. Give your audience a reason why they should take the desired action. ...
  4. Take Advantage of FOMO. ...
  5. Know your devices. ...
  6. Don't be afraid to get a little creative.
6 Sept 2022

How can I improve my phone call skills? ›

See our page: Effective Speaking for more on how to use your voice effectively.
  1. Be Sincere. Starting with the greeting, conversations over the phone must be sincere. ...
  2. Use Their Name. As soon as you receive a customer's name, use it. ...
  3. Leave the Customer Satisfied. ...
  4. Make Life Easy for Your Customers.

What are the 4 C's of call handling? ›

To set yourself apart, you need to incorporate the 4C's, which stand for customer experience, conversation, content, and collaboration. Look at them as pillars that hold your client service together. Working on these components in unison and actively managing them will transform your business.

How do you convince customers over the phone? ›

6 Ways to Make Your Customers Happy Over the Phone
  1. Direct them where they need to go the first time. ...
  2. Reduce wait times. ...
  3. Make small talk. ...
  4. Use positive language.
10 Jan 2019

What should you not say in a call center? ›

Phrases to Steer Clear Of
  • #1. “That's not something I can help you with.” Clients are calling the support line for one reason: to solve a problem they're experiencing. ...
  • #2. “Calm down” ...
  • #3. “I don't know” ...
  • #4. “I'll just put you on hold.” ...
  • #5. “That's our policy.” ...
  • #6. “Let me try to do that.”
15 Mar 2020

What are the four steps to successfully answering an incoming call? ›

Answering Calls
  1. Try to answer the phone within three rings. ...
  2. Answer with a friendly greeting. ...
  3. Smile - it shows, even through the phone lines; speak in a pleasant tone of voice - the caller will appreciate it.
  4. Ask the caller for their name, even if their name is not necessary for the call.
7 Jul 2020

Why are inbound calls important? ›

An inbound calling strategy plays a significant role in marketing and selling your products or services. That is why its importance should not be underestimated. Having a great strategy can affect everything — from how quickly your team can pick up the phone to how quickly they can resolve the customer's problems.

What are the steps to take a call? ›

Make a phone call
  1. Open your phone's Phone app .
  2. Pick who to call: To enter a number, tap Dialpad . To pick a saved contact, tap Contacts . ...
  3. Tap Call .
  4. When you're done with the call, tap End call . If your call is minimized, drag the call bubble to the bottom right of the screen.

What makes a call successful? ›

A good call is one of clear communication on both ends. The customer is able to express his or her concerns. You or your agents treat the customer in such a way that makes the person feel that the company cares about their problem. Service is reasonably quick and concludes with some type of resolve.

What are 3 features of a strong call to action? ›

Because the best CTA's provide three key benefits according to MarketingExperiments: Guidance: Instructing users what to do. Information: Explaining what they're gonna get. Anxiety Relief: Removing doubt or perceived risk of taking action.

What is the most effective call to action? ›

The best call to action phrases are clear but specific and create urgency that drives the user to action. If you have a truly irresistible offer, your call to action should sell its value.

What is a good example of a call to action? ›

“Buy Now” or “Download Now” are typical examples of simple calls to action. But a CTA can run longer, too, such as “Subscribe today so you'll never miss a post.” The possibilities are endless. A good CTA can help with decision fatigue and give meaning to your content.

What skill should every caller have? ›

Good communication skills

Be sure new hires understand how to clearly communicate with customers. Like a doctor with a good “bedside manner,” effective agents show patience and kindness, and they engage in active listening. They don't assume the customer has the same knowledge that they do.

What are 5 ways to improve phone communication? ›

10 tips for effective communication on the telephone
  1. Prepare for the call. ...
  2. Be clear about what you want to achieve. ...
  3. Remember the other person has no non-verbal cues. ...
  4. Think about your tone of voice. ...
  5. Make sure you listen carefully. ...
  6. Speak clearly and be succinct. ...
  7. If you don't understand something, ask.
20 Apr 2015

What are five techniques that improve telephone productivity? ›

  • Use a positive tone. This may sounds cliche, but your smile can be heard by the person on the other end of the phone call. ...
  • Make it crystal clear. ...
  • Be a sincere customer service. ...
  • Say the customer's name. ...
  • Improve your customer service by leaving them satisfied. ...
  • Conclusion.
20 Mar 2022

What are the 8 steps of a call? ›

You can use this checklist as a review before and after each sales call to make sure you cover all the bases.
...
8 Steps to a Successful Sales Call
  • Preparation Prior to Sales Call. ...
  • Greeting and Introduction. ...
  • Qualifying. ...
  • Surveying. ...
  • Handling Objections. ...
  • Presentation. ...
  • Closing. ...
  • Customer Maintenance.

