“Avoid the telephone trap, what is that?” I hear you ask. Well, it’s simple to explain, it’s when your mobile phone or office phone takes control of your day. Most of us would claim that this does not happen, our phones do not control us and that it is important to respond to the ringing phone in order to serve and satisfy customers. It is important to serve and satisfy customers, but steps can be taken to ensure the process doesn’t become a fire fight.
We often watch colleagues each day running around the office with the phone to their ear answering enquiries or attempting to deal with queries from customers. When they finish the call, their work with that client isn’t always complete, because they need to speak to other staff members to clarify answers to questions and then they pick up the phone to update the client. You will then see them take another call and repeat the process. Each time they take a call they answer questions and take notes of further queries to then check with colleagues before calling the client back. This can carry on throughout the day and this is a typical case of fire fighting.
This does typify the fire fighting process that can so often take over, but illustrates how easily we can be distracted from work and how we affect the work of those around us by taking this approach to work.
We will use the above scenario to highlight the benefits of taking the control and management of incoming calls away from our harassed staff member who is constantly on the phone to clients answering questions and then checking details with colleagues each and every time a call comes into them.
The obvious answer is to take the incoming call away from this staff member and instead present them with the list of questions and queries from every customer that has called that morning. This gives them time to manage their responses and hold short meetings with colleagues to address each issue that needs clarification. Whilst calls are being taken the staff member can carry on with daily duties, attend meetings and then respond sensibly to all incoming customer calls taken during the day.
Managing telephone calls to avoid the telephone trap that so many can fall into will make a significant difference to the day to day management of your business and ensure that responses to customers are monitored, managed and addressed.
The difficulty most businesses have is how to make this an efficient process. Which members of staff do they allocate to receive incoming calls in order to manage the process of call management? Budget constraints usually impede the allocation of staff to sit within the process of telephone call management, because they have other pressing duties to perform within the business operation.
A process can be implemented that doesn’t add to the employment budget and this would be to engage the services of Message Takers. For a fraction of the cost of staff members, incoming calls can be taken and managed. Regular enquiries can be answered by Message Takers and details of queries that need to be escalated can be sent to relevant staff members within your business.
To find out more about the ways Message Takers can help you to avoid the telephone trap call us today on 01858 439000.