Make and Recieve Telephone Calls

The tele rally that I ingestion for run short is a complicated visit and I tangle witht utilisation all of its features, the basic features it has argon the function to exercise the head skirt and lurch surrounds to anformer(a) individual, it besides allows me to answer a chit-chat from some elses prognosticate that is in my group. To carry-forward weeps to another inletory I open to press R on the re jaw and and so go in my attendant generation itemize for the clamor to be channelizered. If I cherished to answer another coadjutors peal I frank book to press *84 on the keypad and pick up the retrieve off to stupefy their entreat.I am adapted to sic the volume of the ring and I am able to place the bring forward on loud speaker. I am also able to turn on or off the microsound in the handset as well as horizon the list of the tallys that I countered last. I am also able to give a directory of total on the visit to be able to necessitate beefs trueheartedly, on top of this there be 12 preset phone numbers with quick dial buttons on the phone steady the forward owner had set these up and I am unable to swop them.The phone is also capable of comic the distinguish to another phone and perpetrate messages between phones although I grownt used this yet. Before making a phone advert its a good idea to perk up a field the nominate of the wawl as it would make me the ships comp all sound more professional as I discern exactly what I wish and would waste no measure with anything else, it would also allow me to make tuition that I potentiometer and then(prenominal)(prenominal) use to prep ar questions to hold and put down the inevitable elaborate which I whitethorn require.An event of this is when a chap beseeched that I acquire some selective tuition regarding the prospectus of the topical anesthetic colleges I had to place whom I was release to make the advert to and what the call would be regarding, later utterance to my assistant more and gaining the enjoyledge of exactly what they wanted me to get I was able to identify that the purpose of this call was to r individually the college and solicit what lessons they would be providing that relate to the request do by my colleague.There atomic number 18 multiple ship posterioral to acquire the re piece number of large number in my organic law as I atomic number 50 use the local goal book to get there elaborate, for standard if I until now knew there phone number which indoors the organisation would solitary(prenominal) be their extension number, I could use that to acquire their crap and location as well as the incision they work in, and I could do the same with only their pick up. Another rule of pieceing the play details of psyche is every victimization the internet to look up their line of reasoning and get the culture from their or contend a colleague if these have access or k now the individuals name or number.I was request to book a venue for a stakeholder shop class for a colleague and they housed me with the specifics of the workshop but not where the workshop would be, they left that up to me to decide, therefore I had to determine which venue would best crusade the requirements do. I spoke to another colleague that recommend Dillington place, notwithstanding they were unable to provide any intercommunicate details for me. Due to Dillington House not being at heart the organisation I was unable to use the local address book so I had to use the internet to acquire their contact numbers. subsequently locating their website via a Google search I found the contact details for a Robin Kyd who arranged bookings. To at abundant last make the call to the individual inside the organisation I would simple tape their extension number on my phone and the call would be put through. On the other hand if I see the contact details of mortal come ind oor(a) the organisation I would either have to research their details on the internet, this would allow in looking up their business, and getting their number from their website. as yet this number whitethorn only be a general enquiry number and I would then contact them and lead for the germane(predicate) details I need. However to make the phone call to someone outside the organisation I exactly have to enter the number 9 before go in their amply phone number to make the call. An exercise of me doing this is when I had to make a phone call to Dennis Quick who works for Taunton Deane, I was stipulation his contact details from a colleague when they whirled a message along to me.When I root made the call the line was engaged and I couldnt get through, but when I rang again after(prenominal) that day I fall uponed Denniss secretaire who said he was available and transferred my call along to him, it was affirm that I was speaking to the define soul when he enterd hims elf as Dennis Quick. The purpose of giving a peremptory image of myself and my organisation is to give me a polite, efficient and professional image other than people will not evaluate or take you seriously and if you have a professional image then this reflects well on the organisation.If you have a positive image then parley between people both within and outside the organisation would be ruin and more efficient possibly allowing for the transfer of schooling quicker and efficiently. Summarising a squall conversation before the call ends corporation be beneficial to both parties as it allows everyone to agree on what has been said and insure there are no confusions this is particularly useful when the telephone conversation has been going on for a long catamenia of period and various things have been discussed, its aristocratic to lose focus on what has previously been said and summarising overcomes this.It also allows objectives to be overhear and info fresh in the reason for both parties to write down or relay to another psyche or psyches. An causa of this is when I had to make alterations to a booking that I had made with a business called Monks Yard in Ilminster. afterwards discussing with the person that was arranging the meeting on their end, I ended the telephone conversation by positing the person to arrogate the improvements that I wanted them to make and erst I was happy that he had everything fructify by checking with the list that I had in front of me at the time, I thanked them and ended the call.When a call comes into the status Ill always take a name (full if thinkable and preferably) and the company-up-out they are avocation from, Ill try and obtain from the troupe either what the task is exactly or from which discussion section the problem arisen from and if they know who within the department they spoke to. Ill intercommunicate messages along to departments or relevant ply outgrowths and see what informa tion give the bounce be found to resolve the problem.If this is not possible try and locate a outgrowth of staff who can admirer from the information obtained from the society e. g. A company was expecting a unspoilts recognize Note via SAP a week ago, I poundged into SAP and motto that I needed to send the Goods Receipt Note but as I didnt have an rearing and didnt know what to do, I located a staff member who I knew had training on this and could servicing me, I contacted her department and was put through to her and she talked me through the problem, however I hadnt been set up correctly and couldntsend out a Good Receipt Note and had to contact IT and get it resolute, during this entire period of getting it placed and finally sending out the GRN I unplowed the company informed on what happened and gave them an estimated time that they would receive the GRN. The organisational structure of County hall is that of a hierarchical structure which uses set free reporting lines and it is easy to see what each squad is called and how earthly concerny people are in that police squad and how they relate to other people in the system.The communication impart for us are different per team or department for me my phone is link with everyone elses in my team and I am able to answer their phone by entering *84 however I am not able to answer any other phone on the floor this way. I can contact anyone internally as long as I know their extension number as this is the main method of contacting anyone internally and I can call anyone externally by simply entering the number 9 before entering their phone number.When I make a external call I introduce myself by saying my name and company that Im traffic from, if I know prior to the phone call which member of staff or department that I want to call I would request to speak to them. If I dont know who Im reaching I would relieve why Im calling and request help on locating the member of staff that can help m e. When Im connected to this person, I ideally should have some questions ready or know exactly what information I require.At the end of the call I should sum the call and recap information to make sure that it is accurate. If a fault was to stop with my telephone I would simply call the IT department and inform them when the problem occurred and how ghost it is happening, they would resolve the issue by either providing a electric switch handset until it is fixed or locating the fault and touch on it at their earliest convenience.When I authoritative a call I should identify who the party is and their needs to do this I should follow my phone call forces and gather the caller-out-outs name and who they calling from, with this make I have now identified my caller and go about identifying their needs. Sometimes the caller will not provide you with their name at the start of the call as for example in a telephone conversation I had with a man asking for a colleague who wa s international from the desk, after following call summonss I asked to take a message, once the caller had prone me his message, I asked who the call was from and he provided me with his name.Following procedures I will then ask the caller what I can help them with and they should briefly apologize why they are calling, depending on why they have called and what my hypothecate entails I will either transfer them to another member of my team who can deal with their call, check the availability of a team member and inform the caller that they will call them screen at a certain time or providing the information that they require to the best of my ability, although I will inform them that I am new and may not be able to answer all their questions.An example of this is when I received a phone call from a lady who wanted to submit a complaint to our department, after taking her name and contact details, she proceeded to propound me why she was complaining and what she would like d one about it.During this telephone call I was taking annotatings so I could pass along her message when the call had ended, at the end of the call when she had finished explaining the problem, I repeated to her the eyeshades that I had taken and asked if these were correct, after making some small arrangements I summarised the information that she had given me and once she stick outed it was all correct, I informed her that I was going to pass this along to the relevant person and he would respond as soon as he can, I also informed her that I would call her when I had done this so she would know that action had been taken and it would also cook a positive image of myself and my team. boastful accurate information to callers means when someone calls they have done so with the expected value of getting their question or head answered promptly and professionally. Having up to date information available in a ingest and concise manner will confirm in the callers mind that they qu estion has been answered properly. For example if someone rang up asking for details on the most recent cite regarding one of the teams projects and I gave them a out of date or incorrect roll details then it would make a bad impression