Proper and Effective Ways For Managing Phone Calls For SMEs

A business receives so many calls every day. Almost all the inbound calls are very important. To increase the efficiency and growth of  your business, you should follow proper and effective ways for managing phone calls.

It cuts down on the amount of time you need to spend actually speaking on the phone. This time management principle can be applied to incoming phone calls without being rude to your customers, or making them feel unimportant.

Use a Business Greeting


First and foremost, you want the caller to know exactly who they have called, and immediately move onto the purpose of the call. The caller will know why they are calling, but if there is any doubt in their mind who they’ve just called, they may seek clarification and waste time. It’s important to move the phone call along as quickly as possible. 

Also read Best Top 10 Android Apps Must To Know.

Consider Follow-Up Calls as a Quick Solution


As the caller launches their query, you can assess if the query is something that can be dealt with immediately, or may require some investigation, and therefore would be best suited to a follow-up call later in order to save time. If it is something that can be dealt with on the spot, then no need to refer the caller to any further action, but if you think it is something that may take a little time, then it may be better to assure the caller that their query will be dealt with, and arrange a suitable time to call them back. 

Also, read Reasons To Opt For Lifeline Free Phone Program.

Keep the Call on Track


Often, callers have an idea about the query they are calling for, but are not specific in the questions they need to be asking. This can cause delays in getting to the root of the problem. In such a case, you should use summaries as way markers for managing phone calls and speed up the process along.

For example, “so what you’re saying is…”, and also pick out anything which you feel is straying from the main point, e.g. “I think that may be a separate issue”, or “could we just deal with the first point first”, and so on. The caller is likely to appreciate being guided through their inquiry. 

Close the Call Effectively


In order for the call to end, it is the receiver’s role to close it off. This can be done by providing a brief summary of all that was discussed, followed by a reminder of the actions that you will take, also including anything they agreed on that they need to do. If you need to hurry the call along because you need to be getting on with other tasks, then this is a really good way of closing down the conversation and ending the call, rather than leaving it open and more flow of dialogue eating into your time. 

Always Ensure There is Someone Dealing With the Phone Calls


It may be tempting to have a voicemail machine collect messages, or just as bad in our book is an automated Interactive Voice Response (IVR) system, since customers are proven to not like it either at the end of their phone call. If you’re struggling to cope answering calls alone and there is no one else inside your business that can help, then you should outsource this side of your business to professional providers, such as Reception HQ USA call answering service. They’ll be able to help you increase productivity, and the small cost is likely to be offset in greater sales volumes.

Time management for SMEs can be difficult, so it’s useful to use effective ways for managing phone calls, or another solution might be to have a professional answering or reception service take the calls for you.

Comments are closed.