Try and have a system in place that trains all staff to answer incoming calls promptly ideally by the third ring. Beware remote call centers, answer machines, voice machines, menu attendants or no pickup responses all to varying degrees give a poorer service level than calls being directly picked up by the actual company. The customer partly judges your service standard by your telephone response, so it is very important. Remember your business is there to help the customer and put them first.
Re-route incoming calls to the right person promptly
Reroute your customer to the required person without delay, do not just let it go to voice mail if there is no pick up. Explain what you are going to do, ask for their permission to place them on hold shortly. Then ask if they wish if unable to speak to the first person, to be redirected to another member of staff or to the first person's email or leave a message with them directly. The important point is to make sure that all callers are made to feel that they are really being looked after in a professional pleasant manner.
When the phone is answered, ensure all staff members are trained to be dealing with calls in a consistent and professional manner.
Greet the caller politely, introduce the company name and ask how they may be able to help the customer. After the customer has given their instructions thank them and reassure them that you will deal with their request immediately. If the customer has to go on hold only do so after you have asked their permission and explained what you are going to do.
Voice messages must be to the point and professional
If you use voice messages give exact and simple straight forward instructions. Do not be long winded or too informal. If you have to use a voice attendant and menu system then do not have too many options or filter levels and give an option of how to get out of the menu and speak directly to an assistant. For the menu instructions ensure there is a familiar local voice and music must be appropriate without distortion or poor line quality.
Investigation and monitoring statistics analysis
If your telecom supplier can give statistics on calls they should be analysed to see what is happening, for example call drop out rate, and call waiting times. This information can help you improve the system in order to look after your precious customers.
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