Elements and Performance Criteria
- Respond to incoming telephone calls.
- Answer telephone calls promptly, clearly and politely according to organisation standards.
- Offer friendly assistance to the caller and establish the purpose of the call.
- Repeat call details to the caller to confirm understanding.
- Answer caller enquiries promptly or transfer caller to the appropriate location and person.
- Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up.
- Relay messages accurately to the nominated person within appropriate timelines.
- Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures.
- Use language, tone and volume appropriate to the nature of the phone call.
- Make telephone calls.
- Obtain correct telephone numbers.
- Establish clearly the purpose of the call prior to calling.
- Use telephone equipment correctly in order to establish contact.
- Communicate clearly your name, company and reason for calling.
- Be polite and courteous at all times.
- Document outcome of telephone call if required according to organisation standards.