Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Phone Etiquette 101: Taking a Message - Conversational - ContactCenterWorld.com Blog

Phone Etiquette 101: Taking a Message

Many of us started learning about taking a message during childhood, when the phone would ring for one of our parents or siblings and we were the only ones around to field the call.

Does this scenario sound familiar?

“Mom, the phone’s for you!” 

“Who’s calling? What do they want?”

“It’s Mrs. Freese, calling about some party this weekend?”

“See if you can take a message. Tell her I’m up to my elbows in dishwater.”

While taking a message professionally is a little different from taking a message for your mother, the rules are surprisingly similar. You may not have realized it at the time, but by asking you to take casual messages like these over the phone during childhood, your mother was (in a way) preparing you to take messages in the business world.

We’ll cover the professional etiquette for taking a message via the phone that your mother may not have covered and talk about some of the common problems people experience when taking a message. Enjoy!

Phone Etiquette 101: Taking a Message


The proper phone etiquette is essential when taking a message from a caller. Without visual cues, you’re left with only your friendly voice to convey information and warmth to the caller. With the following tips, you’ll be able to take detailed, informative messages that give the recipient everything they need in order to return the call.

Answer the call by the third ring

Letting the phone ring beyond the third ring is not acceptable professional phone etiquette. Callers don’t want to waste their time waiting for you to pick up the phone, and starting a conversation with a frustrated caller may be setting yourself up for further problems. Answer the call before it reaches the third ring to start the conversation on the right foot.

Use a professional, informative greeting

As the person picking up the phone for the company, it’s your duty to let the caller know they’ve reached the right (or wrong) place. Answer the phone with a professional, informative greeting like this:

“Good afternoon! Thank you for calling Conversational Receptionists. My name is Tara. What can I do for you?”

This greeting gives the caller some important identifying information. 1) The time of day, 2) The company name, and 3) The employee’s name. This lets the caller know what time they’ve reached your office (if you are in different time zones, this can be really helpful!) while telling them they reached the right company and which employee they’re speaking with.

Once you’ve greeted the caller and they’ve revealed who they’re trying to get in touch with, it’s time to move on to step 3: Gathering the right information.

Gather the right information

Now that the caller has requested to speak with someone who is unavailable, it’s time to collect the right information from the caller. Taking a message that will be useful for the recipient means gathering all the information they may need at the time of the call. Every message you take should include:

  • Caller’s name
  • Caller’s business or company name
  • The best phone number to return the call
  • A summary of the purpose of the call
  • The date and time of the call

You can gather this information easily without appearing like an agent of espionage. Just cheerfully ask! Here’s an example.

“Can I speak to Barbara? I’m calling about a meeting we have scheduled tomorrow.”

“Barbara is out of the office until around 1:00pm. I can take a message and pass those details on to her as soon as she gets back if you’d like! I just need your full name, the best number to reach you, and the purpose of the call.”

“That sounds great. My name is Daniel Eddings and Barbara and I are to have a meeting at 1 tomorrow, but I will be about 15 minutes late due to an unexpected change. She can reach me at 555-546-2323.”

Make sure you’ve got the correct info

Repeat the information given back to the caller to ensure you’ve written it down correctly. This includes the spelling of the caller’s name and company affiliation, the phone number, and the body of the message itself. Write the date and time of the call next to the message so the recipient will have this information as well.

Deliver the message to the recipient

Once you’ve taken down the message and ensured what you’ve written is accurate, you can deliver the message to the recipient. Do this in the method you’ve already agreed on with the recipient, whether that’s sending the message via email or text, calling to notify them of the message, or holding the message until they return.

Deliver the message written or typed clearly for the recipient to ensure they can easily decipher it and return the call later.

Source: https://www.conversational.com/phone-etiquette-101-taking-a-message/

Publish Date: January 18, 2017 5:00 AM


2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 



View more from Conversational

Recent Blog Posts:
Companies Known for the Worst Customer ServiceFebruary 23, 2018 5:00 AM
Glossary of Virtual Receptionist TermsFebruary 21, 2018 5:00 AM
Leaving a Lasting Impression with CustomersNovember 29, 2017 5:00 AM
Why You Should Stop Answering Your Business PhoneNovember 13, 2017 5:00 AM
Customer Service Phone Call vs Email: What’s Preferred?November 9, 2017 5:00 AM
3 Surprising Things Virtual Assistants Can DoNovember 7, 2017 5:00 AM
Boosting Growth with a Virtual ReceptionistMay 22, 2017 5:00 AM
How to Create Content That Answers Common QuestionsApril 26, 2017 5:00 AM
Customers Prefer a Callback to Being Put on HoldApril 24, 2017 5:00 AM
How to Diffuse Conflict with Angry CustomersApril 19, 2017 5:00 AM

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =