Miss

Unit 9 – Make and Receive Telephone Calls

1. Understand how to make telephone calls

1.1 Describe the different features of telephone systems and how to us them.

Telephone systems have many different features other than the handset and dials/ buttons which are used to handle calls professionally.
• Call holding features are those which are used to place a caller on hold whilst you complete another task. This could be to locate paperwork, look up the caller’s details and information before speaking to them or contact another colleague whom the caller wishes to speak to.
• Call waiting features let you know when there is a caller on the line who wishes to speak to you when you are already using the telephone. These are usually lights which flash or tones which beep to let you know there is a caller waiting.
• Re-directing calls are available on telephone systems where you may be required to forward a call to another colleague. Usually they are features on the telephone which state ‘redirect’ or ‘transfer’.
• Answer phone features record messages from callers when you or other colleagues are unavailable
• Teleconferencing features enable others (more than two people) to hold a ‘conference’ style conversation over the telephone. These are now often enhanced with video imaging equipment via a computer
• Text messaging features enable you to send and receive text style messages (as on a mobile phone).

1.2 Give Reasons for identifying the purpose of a call before making it.

It is important to identify the purpose of the call before its made because when you make the call you will sound professional, as you will know who you are speaking to and what you require from the call making you more confident. Also, you can have information with you which you may think you need and you can prepare questions to ask and get the necessary details which you may require.