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How To Handle Any Call - Answer-4u - Blog

How To Handle Any Call

It’s easy to assume that answering the phone is a pretty simple task. Receiver is lifted, vocal chords engaged and communication ensues. However, the ability to handle any call is in fact one of the most impressive feats in human psychology. The moment the voice on the end of the receiver begins to speak, we are unconsciously assessing the caller’s mood, whether we can assist with their problem and how we should respond.

Even if you aren’t on the phone as much as a call answering company, chances are, picking up the phone is a big part of your business and it can be mortifying to find yourself lost for words. And let’s face it, we’ve all been there.

In an effort to reduce those moments of not knowing what to say, we’ve compiled some nifty tricks to help you answer even the trickiest calls.

When You Just Don’t Know

The truth of the matter is that sometimes you will be asked a question to which you don’t know the answer. This is particularly problematic if the person on the other end of the phone is becoming irate or impatient, because all too quickly you can find yourself becoming flustered. The most important thing in this situation is to keep calm and not be afraid to pause for thought.

If you don’t know the answer, but know a person who would, putting people on hold briefly can allow you to transfer them or get a message from the person you need. Equally, if you have no idea how to help a customer and also no idea as to who might be able to help them, then you also need to give yourself the time to find out. As long as you don’t keep people on hold forever, then giving yourself a moment to consider what to do is not only fine, it’s necessary.

On the phone, in a meeting, heck, even in your own household, giving yourself pause to think is no bad thing. A few moments of silence shouldn’t be scary for anyone, honest.

When They Just Won’t Quit

It’s a classic tale, someone calls and demands to speak to a co-worker who isn’t there, or pushes for information you don’t know or can’t give out, and once again you have to be the gate keeper.

It’s easy to lose your head when you have a caller determined to get their way, but there are some great tricks to manage the situation without seeming flustered:

  • Be assertive. Apologise for not meeting the expectations of the caller, but be sure not to sound too apologetic. If you do, then the caller may continue to berate you for something that is outside of your control, which isn’t constructive for anyone.
  • Don’t get involved in any lines of conversation that focus on what you can’t do as it serves no purpose. If you can’t give out certain information for example, then quickly move the conversation to a point where you can do something positive for the customer.
  • If the query is regarding a colleague who has a schedule you aren’t aware of, the best thing again is to not focus on what you don’t know, and instead reassure them that you will make sure a message is passed on and the call returned. People are much less upset by inconvenience if you make it plain that you are trying your best to work around the problem for them.

Key Points

  • Keeping calm is essential.
  • Silence isn’t something to fear. It’s much better to pause and think, rather than spewing random words out of nervousness.
  • Don’t linger on what you can’t do, always push the conversation so that it can end on a positive note.
  • Be assertive and professional at all times.


Publish Date: March 28, 2017 5:00 AM

2020 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017 5:00 AM
Our Call Centre ManifestoNovember 7, 2017 5:00 AM
Choosing The Support That Best Suits Your BusinessOctober 17, 2017 5:00 AM
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017 5:00 AM
What Makes Our Call Centre Different?August 29, 2017 5:00 AM
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017 5:00 AM
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017 5:00 AM
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017 5:00 AM
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