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Call & Message Guidelines
Training Team
Created on April 17, 2023
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Transcript
Messages
Call & Message Guide
Your step by step guide to acheiving excellent quality.
Calls
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10
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3
2
4
5
Greeting
01
- Use verbal nods to acknowledge you are listening.
- Use open questions to establish the reason for their call.
- Recap back over the details that have been provided.
- Use the callers name in your questions to build rapport. "What's the call regarding please Gary?".
Tone
02
- Keep a steady pace to the call.
- Allow for natural pauses, so you know the caller has finished talking.
- Ensure your structure flows well.
Active listening
03
Pace of call
04
- Pause before you say the strapline.
- Be upbeat and say it with a smile.
- Add "how can I help you" where required.
- Be responsive and acknowledge what the caller has said.
- Use empathy where needed to build a connection with the caller.
- Be approachable in your style.
Greeting
01
- Use verbal nods to acknowledge you are listening.
- Use open questions to establish the reason for their call.
- Recap back over the details that have been provided.
- Use the callers name in your questions to build rapport. "What's the call regarding please Gary?".
Tone
02
- Keep a steady pace to the call.
- Allow for natural pauses, so you know the caller has finished talking.
- Ensure your structure flows well.
Active listening
03
Pace of call
04
- Pause before you say the strapline.
- Be upbeat and say it with a smile.
- Add "how can I help you" where required.
- Be responsive and acknowledge what the caller has said.
- Use empathy where needed to build a connection with the caller.
- Be approachable in your style.
1
9
6
3
2
4
5
7
8
10
Relaying information
05
Accurate full details
06
Systems
07
Adding value
08
- Relay information in a timely manner.
- Keep your hold time brief.
- Provide the correct excuse to the caller.
- Following any instructions listed in the system, capturing information the client requires.
- Ensure you have the callers full name and company name (if required), and spellings confirmed.
- Use phonetics for accuracy.
- Ensure any details have been relayed back for confirmation.
- Make use of repeat caller information.
- If re-using notes confirm details are correct.
- Answering any client related questions.
- Ask probing questions to gather information, which you feel will add value for the client.
- Ask if there is anything else you could help with, where appropriate.
1
9
6
3
2
4
5
7
8
10
Relaying information
05
Accurate full details
06
Systems
07
Adding value
08
- Relay information in a timely manner.
- Keep your hold time brief.
- Provide the correct excuse to the caller.
- Following any instructions listed in the system, capturing information the client requires.
- Ensure you have the callers full name and company name (if required), and spellings confirmed.
- Use phonetics for accuracy.
- Ensure any details have been relayed back for confirmation.
- Make use of repeat caller information.
- If re-using notes confirm details are correct.
- Answering any client related questions.
- Ask probing questions to gather information, which you feel will add value for the client.
- Ask if there is anything else you could help with, where appropriate.
Relaying information
05
Accurate full details
06
Systems
07
Adding value
08
- Relay information in a timely manner.
- Keep your hold time brief.
- Provide the correct excuse to the caller.
- Following any instructions listed in the system, capturing information the client requires.
- Ensure you have the callers full name and company name (if required), and spellings confirmed.
- Use phonetics for accuracy.
- Ensure any details have been relayed back for confirmation.
- Make use of repeat caller information.
- If re-using notes confirm details are correct.
- Answering any client related questions.
- Ask probing questions to gather information, which you feel will add value for the client.
- Ask if there is anything else you could help with, where appropriate.
1
9
6
3
2
4
5
7
8
10
Relaying information
05
Accurate full details
06
Systems
07
Adding value
08
- Relay information in a timely manner.
- Keep your hold time brief.
- Provide the correct excuse to the caller.
- Following any instructions listed in the system, capturing information the client requires.
- Ensure you have the callers full name and company name (if required), and spellings confirmed.
- Use phonetics for accuracy.
- Ensure any details have been relayed back for confirmation.
- Make use of repeat caller information.
- If re-using notes confirm details are correct.
- Answering any client related questions.
- Ask probing questions to gather information, which you feel will add value for the client.
- Ask if there is anything else you could help with, where appropriate.
3
1
6
2
5
7
8
9
10
4
Did you remain professional throughout?
- Summarise what you have discussed
- Confirm what you'll do next.
- Where appropriate, ask if there is anything else you can help them with.
Did you summarise what actions would be taken?
- Maintain professionalism throughout.
- Use positive phrases.
- Avoiding slang and clipping words 'Yeah instead of Yes'.
09
Summary
10
Professional
Did you remain professional throughout?
- Summarise what you have discussed
- Confirm what you'll do next.
- Where appropriate, ask if there is anything else you can help them with.
Did you summarise what actions would be taken?
- Maintain professionalism throughout.
- Use positive phrases.
- Avoiding slang and clipping words 'Yeah instead of Yes'.
09
Summary
10
Professional
Top Tips
12
- Keep your message concise and to the point.
- Make sure your message is relevant to the call.
- Proof read your message before you send it on.
Following Instructions
- Follow call handling instructions as per yell.
- Gain all required information.
- If needed, provide a reason as to why this information has not been obtained.
11
13
14
15
Message Logged
Spelling & Grammar
Format
Action
- Your message needs to reflect what happened during the call.
- Ensuring caller details, what actions you took and what you advised are listed.
- Ensure you have checked the message for spelling & grammar.
- Is the message laid out in the correct format? (e.g. Freeform, copy&paste, template)
- Did you action your message correctly?
- Did you transfer or email accordingly?
- Did the client have any additonal actions you needed to take?
- Add anything extra that you may think would be of value to the client.
- Use the tools in RITA to assist with bringing your message together e.g. prefix sentences, My Phrases and ghost writing.
Top Tips
12
- Keep your message concise and to the point.
- Make sure your message is relevant to the call.
- Proof read your message before you send it on.
Following Instructions
- Follow call handling instructions as per yell.
- Gain all required information.
- If needed, provide a reason as to why this information has not been obtained.
11
13
14
15
Message Logged
Spelling & Grammar
Format
Action
- Your message needs to reflect what happened during the call.
- Ensuring caller details, what actions you took and what you advised are listed.
- Ensure you have checked the message for spelling & grammar.
- Is the message laid out in the correct format? (e.g. Freeform, copy&paste, template)
- Did you action your message correctly?
- Did you transfer or email accordingly?
- Did the client have any additonal actions you needed to take?
- Add anything extra that you may think would be of value to the client.
- Use the tools in RITA to assist with bringing your message together e.g. prefix sentences, My Phrases and ghost writing.