Telecommunications is the lifeline of any business and having a solid phone system to make and receive calls is vital to the success of any organization.  However, just because you have a state-of-the-art business phone system doesn’t mean your employees know how to use it properly, or even conduct a successful business call.  Interactions with staff, vendors, and clients can have a direct impact on your bottom line, and it can be difficult to get your point across when there are various barriers during your call (i.e.- nosy environment, poor call quality, etc.).  Here are a few tips to strengthen your calls for the greater efficiency and effectiveness.

Keep Noise to a Minimum

There’s nothing more distracting then background noise when you’re on a professional business call.  Most desk phones today include high definition handsets, so your callers can hear your background noise as clearly as you can.  Since nosy environments can be disruptive for both you and the listener, it is important to take calls in a closed space, conference room, or even outside.  The quieter it is, the easier you’ll both be able to focus and ensure that the objective for the call is met.

Jot Down Vital Information

It’s helpful to have pen and paper close by to jot down any information you may need to reference back to while on a call. This includes name, number, email, company name, and location.  Make notes on anything you need to know or ask, so you don’t forget to mention it during the call.  Also, using the callers name throughout the conversation will help establish trust and personalization.  However, be mindful of overusing their name, as this can come across as an annoying sales tactic.

Maintain an Upbeat, Positive Tone

Your tone reflects your attitude, so make sure it reflects the appreciation you have for the caller. Literally smiling into the phone can help you speak with a happier sounding voice.  It’s important to understand how your tone can impact the person on the other end of the call.  Typically the caller will subconsciously match your tone, so it’s important to relay an upbeat, positive tone to engage the caller.

Position Your Statements Correctly

Positioning your statements correctly is just as important as maintaining a positive tone.  I’m constantly reminding employees that there are two ways to say the exact same thing, but one way can severely upset the caller, the other way does not.  As such, there are three parts to positively positioning your statements to deescalate a caller.  First, show empathy as needed and acknowledge their feelings (ex- “I’m sorry to hear that you had a bad experience with XYZ”).  Next, repeat their issue back to them so they know you were listening and understand their problem (ex- “If I understand correctly, you are experiencing dropped calls only during the hours of 9-10 a.m., is that correct?”).  Lastly, reassure the caller that you are here to help them, even if it requires transferring the caller to a different department (ex- “I appreciate that you called us with your concern today.  In order to resolve your problem as quickly as possible, I’m going to escalate your concern to our tier 2 technical support department.  They have the knowledge and expertise to troubleshoot the issue effectively”).  Using this 3-part approach to statement positioning ensures a positive experience for the caller.

Use a Quality Phone System

Call quality issues can dramatically affect the integrity of a business call. Poor connections and sound issues make it difficult to understand and connect with one another, while frustrating the caller. Make sure your company’s phone system is robust enough to support your business calling needs. Your company might benefit from a Voice over Internet Protocol (VoIP) system, which provides clearer sound quality, HD phones, and better scalability for your company.

If you’re interested in upgrading your phone system, contact ACC Telecom for a complimentary consultation.  Headquartered in Columbia, MD, and proudly serving clients nationwide, ACC can advise you on the right phone system for your business needs. Rely on ACC for surveillance systems, security cameras, and VoIP phone systems. Learn more at www.acctelecom.com, or call (410) 995-0101 to speak with a representative.