Process incoming and outgoing telephone calls

Process Incoming and Outgoing Telephone Calls | Boost Your Workplace Communication Skills

In today’s fast-paced office environments, the ability to process incoming and outgoing telephone calls professionally is essential. This short course in workplace communication is designed for administrative professionals, receptionists, and customer-facing staff who want to build telephone etiquette and improve business communication over the phone. You’ll gain confidence, professionalism, and the practical skills to manage any phone interaction with ease.

What You’ll Learn:

Through this course, you’ll gain hands-on experience in:

  • Answering and transferring calls using professional telephone etiquette

  • Taking accurate messages and responding to common caller requests

  • Handling difficult conversations and customer complaints

  • Following business protocols for outgoing calls

  • Communicating clearly and confidently over the phone

  • Ensuring confidentiality and professional tone in every call

Who Should Enrol:

This course is ideal for:

  • Admin assistants and office support staff

  • Front desk and receptionist personnel

  • Customer service agents

  • Call centre workers

  • Anyone looking to improve business telephone communication skills

If you’re ready to boost your professionalism, improve customer service, and handle calls with confidence, this course is for you. Enrol now and develop communication skills that make a lasting impression.

Overview

This course provides learners with the knowledge and skills necessary to effectively manage incoming and outgoing telephone calls in a professional environment. It is designed to enhance communication, improve customer service, and ensure that both internal and external calls are handled efficiently and professionally.

The qualifying learner is capable of employing effective telephone etiquette, answering the telephone according to organisational standards, and processing incoming calls in line with these standards.

Course Content

  • Telephone etiquette and answering procedures are explained.
  • The factors that hinder communication processes are identified and explained.
  • Calls are handled with discretion and confidentiality.
  • Caller is put on hold when not conversing directly with the caller.
  • A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.
  • Telephone is answered promptly
  • Telephone is answered according to standard operating procedures
  • Caller is greeted according to organisational requirements
  • Relevant caller information is acquired during initial interaction
  • Call is redirected as appropriate
  • Multiple lines and holding techniques are handled using correct technique
  • Calls are screened as per standard operating procedures
  • Message is taken and transmitted if required / requested according to organisational requirements
  • Further assistance is obtained from an appropriate source, if required
  • Information and documentation required for the call are obtained and prepared
  • Outgoing call is dialed using the correct number
  • Purpose of the call is stated clearly and according to organisational procedures
  • Resulting actions from calls are recorded
  • Messages are left, if required / requested according to organisational requirements
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
SpecCon Short Course
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