Transfers and messages

Being transferred from one extension to another makes the caller feel very frustrated.

Apply the following steps:

1. Provide the next consultant with a brief explanation on what the call is about.
2. Explain to the caller why you are transferring him/her.
3. In case of an accidental disconnect, give the caller the name, title and extension of the person to whom you are transferring the call to.
4. Remain on the line until the new connection is made.
5. Take ownership of every call you receive, even if the call was meant for someone else.
6. We will attempt to assist the caller, or if we can’t, we will transfer the call to the right person.
7. We will ensure a “warm transfer” by briefing the person to whom we are transferring the call to.
8. We commit to taking messages for our colleagues, which include the date and time of the call as well as the correct details of caller.
9. We promise to return all calls before the close of business each day (17:00).
10. We promise to return calls to callers who left messages on our voicemail, before the close of business each day (17:00).
11. We promise to respond to all e-mails before the close of business each day (17:00).