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Complete the Transfer

At this point you can complete the transfer by connecting the caller and the other person or department. Remember to end your connection by hanging up the phone or disconnecting your head set.

The telephone sits unobtrusively on your desk but it can dominate you unless you tame it! To use your telephone effectively, you need to manage its use. Outward calls should be scheduled to suit your timetable and that of your respondent. Inward calls should be filtered, if possible, so that you are not interrupted in the middle of other work. Once you are using the telephone you need to develop some procedures that ensure you get the most out of each call and that you do not waste time.

Scheduling outward calls at the beginning of each day:

· make a list of the calls you have to make

· put them in order of priority (essential, desirable, those that can be rescheduled if necessary)

· allocate times for each call trying, if possible, to bunch them and to bear in mind when each call is likely to be suitable for your respondent.

For inward calls, decide when you are able to take calls without having the flow of your other work interrupted. Then, either tell your switchboard or secretary that you are not available for calls outside that slot unless they are absolutely urgent, or, you may have a list of people from whom you are willing to accept calls. If you do not have a switchboard or a secretary, then put a suitable message on your answer phone or any other answering service you use.

By scheduling your calls in this way, you will be able to give your full attention to them.

Appropriate greetings and endings

Appropriate greetings and endings to calls help build a good rapport and avoid misunderstandings and wasting time. The three elements of an appropriate greeting are:

· identifying your company

· giving your name and job title/department

· asking how you can help the caller.

When you close the call you should:

· make sure that the caller has no more queries

· thank the caller

· let the caller put down the receiver first so they don't feel you have cut them off.

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