unit 107

Topics: Telephone call, Telephone, Telephone number Pages: 3 (1003 words) Published: July 9, 2014
1.1 Describe the different features of telephone systems and how to use them

The different features on a telephone include:
Call holding- places a caller on hold so you can perform another task. This could be to locate paperwork, find client/customer details, retrieve information from another member of staff or contact another colleague to divert the call along to. Call waiting- lets you know when there is a caller waiting on another line and wishes to speak to you. This is shown by a flashing light, beeping tone or both. Transfer- this is available on telephone systems were you may be required to forward a call to another colleague. Answer phone- records messages of callers when no one is available to take the call. Conference call- enables more than the ‘caller’ and ‘receiver’ to be involved in a single phone call. There are now often enhanced with the use of a camera and computer.

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

Knowing the purpose of a call before making the call is important as the call will sound professional, be concise and you will obtain all the information you require, it may also be useful to have questions you need answering written down and to have any relevant information to hand. By doing this it means the call obtained all the information needed so there shouldn’t be any need for another phone call.

1.3Describe different ways of obtaining the names and numbers of people that need to be contacted. Different ways of obtaining the names and number of people/companies that need to be contacted could be searching on the internet if a company is well known. Use a contact list on your computer and ask for contact details at the first contact. Or keep peoples details on your system so that if you ever need to know anything you will have it without having to look hard to find it. 1.4Describe how to use a telephone system to make contact with people inside and outside an organisation.

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