You're faced with multiple urgent calls at once. How do you prioritize and manage them effectively?

This is a must to keep priorities. Delegating can also be helpful. By having backup, every caller is tended to in good response time. When there is no backup let the caller know that you will be getting back to them within minutes, hours, same day. Don't deviate from that. You're building or maintaining trust and deviation could cost the account.

Existem momentos que tudo se torna urgente e prioritário, contudo, a importancia de elencar a sequência de urgências é fundamental. Avaliar de forma rápida e manter o controle emocional faz total diferen?a. Além disso, sempre deixar claro para o demandante a situa??o, mantendo a comunica??o clara e se possível demandar atividades/situa??es urgentes que podem ser executadas por outra pessoa.

With sense of urgency and by delegating we can response an effective on time response. Should not miss any call or ignore leaving a negative impression

Previously, I worked at a call center-esque department for a hospital, and this was an everyday occurrence. I needed to collaborate with my colleagues, managerial staff, clinical staff, listen to patient relatives on the phone—sometimes patients themselves would call—train incoming staff, arrange transportation, and so much more—all while working on the computer job. It was extremely easy to be overwhelmed in that department. We definitely all needed to assess the sense of urgency daily, as people's lives were on the line. Staying calm was essential, and communication was evident for everyone. Technology was always being updated, delegating tasks was apparent, and following up was essential for patient admission. I learned a lot!

When possible, delegate other team members to assist in handling the calls simultaneously. Answer each call and take their information and inform them when you, or a team member, will be getting back in contact with them.

That's phone etiquette 101. Calm can reverse a uncontrollable situation even when the other party isn't! Think about how a calm demeanor from an agent effected you when you weren't calm...(mic drop).

Remaining calm on the phone allows time to really understand what the clients needs are. You’re able to figure out and understand the problem a lot faster.

Staying clam is crucial for both you and your clients. Focus on listening to your client’s concerns and breathe. Try to sympathize and empathize with a client who may be angry or aggressive. Apologize for their inconveniences and try to offer a solution if possible. If a solution cannot be provided then you can offer to transfer the client to another employee who may be able to assist them. If nothing is resolved then apologize for not being able to solve their issue (you can also recommend another company/technician if situation allows it).

Having a prompt sheet really helps in this situation. Having visible prompts can feel embarrassing or exposing. As a neuro diverse woman I have had to learn not to worry about how people view my working methods, (as long as I do the work and I am professional who cares?). However, I have passed these methods on to others (both neuro and non diverse) who have found prompts elevated their work. Additionally, working in a way that suits me allows others to feel comfortable working in a way that suits them and everyone wins in that situation.

Call queuing systems and functions like hold are a life saver. Prioritize the urgency of the calls and delegate them accordingly to importance and urgency. If a call can be made at a later date you can try to reschedule them to allow more time to complete important tasks.

One thing I’ve found helpful is to delegate tasks to the appropriate team members that are equipped to handle the subject of the call. Do not be afraid to ask for help from your work peers.

In my experience it is best to follow up any missed calls in a timely manner. Keeping a priority list/chart that includes a deadline (if given one) will help keep you on track. A phone memo book is a great tool to use.

I will prioritize and act accordingly. Rest assured, I will follow up on all urgent calls. I will assess each call based on its importance and my ability to contribute to the request. If something is beyond my scope of support, I will redirect it to the respective team. I will act on all queries promptly to avoid any major disruptions.

Allocate specific time in handling different types of calls. Spend more time for complex issues that require longer conversations than inquiry that needs less time. You can drop a message in response to the caller. If needed.