Understand how to make telephone calls 1.1- Describe the features of telephone systems and how to use them.
On my own phone at work o have many different features such as * Loudspeaker * Volume * Hold * Transfer * End call
Each one of these features has a different working.
Loudspeaker- This is so myself and others around me can hear what the clients have to say, coming through the phone rather than a headset.
Volume- This is so we can here the clients at the tone we want them weather they have a quiet or loud line we can adjust to how we like.
Hold- This is so we can put the client or private caller on hold so we can put the call through to the convenient person without them letting hear the background noise and also myself or my colleagues can tell the relevant person very briefly what the call is regarding.
Transfer- This is so we can put clients through to the relevant person just by using your own extension number so again this saves time rather than running round the office and letting clients here background noise.
End call- This is so we can put down the call that you’d currently be on.
Voicemail- This is so we can leave clients and relevant people messages just so they know me or my colleagues have tried to call if they didn’t pick up the phone.
1.2- Give reasons for identifying the purpose of the call before making it
It is important that you know the purpose of the call before making it as if you know the purpose the client can tense your humour and if they client can feel it going great they will then think your professional and will give you many of the details you may wish and will want to go ahead with the call. Also it is a good idea to keep important information of the client in a file, diary, or a notepad as this will make the client feel welcomed or remembered if you had spoke to them previously and also so you don’t have to give the client a call back if you had