What do you do if phone calls and messages are overwhelming your administrative assistant duties?

In my case the customer is generally who is calling and if we need to support them. No customers no business. All calls are priority.

Eu priorizo todos os atendimentos, gosto de entregar com excelência, desde as liga??es até a procura presencial na empresa onde trabalho. Me coloco no lugar do outro na hora de dar o feedback sobre a solicita??o.

If you are an Administrative Assistant that handles the office call center, then answering messages and calls should be a priority. Most of the calls/messages could be customers and stakeholders to the business. Otherwise planning out a work schedule and setting priorities with urgent vs important tasks should be a good technique to hang on not forgetting to leave room for interruptions since flexibility is key in managing workloads.

Calls are always the priority. If they are getting truly excessive, communicate that with your supervisor that there may be a delay in your other duties due to the busy phones. 10/10 times they will understand and agree, phones are the priority.

When the volume of incoming calls threatens to swamp your day, prioritization is crucial. Begin by determining which calls are urgent and need immediate attention, and which can be returned later. You might even categorize calls based on the nature of the inquiry or the caller's identity. For non-urgent calls, consider setting aside specific times during the day for returning them. This approach not only helps manage your workload but also ensures that callers receive the attention they deserve without disrupting your workflow.

Messaging can be posted to company Intranet to inform end-users of high volume of calls currently being experienced and direct non-urgent calls to a block of time or other communication method.

In new home sales, efficient messaging could involve using templated emails or text messages to quickly respond to common inquiries from potential buyers. For example, instead of typing out individual responses to questions about available properties, floorplans, or pricing, you could create pre-written templates with accurate information and customize them as needed for each inquiry. This saves time, ensures consistency in communication, and reduces stress by streamlining the process of responding to multiple inquiries efficiently.

As both an administrative assistant and a coach, I've learned to handle overwhelming phone calls and messages by prioritizing tasks based on their importance and urgency. Rather than reacting impulsively, I assess each call's significance and categorize them accordingly. Urgent matters take precedence, while non-urgent calls are scheduled for later. This approach ensures that I maintain control over my workload and allocate my time effectively, all while providing the attention each task deserves. My advice to others facing similar challenges is to prioritize tasks strategically, focusing on what truly matters in order to maintain productivity and balance

Text messages are faster and effective, as it can referred to at a later time to make conversations better. It will be possible to act as a reminder and calls can be received later, and you would have time for other duties.

When I come into work - the first thing I do in the morning is update my voice-mail. I let the caller know the date, the hours I'm in the office that day, and when I'm in meetings or on my lunch. This way, they'll know my schedule and know when to expect and approximate call back. It's makes the voice-mail message a little lengthy on a busy day, but clients are at least in the know that I have a packed schedule sometimes.

One thing you MUST do is anticipate interruptions. By strategically managing your communications and time, you can save yourself time in the long run. I usually block off 15-30 mins per 1 hour of scheduled meetings. This gives me ample time to look at the previous hour to handle action items. For each interruption, I try to give myself “rebound” moments to ask myself 2 questions - 1. Does this need follow up? 2. Is this something I can take care of now? If it’s something that takes 5 minutes or less to handle, it should be taken care of in the moment.

I have been in this position once before and in retrospect one other thing I have found to be helpful is having quick FAQ responses. So I would study the trends and would design responses. Another is setting timelines for tasks which will include my routine administrative roles and checking mails, now I can not categorically set a timeline for calls, because they can come in at anytime, so I also maintain flexibility to answer calls, refer calls to relevant FAQ where it applies.

Itemize your day. Prioritize emails and calls by the hour. The moment you begin to feel overwhelmed, it’s probably best to take a lunch break. Don’t rush the process, you have 8 hours in a day and 40 in a week. It will get done. No need to have an anxiety attack trying to fulfill a week’s worth of tasks in one day.

In new home sales, embracing technology can greatly assist in managing the daily influx of calls and messages. For instance, implementing a CRM system can centralize communication channels, allowing you to track and organize interactions with potential buyers, current clients, and vendors more efficiently. Moreover, using scheduling apps can streamline appointment bookings, reducing the back-and-forth communication typically involved in arranging property viewings or meetings.

Let them leave messages and follow up with them when you are done with your current tasks. If you allow constant interruptions, you will never get anything done efficiently.

In the Information Age, phone calls and messages are essential for communicating with the team and making quick adjustments to daily schedules and projects. To reduce the number of urgent calls, we use a group called "PRIORITY" on WorkSpace and WhatsApp. Where all employees can volunteer and have the autonomy to assist/resolve demands that cannot wait, reducing the number of calls and contributing to agility and instilling a sense of OWNERSHIP in each participant. We agree that only in cases of EXTREME URGENCY will calls be made, prioritized, and answered.

Your teammates are another tool at your disposal, make them aware that you are struggling and request help and support from them.

We encourage 3 breaks of 10 minutes each during the shift, with one every 1 hour and 50 minutes of work, and the results have been spectacular. The employee returns to tasks with more focus and eagerness, bringing productivity and reducing accumulated stress.

Schedule a weekly meeting on the agenda for a CALL with all department employees, guided by three key moments: Report presentation. Weekly demands. Action plan. Additionally, include monthly alignment with the team and quarterly individual feedback sessions. These measures aim to enhance transparency and efficiency in operations.