Managing multiple lines for long hours can be stressful and exhausting, especially if you have to deal with angry, impatient, or demanding callers. However, you can cope with this challenge by following some simple phone etiquette tips that will help you stay calm, professional, and efficient. In this article, you will learn how to:
Not all calls are equally urgent or important. You need to have a system to prioritize calls based on their purpose, duration, and caller's expectations. For example, you can use a call screening feature to identify who is calling and why, and decide whether to answer, transfer, or put them on hold. You can also use a call log or a CRM software to keep track of your calls and follow up with them later. By prioritizing calls, you will reduce the risk of missing or forgetting important ones, and avoid wasting time on low-priority ones.
I recommend using a calendar/ schedule application such as MS Outlook to schedule out blocks of time for call backs. Set up meetings with the persons name, number, and a short description of what the call is about. This will also allow peers and supervisors see that you are busy.
One of the most essential phone etiquette skills is to communicate clearly and politely with your callers. You need to use a friendly and professional tone, greet them properly, introduce yourself and your company, and state the reason for your call. You also need to listen actively, ask open-ended questions, repeat or summarize key points, and confirm their understanding. Moreover, you need to avoid using slang, jargon, filler words, or interrupting your callers. By communicating clearly, you will build rapport, trust, and credibility with your callers, and avoid misunderstandings or conflicts.
I do agree with this statement however I would add take notes when necessary. This will allow you to more accurately paraphrase to a client you understand their needs.
You may want to create a cheat sheet with some potential greetings, important questions, and potential closings. Another tip is to create a sheet with questions on it (prior to all the calls) and fill in empty space as you receive feedback from the questions.
Another important phone etiquette skill is to manage hold times effectively. You need to avoid putting your callers on hold for too long, as this can frustrate them and make them hang up. You also need to ask for their permission before putting them on hold, explain the reason and the expected duration, and thank them for their patience. Additionally, you need to check on them periodically, apologize for the delay, and offer alternatives if possible. For example, you can offer to call them back, transfer them to another line, or send them an email. By managing hold times, you will show respect, empathy, and professionalism to your callers, and increase their satisfaction.
Once again, use a schedule or calendar application. I recommend setting up times for future conversations, rather than placing people on hold. In addition, you can schedule out your calls and make customized away messages. For example, consider making Monday and Wednesday are "paperwork days", where you do paperwork and schedule calls for Tuesday and Thursday, "call days". On "call days", leave a message recording for those who call when you are on a call, that you will get back to them within 24 hours to schedule a call or they can send you an email. You can also get back in between calls. This way you do not have to interrupt a scheduled call.
Hold times are inevitable but what I find helpful is to let the person know why I am placing them on hold. “I will need to reach out to xyz for assistance with this matter, and will place you on a brief hold.” I often will ask whoever I needed to call to get assistance to hold for a moment and “check in”. I say something like “We are working on this issue. I just wanted to check in and let you know that I need one more moment.” If they are informed the reason for the hold and are updated on status, the call goes more smoothly and there is less dissatisfaction over hold times.
One of the best ways to cope with stress and fatigue from managing multiple lines for long hours is to take regular breaks. You need to schedule some time to relax, stretch, hydrate, snack, or do something that makes you happy. You also need to avoid checking your phone, email, or social media during your breaks, as this can distract you and add more stress. Instead, you can use your breaks to meditate, breathe, listen to music, or chat with a friend. By taking breaks, you will recharge your energy, mood, and focus, and prevent burnout or health issues.
I cannot say this enough: use a scheduling or calendar program/ application and build those rest times into your schedule. You can also set reminders that will tell you, "take a break in 15 minutes".
Another effective way to cope with stress and fatigue from managing multiple lines for long hours is to seek support from others. You need to communicate your needs, challenges, and achievements to your manager, colleagues, or family. You also need to ask for help, feedback, or advice when you need it, and offer the same to others. Moreover, you need to join or create a support network of people who understand your situation and can offer emotional, practical, or professional support. By seeking support, you will feel less isolated, overwhelmed, or stressed, and more motivated, valued, and appreciated.
In addition, find out if some of your peers need assistance or business. Unloading one of your customers off on a friend that has more time on their hands may lose you the sale, but building that relationship will pay dividends. In addition, when you want to move up or take a leadership position, showing that you care about the company or industry, not just yourself, speaks volumes.
Finally, one of the most rewarding ways to cope with stress and fatigue from managing multiple lines for long hours is to learn and improve your phone etiquette skills. You need to set realistic and measurable goals for yourself, and track your progress and performance. You also need to seek feedback from your callers, manager, or colleagues, and identify your strengths and weaknesses. Additionally, you need to seek opportunities to learn new skills, techniques, or tools that can help you improve your phone etiquette. By learning and improving, you will boost your confidence, competence, and career prospects.
I believe any time anyone is feeling stressed, fatigue or overwhelmed they should be allowed to take 5-10 breaks with no questions or reasoning. As long as they let management, and their co-workers know. Breathing techniques also help.