The way that your company answers phone calls is vitally important as it is often the first point of contact between your staff and potential clients. First impressions last and if the first impression starts off badly you've already got to make some extra ground to get back on par. Our initial phone conversations need to reaffirm the professional image that they have formed of SSW. Prospective clients may call 5 or 6 consultancies but only meet with 1 or 2 so we need to stand out. This starts with the very first phone call.
The benefits of a strong phone manner are such that clients retain positive perceptions of the service provided by the company and the staff that they interact with. Another great benefit of a proper phone etiquette is the chance to upsell, promote complimentary services or promote a better understanding between yourself and your customer. Here's a series of rules that detail some of the issues involved with maintaining a proper phone etiquette.
Do you agree with them all? Are we missing some? Let us know what you think.
First things first. You need to be able to list some of the main reasons why people may call you. When you know what some of these are it puts you in a better position to prepare yourself for action or an intelligent and helpful response. For example, if you're a restaurant you better have your reservation systems close to the phone and if you're a bank you better be ready for some abuse. At SSW we find that people call us for only a few reasons:
When you go to meetings to attract business, you always walk in knowing what they want. Why should phone calls be any different?
We use an inbound calls script. Having an inbound script does a couple of great things for you. It allows you to control the flow of the conversation, it also makes sure that you're asking them the right questions, and most importantly, you know when to listen and take notes. When someone calls always have an email open to jot down notes as well as a solid set of probing questions ready to ask the prospect.
If the phone rings after hours (or while everyone’s in the Daily Scrum) and nobody picks up, two bad things happen:
- A real customer hangs up and calls a competitor
- A spammer leaves a voicemail you still have to listen to
Modern voice-AI platforms such as phonely.ai or bland.ai answer every call in 400 ms, block obvious SPAM, and hand genuine callers a friction-free, human-sounding experience.
They're awake 24/7, never take bathroom breaks, and can switch language on the fly, all while routing hot leads straight to the right person or department when a human really is needed.
How many times has another staff member given you a phone number to call back which was wrong? This should never happen.
This sounds like a bit of a no-brainer but as a simple rule, we say that you should always get the prospect's full contact details. These details should then be added to your company database (just in case that post-it note they wrote it on disappears).
Here are some of the important details that need to be recorded:
Ever wondered why 007 always introduced himself as "Bond, James Bond"? Well, If he introduced himself as just James everywhere he went you wouldn't think very much of this international man of espionage and danger would you? By using your full name it instantly gives you authority. It's also useful in situations where your name is common like Peter, John or Jane.
When you speak to a salesperson and they're like UM...AH...ER... it doesn't instill a great deal of confidence in the offering. Phone conversations where people are mumbling and stumbling don't create a very positive impression. You should always aim to communicate your ideas and answer any questions that callers have promptly, clearly and effectively. If you speak with confidence, it will always inspire confidence in you and your company. Here are some general rules of thumb to follow for effective communication:
When communicating with others, it is important to match the tone of your voice with your intent. The way you deliver your message can significantly impact how it is received. A well-matched tone ensures clarity, understanding, and strengthens relationships, allowing your true intentions to shine through effectively.
This is extra important for consultants - we need to make sure our clients trust us and feel confident in the solutions we provide.
Getting the right information from prospects helps you prioritize potential leads and projects and won't have you running around unnecessarily after hot air.
High-gain questions allow you to get information that otherwise won't necessarily be provided. Important information isn't often volunteered by smart prospective clients.
Giving your fellow employees informative messages is important. Follow these steps to make sure you are providing people with all the information they need to activate the message.
- Type the message directly into an email not a piece of paper even if it means putting the caller on hold for 15 seconds
- Ask for what it is with regard to
- Ask for the number
How often has the connection dropped out while a call center operator was trying to transfer you, or perhaps you get put straight through to someone's voicemail, meaning you need to hang up and call again. You should have a simple method for transferring calls that ensures the caller doesn't go around in circles or is left waiting for ages, wondering what is going on.
- Do you know the reasons why people call?
- Do you know how to be prepared for inbound calls?
- Do you use an AI receptionist to handle and route calls 24/7?
- Do you always get your prospect's full contact details?
- Do you know how to introduce yourself correctly?
- Do you know to communicate effectively?
- Speaking - Do you match your tone with your intent?
- Do you ask prospects high-gain questions?
- Do you give informative messages?
- Do you know how to transfer a call quickly?
- Do you upsell your products or services?
- Do you finish the conversation with something to action?
- Do you make complaints a positive experience?
- Do you use a headset?
- Do you avoid putting your phone calls on hold?
- Do you use on hold music or hold message?
- Do you screen unwanted sales calls?