info@pyc.net
Newsletter Archive

Telephone Service

December 2004

 These days organizations can hear from their members and clients in a variety of ways: regular mail, e-mail, fax. But the telephone remains the most common medium for many purposes. Soon telephone text messaging could be big -- but for the moment, talking on the telephone, land-based or cell, remains an important part of your organization's communication. Do you and your staff make the best use of it? 

A potential client's or member's first impression of your organization may be created by how you answer your phone. When your current members and clients call in, the response they get tells them how much you value their participation or their business. Making sure that all your staff and volunteers respond well to telephone calls is a remarkably simple way of ensuring that your organization's public face is open, efficient, and helpful.

Two Rings

Aim to answer all calls before the third ring. It's frustrating for callers to listen to a telephone ringing and ringing. Set up the voicemail system to answer immediately when you are on another line and on the third ring if you are away from your desk.

Returning Calls

Callers should be able to count on a prompt response when they leave voice messages. Your organization may want to set a standard response time, such as 24 hours. When you are unable to return calls for longer than the standard period, make sure that a colleague has access to your messages and can respond for you.

Greetings

Many organizations ask all staff to use a standard formula when answering calls, such as: "Good morning, John speaking. You've reached ABC Agency. How may I help you?" At a minimum, you should identify yourself and speak in a cordial way that invites the caller to proceed.

Similar principles apply when you make outgoing calls: clearly identify yourself, your organization, and the purpose of your call. When you leave a voicemail message, spell your name and give your phone number twice.

Update your own voicemail message daily. Messages sound more friendly if you smile while recording them. Your message should give callers the option of calling another extension or reaching a receptionist if they do not want to leave a message.

Hold, Please

"May I put you on hold?" is a question that everyone has heard. Most callers will be tolerant -- they've probably used the line themselves. But you should always wait to hear the caller's response before pushing the hold button. Acknowledge the caller's permission with "Thank you, I'll be right back." But if the caller cannot hold, take a few seconds to jot down the caller's name and number, and call back as soon as possible.

Don't leave even willing callers on hold too long. Studies show that callers will hang up just 15 seconds after being put on hold. Most callers do not have the patience or the time to wait longer. They may be running up long-distance or cellphone charges, or they may be interrupted while waiting for you.

If your organization has a high volume of incoming calls, you may have an automated answering system. Make sure the on-hold message is professional and clearly indicates the reason for the delay in answering and the estimated wait time. Give callers the option of leaving a message. Both these strategies communicate that the call is important and will not be ignored. Studies show that most callers prefer hearing messages when they are on hold rather than silence or the radio.

Taking Calls for Others

When you answer on behalf of another staff person who can't, don't go into long explanations. Say briefly but politely that the person is not available, and offer to take a message. Don't ask callers to try again later: that puts the burden back on the caller. Do what you can to have the call returned within the hour.

Crossed Signals

The phone can be as annoying as it is wonderful. When you want it to ring, it doesn't. When you don't want it to ring, it does.

When you are expecting an important call at your desk and can't be there, you may want to have it answered by another staff person rather than a taped greeting. Perhaps a colleague can locate you by cellphone so that you can return the call right away. Or if you are in a meeting down the hall, your colleague can find you while the caller is on hold.

But be careful: taking a call while you are in a meeting may send the wrong message to the people in the meeting, especially if they are clients, members, or potential clients or members. Take only calls that you have prearranged and that you can alert your visitors about before the meeting gets under way. When a call comes through, excuse yourself and take it in another office. You will be showing respect both to your visitors and to your caller by keeping the two conversations separate.

Interruptions

A colleague or other visitor may drop in while you are on the telephone. Both need your attention -- but each must be treated appropriately. Greet your visitor with a gesture, and signal that he or she must wait until you can explain the interruption to your caller. If your telephone conversation is not completed, excuse yourself politely to your caller and ask to call back. Or if the caller prefers to hold, make arrangements to talk to your visitor later so that you can return to your call.

Learning the Ropes

With all the bells and whistles available on phone systems today, don't assume that all staff will figure out the features of their phones on their own. If you want to take full advantage of what you've paid for -- and you want to be sure that calls to your organization won't vanish because someone pushes the wrong button -- make thorough telephone training part of your orientation program. Bring everyone up to speed whenever you upgrade your system. It might be amazing technology, but it still takes well-informed people to run it.

Your Call Is Important