Phone Etiquette 101 Part 1: On Making Calls

It is perfectly understandable that to be a call center agent, one must be able to make calls. In other words, know how to use a phone. Though apparently a no-brainer, particularly due to the prevalence of advanced communication technology these days, being able to pick up a phone receiver and say “Hello” is not all there is to being a qualified call center agent. As a means of communicating, proper etiquette, which I think should be more aptly categorized as an “art form” on its own, must be applied if one is to succeed in this line of work.

Setting aside the emphasis on acquiring that distinctive accent identified with native English-speakers, phone etiquette speaks of having the right manners as two or more people try their best in communicating with one another. By communicating, I mean getting the message through in the clearest and most effective way possible—and needless to say, this goes way beyond mastering the art of picking up the phone and saying “Hello.”

To refresh our memories on the “Art of Making Calls” (With the stress we take on at work, losing sight of the basics can be downright easy, don't you agree?), here is a concise list of refresher pointers call-center agents should review from time to time:

• It all begins with “courtesy.”

Whether on the phone or in person, courtesy is a communication must no one can dismiss, regardless of reason. Never mind if the one who answered you woke up on the wrong side of the bed and is venting his annoyance on you. What matters is you keep your composure and stay courteous at all times, at all cost.

• Make sure you dial the right number.

Dialing the wrong number may not bother you if you are the one who did it. But for some people, especially those on the receiving end, the disturbance can get on their nerves, hence you automatically botch your chances of making them your prospects. Check your list of numbers carefully. If you have poor eyesight, get the appropriate glasses, so you cut down your chances of erring.

• As soon as someone answers, say your greetings and give your name first before asking for the person desired.

This is self-explanatory already. Done for the sake of courtesy, you come across as ill-mannered if you proceed with asking for the person desired without introducing yourself first. And it goes without saying, that coming across as unethical automatically botches your chances of getting on the good side of your customers.

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