Transferring Telephone Calls
There are calls you will not handle personally but will transfer to supervisors or co-workers. For the caller, being transferred can be like being caught in a revolving door. The key to success is to keep everyone informed. By 'everyone,' we mean both the caller and your co-worker.
Be sure to tell the caller why you are transferring the call. Don't let them think that you are just passing them off to someone else. Tell them your co-worker's name so they can begin to feel connected. Before transferring, get the caller's permission and sign off by saying, 'I'm transferring you to Sharon now.'
When you inform your co-worker a caller is holding, state the caller's name and the reason for the call if you know it. Be sure to relate any feelings you pick up on, such as frustration or anger.
If you must transfer the call a second time, thank the caller for their patience and alert your co-worker that this is a second transfer and the caller may be upset.
Occasionally a caller will become disconnected during the transfer process. If that happens, apologize and give the call priority and special handling.
Placing Calls on Hold
Transferring a call means that the caller must be placed on hold. Always use the 'Hold' button. Never just cover the mouthpiece with our hand or leave the receiver lying on your desk. When placing a caller 'on hold,' always get the caller's permission. Make sure it is convenient for them to hold at that particular time. Offer them the choice of continuing to hold or - if you think they will be 'on hold' for a substantial period of time - calling back. As you're putting them 'on hold,' explain the reason why holding is necessary.
Tell them that while you're gone, you will be working to solve their problem or getting them the information they need.
Try not to let anyone hold longer than 45 seconds without coming back on the line with an alternative or a progress report. If the call gets disconnected while on hold, apologize, give the call priority, alert your co-worker and give the call special handling to assure that it doesn't become disconnected again.
When you return to the line after your caller has been holding, use their name and, 'Mrs. Brown, thanks for waiting.'
Use professional terminology and avoid the following expressions when placing a call on hold:
- 'Hang on.'
- 'Hold on.'
- 'Just a sec.'
- 'They're busy.'
- 'They're tied up.'
A better choice is, 'One moment, please.'
Angry and Irritated Callers
When you have angry caller, try to give the call special attention. Listen carefully and ease the situation if you can. Your tone of voice should show concern. Give the caller your full attention. Don't divert your attention to someone who approaches your desk. Show empathy, which lets the customer know you understand how they feel and the reason for their anger. Ask questions. It may be the only way to find out how to help.
Allowing people to vent their feelings let them know that you care and you're there to help. Take notes. Angry people are seldom logical. Your notes may be important documentation in the future. Explain to the person what you can do and how long it will take. Most angry people want action, and they want it now! Tell them what options are available. Show respect for their feelings. Thank the caller for bringing the matter to your attention. Explain that keeping customers satisfied is the number one priority of your agency.
Voice Mail
Voice mail and answering machines are common in the business world and even in the personal lives of individuals. Part of being a telephone professional means learning to use them as you would any other business tool.
Some people are reluctant to leave messages on a machine. They feel they would rather talk to a human being than a machine. They believe human beings are more reliable and the machine might 'eat' their message.
Sometimes, voice mail will catch them off guard, and they are startled or embarrassed. They maybe so surprised, they forget what they were going to say and just hang up. People in general are afraid they won't sound good on the playback. They may even be embarrassed by the message they leave or who might hear it. Message phobia is very real for many people.
You can overcome your fear of answering machines by realizing how and why they are helpful. They can give 24-hour-a-day coverage for a telephone. Most people feel that getting some answer, even from a machine, is preferable to no answer. It lets people know that you are, at least to some degree, available to them.
Voice mail can be a great time saver, because it gives you control. If you are working on Saturday or after regular business hours, you can monitor calls and pick up only those you want. You can call back when it is most convenient for you.
A great number of your customers probably have an answering machine or voice mail. If you are uncomfortable with the machines, think of them in this way: Realize that once you call, the burden of communicating is on the 'other guy.' Use small steps to increase your comfort level. Leave a short message, then your name, then a longer message, and build on your successes. Ask people how you did or if your message was clear. If you're curious, record your voice on a cassette tape recorder and see how you sound. There is always room for improvement.
