NVQ Level 2 Business Administration

Topics: Telephone, Telephone call, Telephone number Pages: 4 (1181 words) Published: June 16, 2014
Business Administration - Unit 107 Make and receive telephone calls Outcome 1: Understand how to make telephone calls
1.1 Describe the different features of telephone systems and how to use them

Telephone systems have many different functions eg: hold, transfer, ignore and making a call. Thousands of organisations use the telephone system as it is a reliable and easy way to contact clients and fellow colleagues. Putting a call on hold will allow you leave your work space to perhaps collect documents, ask colleagues some questions or find another colleague to deal with the call. Another function of the telephone is transferring calls, if a client calls the reception desk and asks for a colleague then you can transfer the call using the extension number. This is a fast an effective strategy as it allows you to transfer the call straight away, with no interruptions. Furthermore, another function of the telephone is the ability to ignore a call. Ignoring a phone call isn’t professional but sometimes it may occur, a blocked number may call and then you have the choice to either ignore it or answer.

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

Identifying the purpose of the call allows you to prepare yourself before the call. Knowing and planning what you are going to say is an excellent strategy to have. Writing down all of the facts and having the right phone number to call is essential, being confident and knowing the purpose of the phone call is a great way to show that you are professional. If you don’t prepare yourself before a phone call it can come across unprofessional, saying words such as ‘erm’ and ‘like’ shows the recipient that you are unsure of the points you are trying to get across.

1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted

There are many different ways to obtain personal information such as the name of a client or their phone number. In working...
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