Business Administration: Managing Calls, Emails and Meetings
Section 1 – Understand how to make and receive telephone calls 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. Feature How / when used
1.Call back
Enables people to automatically recall an engaged extension once it has become free. The callers do not need to keep dialling the same number over and over.
2.Conference call
This makes it possible to speak to more than one person simultaneously. 2. Prepare a brief report advising people on: •How to follow organisational procedures when making and receiving telephone calls
•The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
i) On following organisation procedures on making a phone call it is important to be aware of the outcome you need to achieve before making the call, identify who you are and the business you are calling from. The purpose of the outgoing call will determine how to make the call. Write down summery of the call according to key points made during the call.
An example in an outbound call centre dealing with customer accounts ,there is a script to be followed when making the call, it has to be placed in a visible place and has to be followed as advised by the organisation, client details e.g. account number, full name etc., If i am speaking to the right person I can say who I am, why I am calling using the right tone of voice and speaking clearly.
ii) When receiving a call it is important to answer the call after a certain number of rings, identify the caller, actively listen to their purpose of call, speak politely to the caller, give the best possible service, if i am not sure about anything I can transfer them to a senior member of the team. iii) Good positive image starts
1.Call back
Enables people to automatically recall an engaged extension once it has become free. The callers do not need to keep dialling the same number over and over.
2.Conference call
This makes it possible to speak to more than one person simultaneously. 2. Prepare a brief report advising people on: •How to follow organisational procedures when making and receiving telephone calls
•The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
i) On following organisation procedures on making a phone call it is important to be aware of the outcome you need to achieve before making the call, identify who you are and the business you are calling from. The purpose of the outgoing call will determine how to make the call. Write down summery of the call according to key points made during the call.
An example in an outbound call centre dealing with customer accounts ,there is a script to be followed when making the call, it has to be placed in a visible place and has to be followed as advised by the organisation, client details e.g. account number, full name etc., If i am speaking to the right person I can say who I am, why I am calling using the right tone of voice and speaking clearly.
ii) When receiving a call it is important to answer the call after a certain number of rings, identify the caller, actively listen to their purpose of call, speak politely to the caller, give the best possible service, if i am not sure about anything I can transfer them to a senior member of the team. iii) Good positive image starts