Overall, answering devices are becoming more prevalent. See them as a challenge and realize that the first time is the hardest. Push yourself and build on your successes.
Message Tips
Here are a few tips on leaving a message on an answering machine. Speak slowly. Be brief and to the point. Speak loudly enough. Leave your name and number at the beginning of the tape in case time runs out at the end. If the matter is urgent, say so. Be sure to speak slowly so that the party receiving the message can write it down.
If you are recording an outgoing message for the agency or for yourself, keep it short and simple. Speak clearly and make it sound natural. Be enthusiastic. Remember, the object is to get callers to leave messages. Make a practice of short turn-around time for returning messages, so people learn to depend on your machine.
If it is your job to retrieve messages from the machine or voice mail service, list them, and make a notation that they are from the answering machine or voice mail. Prioritize the messages and deliver them to the appropriate individuals. Promptly return any calls which are your responsibility. Encourage others to do the same.
Remember that if your agency uses the message tapes as part of their errors and omissions prevention program, you must keep the tape as documentation. File the tapes chronologically in a safe place.
Placing Outgoing Calls
When you place a call, remember that you are representing your department and your company. It is very important to make a good impression.
Do some pre-call planning. Prepare for the call. Clear your desk and your mind of distractions. Have the support material/papers you will need at hand. Set the call objective before you call. Prepare an opening statement that will capture the interest of the other party and build a personal connection. Be prepared to take information by having forms, paper and pencil at hand.
When placing the call, be careful to dial correctly. Identify yourself and your agency. If you already write insurance for them, say so. State the purpose of your call early in the conversation. Use good time management. Review what was discussed so you and the party you called are in agreement as to what will happen next. Finally, close on the upbeat. People remember best what they hear last. close on a friendly and energetic note.
Telephone Time Management
Here are some ideas on telephone time management which may be of help to you.
- Plan your call in advance; never call on impulse.
- Have all necessary information at hand.
- Keep good information in the client's file about where/when to call.
- Get to the point quickly. Avoid weather reports.
- Force yourself to concentrate.
- Don't get or give too much information.
- Put a time limit on your calls. State your purpose early in the conversation.
- Be assertive: 'Is there anything else?'
- End the call yourself; don't wait.
- Use verbal sign-off phrases.
- Avoid callbacks; handle it now.
- Call early in the day.
- Call 'talkers' just before lunch or quitting time.
- Tell the other person your time frame. ('I have a meeting in 10 minutes.')
- Avoid personal calls which are nonproductive or cause you personal stress.
- Summarize conversations and commitments.
- Let the other party know what to expect next.
- Confirm verbal agreements in writing.
- Cut down on socializing (both business and personal).
- Group outgoing calls together.
- Get complete information while you have the party on the telephone.
- Set a good example.
- Don't procrastinate. Call now.
- Keep emergency telephone numbers for clients you need to reach.
- Take information directly on the form required. It will be complete and ready to submit or input.
The telephone is your most important business machine. Continue to try new techniques and look for new ways of doing things. Review correct telephone principles regularly to stay on the right track. Anyone can 'get motivated.' It is maintaining that motivation on a daily basis that separates the good from the excellent.
The following is a telephone self-evaluation. Read through it and check how well you are doing every 30 days or so. Be conscious of the good and bad telephone techniques of others.
Remember, the only way to find answers is to look for them.
Telephone Self-Evaluation
- Do you answer the telephone with a smile?
- Is the information you give over the telephone clear and understandable?
- Do you take down telephone messages completely and accurately?
- Do you use good speech habits over the telephone?
- Do you treat every call as an important call?
- Do you speak slowly and allow the caller to ask questions?
- Do you apologize for errors and delays?
- Do you make the caller feel glad that they called?
- Do you screen calls in a non-intimidating way?
- Do you strive for professionalism through the use of effective telephone techniques?
- Do you screen calls tactfully?
- Do you avoid industry jargon (slang) and use words clients can understand?
- Do you thank your callers for holding?
- Are you an interesting and enthusiastic person to talk to?
- Would your supervisor and your co-workers agree with your answers?