Unit 672- Make and Receive Telephone Calls

Topics: Telephone call, Telephone, Telephone number Pages: 17 (3590 words) Published: September 16, 2014
This unit is about making and receiving telephone calls and transferring calls, when necessary, in a business environment.

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 features this allows us to handle and manage calls in a professional manner.

· 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.

· Re-directing- are available on telephone systems were you may be required to forward a call to another colleague. Usually the features for re-directing state ‘redirect’ or ‘transfer’.

· Answer phone- records messages of callers when no one is available to take the call.

· Teleconferencing- 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.

· Text messaging- features enable you to send and receive text style messages, alike a mobile phone.

1.2 Give 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 call to re-ask questions you should have asked in the original phone call.

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

· if a company name is known try searching for number on their website, try calling the company directly to see if anyone can help with your search.

· If name is known search online phone book or type straight into a search engine such as Google.

· Enquire within the company to see if anyone has dealt with the person before or if they may know of someone who can help.

· Social networks such as Facebook, Twitter or Myspace as most people have an account personally or of their business to advertise them.

· NB- whenever contacting people always clearly state who you are and why you are contacting them.

1.4 Describe how to use a telephone system to make contact with people inside and outside an organisation.

Inside call- if you know the internal extension number for the person you are trying to contact simply pick up the phone and dial number, if not try calling the department where the person is situated and your call will be transferred. On the possibility you have only been given a name to contact try calling a main reception desk or human resources and see if they can help you locate the person.

Outside call- most company phones are set up internally so you have to begin with the phone call with a connection number. Here at UK Waterproofing Solutions Ltd we press ‘9’ before making an outside call as this connects us to an outside line instead of the call being dealt with internally.

1.5 Explain the purpose of giving a positive image of self and own organisation with both incoming and outgoing calls.

This call may very well be the first contact your company is making with the other company/customer and because it is over the phone there is no face to face meeting and so the person can’t judge you on your image or facial expressions so relaying a positive attitude is essential. It makes the call pleasant and productive,...
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