Do You Really Know How to Answer the Phone?

Ok, so here’s another topic where you are thinking: “Duh! Of course I know how to answer the phone… I pick it up and say ‘Hello’.” Simple, right?  Maybe not. Have you ever really thought about how you and your employees answer your company phone?  Does the manner in which you do it change according to the weather, time of day, or day of the week?  If so, you might need a quick phone etiquette ‘refresher’ with your team, or possibly want to look at other options to best greet your customers. You remember how important they are right?  Without them, you don’t have much of a business, or at least won’t for long...

Now that I’ve sparked your interest, here are three key things to do when answering a company phone call:

1.       If you are going to answer, always answer by the 3^rd ring. Americans generally have a very short attention span – the quicker you can pick up the phone, the better.

2.       Be consistent. It’s a good idea to develop a standard script or method of answering the phone. This helps to eliminate those “oops” moments when an important client or high-value prospect calls. Make sure your employees know what they need to say; winging it is never a good idea.

3.       A friendly tone is a must. Tone of voice may be the single most important factor in how a caller perceives not only the individual answering the phone, but also your business. Tone can convey an entire slew of business qualities – whether or not they are intended.

So, what can you do to ensure that your company phones are being answered in a timely, friendly, and consistent manner?  Surprisingly, you’ve got options, and don’t we all love those?!

Option 1: Take the three key items above and lay out expectations with your staff. Write out a basic greeting and tape it to your office phones – this way, employees won’t have to remember it off the cuff. Once you’ve set the standard, pay attention to how well your staff is adapting.  If necessary, call your office from an unknown number to test their consistency. When they do well, give positive reinforcement. Continue to coach those individuals who might not be “getting it.”

Option 2: There are outside companies you can actually hire to answer your phones (remotely) for you.  If you are a one or two man company and cannot afford to miss calls or let them go to voicemail, having someone to answer the phones live can be a comforting prospect. It can help to boost your image, legitimize your company, and both gain and retain more customers. Unfortunately, you have now entered the realm of “outsourcing” a portion of your business. There really is no way to guarantee that these companies’ employees will always be in a good mood.  Furthermore, because you aren’t there with them, how confident can you be that they are consistently giving the desired impression?

Option 3: You can do what we’ve done at Phoneworx and utilize an auto-attendant – a built-in feature available on our VoIP business phone system options.  Auto-attendants generally answer a call on the first ring.  They are always in a good mood and can provide a menu of options, ensuring callers are delivered to the phone of the employee best suited to meet their needs. Overall, auto-attendants offer a level of consistency that cannot be matched by any “live” staffers.  What’s more? You can change the greeting and message at any time, giving you exceptional control over a client’s first impression of your business.

Overall, answering your office phone isn’t quite as easy as it may appear.  However, it’s great to know that you have options.  So, do you really know how to answer the phone?

Until next time,

-          Megan