How_to_Make_and_Receive_Telephone_Calls

1.1 The main purpose of telephone is for communicating by speech. You can pass information from one party to another. They have many features that can be used to make and receive calls, transferring calls to another, putting a caller on hold, call waiting, teleconferencing. They also have features like text messaging, voicemail where caller’s can leave messages for us to listen to as they weren’t able to reach us. 1.2 It is important to know the purpose of your call before you make it so you know what you are meant to be communicating to the person on the other end of the phone. There is no point in communicating something to someone if you are not sure of how to communicate it. Make sure you fully understand what to say before making the call. At work time is important, so make sure you know what is required before making a call so that you would not waste your time and that of the other person. 1.3 In my work when I need to contact someone, I can get hold of the names along with their extensions or contact number through Microsoft Outlook which has Organisation list/ phone directory and you can also look at Intranet to track the names and contact number. You can also ask your supervisor if they know the number already or ask your colleagues as well. Using the Microsoft Outlook and Intranet is similar, first type in the name you wish to contact, then you will be returned with a result that includes their full name, their work address and telephone number. 1.4 When contacting internally we look for the contacts through organisation list or phone directory and dial 9 first then the extension number. Contacting externally we need to dial the outside line code then dial the number we wish to contact. 1. 5 There are many reasons why giving a positive image of self and organisation is important. By doing this you can attract customers, maintain customers, to ensure you meet customer satisfaction to high level, to encourage professional image of yourself and organisation. 1.6 Just before ending the call we need to sum up the outcome of a conversation. This is done so I and the person on the line understand what was said and agreed and there are no confusions. As you communicate with the person through telephone, you cannot see their expressions or body language so it is essential to verbalise the outcomes. Summarising is a good thing as you and the person can be sure what has been decided and take as a result and to make sure there has not been any misunderstanding. If any problem arises which gets in the way of making or receiving calls I ask for assistance from or experienced colleagues or manager. 1.8 Describe organisation structures and communication channels within an organisation 1.9 When making calls we need to consider about how we follow organisational procedures and delivering services to customers. For example locating where to find the contacts and the name of the person you want to contact. Before making a call, understand the purpose of the call and be familiar with how to use the functions on your phone in order to make a call. 1.10 If I come across with any faults with telephone system, I would inform the IT Service Desk who deals with technology and systems and resolve any ICT issues. 2.1 At work we receive numerous calls and we answer their call in a friendly and professional way as well as according to our organisational procedures. We have to answer the call with an opening speech including our full company along with my name. And to identify the caller I find out who she/he is and who she wants to speak to. If you deliver the call politely and in consistent manner, the customer or clients will get the impression at the beginning of each call that that they are dealing with a well run and professional organisation. 2.2 Explain the purpose of giving accurate and up to date information to callers It is very important to provide accurate and up to date as they will need the correct information and not old information that will not be any use to them. 2.3 Any information given by callers needs to be treated with confidentiality due to legislation Data Protection Act. From a caller’s point of view can be that they want their personal details kept secure and confidential, by showing this when dealing with a caller you are showing them that you can be trusted with the personal details because they know their details will be secured. For us admin we need to keep callers personal information private and confidential meaning their information must not be given out and also respect their privacy or otherwise I can be liable for prosecution under the Data Protection Act. Only authorised members can have access to this private information. 2.4 When we receive any calls that may be confidential and security we should make sure it is not given out to anyone who shouldn’t have access to it as it can cause threat to others. The types of information that could affect confidentiality and security can be people’s personal details, NI number, Pin numbers, account numbers etc. This is the reason why we have to follow a legislation concerning confidentiality and security, the Data Protection Act. This legislation is there to avoid any confidential and security information from being given out and break the law if you do so. Any information should be handled mainly by the administrators and line managers and not seen by anyone who hasn’t got access unless authorised. 2.5 When transferring calls we need to identify the right person to put through to. I would start by asking the caller what they are calling for and who they want to speak to. If they don’t know the name of the person, I ask what the call is about and then cross match this to the person who deals with their specific area within my workplace. 2.6 Whilst taking a call, I listen carefully to the caller when collecting information. I give the caller the information they need or if I am not sure I would transfer the call to someone who knows what the caller is requesting for. When they want to speak to someone else or my supervisor but they are not available at the moment I would take a message on post it note stating the caller’s name, company and contact number and a short summary of the message and pass it on to the relevant person. When transferring the call at the same time I will need to end the conversation too by politely saying ‘’can you hold down the line please, I’ll put you through to (name)’’. . Lastly I transfer the call to the appropriate person. 2.8 When I am answering telephones; I make sure the tone of my voice is pleasant. While speaking to the caller, I am patient and polite as possible. When I receive a call I start by saying: ‘’ Good Morning/Afternoon HR Workforce Development, how can I help you'’’. This way I can identify their needs. When taking calls, I record the caller’s name and contact number and if possible a message. 2.9 Any faults with telephone you can contact the Service desk who can deal with fault queries. When reporting faults always be as exact as possible, and discussing when the fault started, does it happen often, can you restart the telephone equipment etc. If you give clear information regarding to faults, it will be easier for the Service desk to fix.