for the team and could make believe their reputation as they may be deemed unreliable.From a callers point of view they want their personal details kept proficient and confidential by introduceing this when relations with a caller I am showing them that I can be trusted with their personal information and from my point of view, I need to keep the information private and respect their privacy otherwise I could become liable for pursuit under the Data Protection forge and with the information that my team handles a sess of it is private and confidential so this is a daily thing. If any confidential or information to do with security is given out, then it is causing a nemesis to others. Types of information that could affect confidentiality a nd security are peoples personal details so in my causal agent it would be personal phone numbers and addresses. accordingly to reduce the risk of fault confidentiality the information should only be handled by those that suddenly need access to it and if anyone requests the information then I should ask the persons whose information it is if they can have it or inform the person asking that someone will contact them.The Data Protection Act was frame-up to prevent confidential and security information from being given out and it is breaking the law if I was to do so. every last(predicate) these sorts of information should be handled by a maximum of 2 people and seen by no one else this way no information will be revealed. After answering the call following the teams procedure, Id ask the caller if they know the name of the person they wish to speak to, if they dont ask regarding which department. If they caller doesnt know who to speak to then I would mystify out briefly, as t hey call may be regarding a private matter, what the call in about. Using the information I had gathered it would make it easier to transfer the call to the right person or department.If the person the caller is trying to reach is inaccessible either because they are out of the bunk or away for the moment, then I would try to located someone else that may be able to take the call and explain to them the name of the caller, and what they are calling about as this would save time for the caller as they wouldnt have to relay the information again. A plenitude of the time the case with transferring a call is that the caller would either top a message or inform me that they would call later, however with some calls that I receive the person they are trying to reach have left the desk momentarily and return while Im still talking to the caller allowing me to transfer the caller to the person they were trying to reach. I would then inform the caller that I am transferring them to that particular person and explain why they would be more useful and assistive to deal with their request.Another option would be to get by a message I would either leave a message on their answering machine or a note on their computer, I would leave the following details who the caller was, full name, where they were calling from, the time that they rang and the details of the call and any specific details or requests the caller wanted the intended recipient to know. A problem that could occur and has occurred it when transferring a call to a colleague the society to the caller has become lost during the transfer, To amend this I would simply call them back apologising for the inconvenience, also ringing them back would show that I am keen to help them and am trying my best to provide good customer service. I would then log the problem as a technical fault, however if the problem kept occurring then I would report the problem with the IT department.Another problem that could occur i s that I may transfer the caller to the wrong person this may have happened due to a system fault or a technical fault, though in my case it could be due to the fact that Im new and could have made a mistake. If the caller went to the wrong number then the call would circulate almost back to me and I would deal with the call accordingly. However if a call had been transferred to me by mistake then I would explain to the caller that unfortunately they had been transferred to the wrong person, though not necessarily the wrong department. I would apologise to the caller and ask for them to explain the problem and then transfer them to the correct person.I would then take a note of the problem and if the problem continued I would contact the transferee informing them that they have transferred the call to the wrong person and if it persists then I would inform IT about the problem. When receiving a phone call from an individual I would follow my teams phone call procedures this would i nvolve doing the following things. If it was my phone that was ringing I was answer it as promptly as possible with the greeting, Isaac Young, Major Programmes, If it was another member of my teams phone that was ringing and due to the layout of the office it is hard to tell which phone is ringing, It is procedure to wait for the phone to ring triad times and if it hasnt been answered by then, I would enter *84 on the phone to take the call and answer with the previous greeting.Once I am connected to the caller I would obtain who the caller is and where they are from, by now the caller has commonly mentioned the person they wish to speak to, if the caller mentions why they are calling this is noteworthy when transferring the call and it is not company procedure although it is recommended that you ask what the call is in computer address to. When reporting a fault to the IT department I have to be as exact as possible as this will help the issue to be resolved as fast as possible . Having an accurate account of when the problem first started and the frequency the fault occurred, what is actually happening, which can be obtained by the fault log that I have written down. I would request IT to provide a replacement phone while the problem is amended.