More and more office-based staff are sharing the responsibilities of receptionist duties including telephone answering. Many structure the flow of calls where there are groups of people who are responsible for answering the phones, it’s not necessarily done from a central location within the office, i.e. a reception desk by the front door.
As telephone answering becomes a responsibility to a number of staff within the office, it’s important to ensure that they follow protocols to maintain a good reputation for your business.
We are delighted to share some top tips to help you transfer business telephone calls politely and professionally.
1 Get the Technicalities Sorted! – Do you know how to transfer calls from your desk phone to a colleague? Ensure you know how to do this, because you don’t want to be asking a someone for help whilst your caller is on hold or listening to you fumble.
2 Introduce Yourself – Remember, when you pick up the phone you are the first impression someone will get of the business. Ensure you greet the caller with ‘Good Morning/Afternoon’ followed by the company name and maybe follow with your name too.
3 Collect Relevant Details – Before you transfer a call, make sure you have collected information from the call. This should include their full name and the reason for their call.
4 Placing the Call on Hold – Once you have collected the relevant information from a caller, you should explain to them that you are going to place them on hold. Even though they are aware that they will be transferred, it is preferable to let them know that they are going to be placed on hold.
5 The Proper the Introduction – When you come to transfer the call and the phone is answered by your colleague, ensure that you give them the caller’s full name and the reason why you are transferring the call. This may simply be letting your colleague know why the caller is contacting them.
6 Explain Why You are Transferring a Call – If you are not simply acting as a receptionist and have to transfer a call to a colleague, because you are unable to help, you should explain this to the caller. It’s not polite to place a caller on hold for them then to be greeted by your colleague without the knowledge that this was going to happen.
If you would prefer to manage telephone answering and call transfers centrally, but don’t have budgets to do this in-house, Message Takers can help. As an affordable telephone answering service, we have expertise to answer calls professionally and politely and our team are highly trained with a sound knowledge of telephone etiquette. For further assistance call Sharon on 01858 439000.