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How do you balance phone etiquette with efficiency and speed when dealing with high call volume?

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If you work in a customer service, sales, or support role, you probably deal with a high volume of phone calls every day. How do you balance phone etiquette with efficiency and speed when dealing with high call volume? Here are some tips to help you handle multiple phone lines without compromising your professionalism or productivity.

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Jacob Gabinski

Personal Broker at Goosehead Insurance | Access to 52 Carriers

1 Set priorities

Before you answer or make a call, know what your main goal is and how much time you have. If you have a list of calls to make or return, prioritize them based on urgency, importance, and availability of the other party. If you receive a call, quickly identify the caller's name, purpose, and expectations. This will help you decide whether to take the call, transfer it, or ask the caller to hold or call back.

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Jacob Gabinski

Personal Broker at Goosehead Insurance | Access to 52 Carriers
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To give you an example. Lets say you have 80 calls you need to make and gain information on development. That means you have to make roughly 11 calls an hour. Each person you call you try to find their profile/articles/rewards and input that into your usual intro and set it to their personalized duties. However, including self care you make about 10 calls every 45 minutes then a 15 minute break to stay fresh. It cuts your days into hours and helps the day go by quicker by being able to maintain focus for many tasks. If you're able to get more calls in then use your extra time to find different channels to reach people and organize for the next day to be best prepared.

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2 Use scripts and templates

Having a set of scripts and templates for common phone scenarios can save you time and ensure consistency in your communication. For example, you can have a script for greeting callers, introducing yourself, asking for permission to put them on hold, apologizing for delays, confirming information, closing the call, and thanking them for their time. You can also have templates for leaving voicemails, sending follow-up emails, or requesting feedback. Customize your scripts and templates to suit your tone, brand, and audience, but keep them concise and clear.

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3 Manage interruptions

When you are on a call, try to minimize distractions and interruptions from other sources. Turn off or mute your notifications, close unnecessary tabs or windows, and focus on the conversation. If you have to deal with another call, politely inform the current caller and ask for their permission to put them on hold or transfer them. If you have to multitask, such as taking notes or looking up information, let the caller know what you are doing and keep them engaged with verbal cues or questions.

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Megan G.

Certified Nutrition coach and personal trainer! Helping the community become strong happy and healthy!
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Through out calls, it's important to keep customer informed with every move to ensure they are being well taken care of and that their concern is taken seriously! If escalating calls, it's important to let them know what the next step is in regarding to the call and how they are being taken care of. If having to forward to another department, I found helpful to do warm intros to where you are transferring call to and giving a background to other department purpose of call. If having to do more research and having to pause customer, let them know it will be a brief 3 minute hold to grasp a better understanding of issue at hand.

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4 Be respectful and empathetic

Phone etiquette is not only about following rules and procedures, but also about showing respect and empathy to the person on the other end of the line. Listen actively to what they are saying, use their name and title, acknowledge their feelings and concerns, and express your willingness to help. Avoid using slang, jargon, filler words, or negative language. Use a friendly and confident tone, smile, and modulate your voice to match the caller's mood and energy.

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5 Ask for feedback and improve

One of the best ways to balance phone etiquette with efficiency and speed is to ask for feedback and improve your skills. You can ask your callers for their opinion on how you handled the call, what they liked or disliked, and what they would suggest for improvement. You can also ask your supervisor, colleagues, or mentors for their advice and guidance. Review your call recordings, notes, or metrics, and identify your strengths and weaknesses. Set realistic and specific goals for yourself, and track your progress and results.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you balance phone etiquette with efficiency and speed when dealing with high call volume?

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1 Set priorities

2 Use scripts and templates

3 Manage interruptions

4 Be respectful and empathetic

5 Ask for feedback and improve

6 Here’s what else to consider

Phone Etiquette

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