What are the three steps to start a call? ›

3 Steps to a Successful Phone Call
  1. Greet and Actively Listen. Every phone call should commence with a simple, straightforward greeting. ...
  2. Communicate Clearly. ...
  3. Keep Your Tone. ...
  4. Bonus Tip: Know When to Refer.
8 Aug 2019

What are the 4 S's of customer service? ›

I mentioned in a previous TOW years ago about the 4 S's of Expectation Management – Key guiding principles to effectively set and manage customer expectations – Simple, Specific, Supporting Documentation, and Summarizing.

What are the 7 Easy Steps to talk to customers? ›

Maintaining a consistent tone
  1. Think of tone on a spectrum. Take the examples above: “Anything else?” and “What else can I help you with?” ...
  2. Use positive language. ...
  3. Be brief but not brusque. ...
  4. Reply in a timely manner. ...
  5. Always use your customer's name. ...
  6. Talk their talk. ...
  7. Be careful with jokes. ...
  8. Create a support style guide.
2 Sept 2022

How do you get customers to trust you? ›

9 Ways You Can Build Customer Trust & Loyalty
  1. Offer Excellent Customer Service.
  2. Publish Customer Reviews and Testimonials.
  3. Be Transparent.
  4. Ask for feedback.
  5. Create a Loyalty Program.
  6. Be reachable to your potential customers.
  7. Always prioritize your customers.
  8. Cultivate relationships.
16 Mar 2022

How do you answer an angry customer in a call center? ›

Listening, staying calm, repeating information, avoiding the hold button, and making your caller happy are all essential when you have an angry caller on the line. Employing these techniques will not only allow you to help the customer but will also improve customer satisfaction and reduce handle times.

What are the 3 most difficult things about working in a call center? ›

What Are The Most Difficult Things About Working In A Call Center...
  • Outdated technology‍ Behind the scenes, contact center agents often play a juggling act between disparate backend systems. ...
  • Pressure to perform‍ Everyone faces pressure from above. ...
  • Internal policy‍

What are the 6 P's of answering the phone? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

What are the five tasks for answering incoming calls? ›

5 Receptionist Scripts to Handle Any Call Like a Pro
  • Greeting the Caller.
  • Transferring Calls.
  • Putting Callers on Hold.
  • Taking Messages.
  • Answering a Question You Don't Know.
8 Sept 2020

What are the six guidelines to answering the phone? ›

How to answer the phone professionally
  • Answer by the third ring. It's courteous to pick up the phone promptly to avoid making callers wait. ...
  • Offer a greeting. ...
  • Speak with a smile. ...
  • Be clear. ...
  • Avoid slang. ...
  • Be positive. ...
  • Ask before you put someone on hold. ...
  • Take messages accurately.

How many calls should an inbound agent take? ›

The number of calls representatives answer each day varies based on the business' needs, but some may take as many as 50 calls each day. This means representatives will be on the phone for most of their shift, interacting with customers.

What are the types of inbound calls? ›

Types of inbound calls include those for tech support, sales inquiries, complaints, contract renewals, billing, and more. Oh, and inbound calls don't always have to be “calls” either—as in on the telephone—inbound calls can also include inquiries via live chat, email, and even social media.

How can I sell my phone inbound? ›

Inbound phone sales techniques that help close deals
  1. Make important information easy.
  2. Avoid putting people on hold.
  3. Ditch the IVR.
  4. Uncover prospect's interests without asking.
  5. Learn from completed calls.
  6. Make your website work harder & drive calls online.
12 Mar 2020

What do you say at the beginning of a call? ›

Starting a Call

When the person you are calling is someone you know well, start by saying “Hello!” Use his/her first name, give your own first name, where you are calling from and ask how the other person is: Hello, Paul!

What do you say first on a call? ›

You should first offer a greeting to the person who answers, such as hello or hi. These days, most people have Caller ID, but you should still introduce yourself unless the person on the end of the line greets you by name. If you're calling someone who you know fairly well, your name may be enough.

What do you say at the beginning of a phone call? ›

Introduce yourself

English telephone conversations almost always start in the same way – by introducing yourself. Say “Hello, this is (name)” to let people know who you are. If you answer the phone and the caller doesn't give his name, you can say “May I ask who's calling, please?”.

What makes a good telephone conversation? ›

Empathy and sincerity

From the moment you answer the phone, maintain a genuine and sincere tone as you speak with the client. Keep your greetings and responses natural rather than scripted or generic. Connect with them by attempting to understand their perspective throughout the phone call.

What is the best advice for receiving telephone calls professionally? ›

#1 When answering a business phone it is important that it is not allowed to ring more than three times. Advise employees that the second or third ring is the ideal time to pick up the telephone. #2 The phone should be answered with a positive greeting such as “Hello,” “Good Morning,” or “Good Afternoon,” etc.

How do you handle a rude customer answer? ›

Ways to deal with rude customers
  1. Be empathetic. The simplest way to handle rude customers involves using empathy. ...
  2. Listen actively. ...
  3. Chunk the issue. ...
  4. Repeat what the customer has said back to them. ...
  5. Stay calm and stoic. ...
  6. Offer solutions. ...
  7. Offer a sincere apology. ...
  8. Set a time to follow up with the customer if necessary.

What do you do when you don't know the answer to a difficult customer? ›

Spend more time listening and asking

Instead, gently get to the root of the question. It might be that the customer is asking about a product or service you don't even offer. If that's the case, you can simply inform them that they can seek the answer from the appropriate authority.

What should you not do on a business call? ›

Business phone calls: 10 mistakes to avoid
  • 1 – Starting in a negative way. ...
  • 2 – Not allying with the “filter” ...
  • 3 – Using an uncertain voice or sounding too aggressive. ...
  • 4 – Not profiling your contact person before your phone call. ...
  • 6 – Not talking in “profitable” terms. ...
  • 7 – Not having a clear goal.
19 Oct 2021

What are rules in receiving a phone call? ›

Picking up the phone right away might leave you flustered.
  • Immediately introduce yourself. ...
  • Speak clearly. ...
  • Only use speakerphone when necessary. ...
  • Actively listen, and take notes. ...
  • Use proper language. ...
  • Remain cheerful. ...
  • Ask before putting someone on hold or transferring a call. ...
  • Be honest if you don't know the answer.
23 Jul 2020

What is the golden rule when dealing with a phone call? ›

Listen carefully, speak clearly, and be friendly. Always begin a call by introducing yourself or your company, if applicable. Make sure your voice projects strength and clarity. Use good posture and sit up straight, with your feet on the floor when talking on the phone.

How do you greet a customer on the phone? ›

Begin your company's phone greeting with “Hello,” or “Thank you for calling,” or, if most of your callers are in the same time zone, try “Good morning/afternoon.” Better yet, combine two or three of these options in your greeting.

What are the 5 correct procedures for placing a caller on hold? ›

5 Important Steps To Properly Placing Customers On Hold
  1. Ask permission. ...
  2. Provide a time frame. ...
  3. Return to the call in the time frame given. ...
  4. Thank the customer. ...
  5. Apologize for the wait.
10 Apr 2017

What are answering skills? ›

What's the answer? Techniques for answering questions
  • Listen to the Question. It may sound simple, but listening to the question properly is important:
  • Less Can Be More. Time tends to be limited in interview situations. ...
  • Structure. ...
  • Storytelling. ...
  • Practice and Feedback.
27 Apr 2021

How do you answer the phone at work example? ›

Now, if you're on the answering end, here are 15 great ways to answer the phone to give a warm, professional impression.
  1. Hello, thanks for calling [company]. ...
  2. Good morning (afternoon, etc.)! ...
  3. Hello, this is [name]! ...
  4. Hello, thanks for calling [company]. ...
  5. Thanks for calling [company]. ...
  6. Hi there! ...
  7. So glad to hear from you!

What is the first thing you must you tell when you pick up a call? ›

Explanation: The first thing you must do is utter your full name and designation. After your own introduction, ask the caller to reveal his name and designation. 5. Which of these should be kept in mind while receiving a call?

Which of these should be kept in mind while receiving a call? ›

Greeting. Take permission and be polite. Identify self and the organisation. Clarity.

Who should end the phone call first? ›

HELEN'S ANSWER: If you are the caller, you should be ready to end the conversation when it is over. However, depending on time constraints, the receiver could also choose to be through talking at any time.

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