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Unit 107 Make and Receive Telephone Calls Essay

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 forgotten anything they may had said to you.

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

There is many different ways of obtaining people numbers that needs to be contacted such as

* Researching them on a search engine/ Briefly looking at the website * Online phonebook
* Social networks- Facebook ,Twitter etc.

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

Here at the technology centre to make an inside call we would use our very own extension number and dial it into the phone and this would direct us straight to the relevant person. To make an outside call we would pick up the phone press ‘9’ to get our connectivity and then type in the clients phone number.

1.5- Explain the purpose of giving a positive image of self and own organisation

It is important to give a positive attitude when making a call as it gives a more positive image towards the client. Even though the client cannot see any of your face they will be able to tell your face expression through the tone of your voice, and as your tone of voice is the main point in making a call you need to make sure you’re always positive before making a call and also before the start of the working day. If you gave a negative attitude towards the client they can then feel this through the facial expressions etc and will give a negative impression towards yourself and also the
business.

1.6- Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

It is important to summarise the outcomes of a telephone conversation before ending the call as it makes sure that both ends of the line are sure of any information that have been given or taken. Summarising the call will also prevent any misunderstanding and wrong information being retrieved.

1.7- Describe how to identify problems and who to refer them to?

If there was a problem with a client on the phone I would try to resolve the problem as much as I can and then if I was struggling to answer any of the clients queries/questions I would then pass it on to either someone who’s more experienced than myself or my manager.

1.8- Describe organisation structures and communication channels within an organisation.

At the top of our organisation structure we have
Israr -managing director
We then have to different departments we have net movers and Adrac

Avais is in charge of NetMovers
Will is in charge of Adrac

Below will and avais we have many administrators and processers.

1.9- Describe how to follow organisational procedures when making a phone call.

When I make a call I am always polite and friendly, I always start very clear of telling them my name and where I am calling from. I then tell them what my call is regarding why I am calling and then ask them the question of if
they would be interested in my services. Coming towards the end of my call I make sure I have given out all correct information and asked all relevant questions and always summarise and recap any information my client has told me.

1.10- Explain how to report telephone system faults
When there is a fault with any telephone systems we always report to Avais or Kym. I make sure to be exact when I tell them what is wrong by telling them how it started, what happens,how often it occurs etc etc. This then helps the problem to be solved more quickly and efficiantley.

1.10-explain how to report telephone system faults.


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