Call & Message Guidelines

Messages

Call & Message Guide

Your step by step guide to acheiving excellent quality.

Calls

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7

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3

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4

5

Greeting

01

• Use verbal nods to acknowledge you are listening.
• Use open questions to establish the reason for their call.
• Recap back over the details that have been provided.
• Use the callers name in your questions to build rapport. "What's the call regarding please Gary?".

Tone

02

• Keep a steady pace to the call.
• Allow for natural pauses, so you know the caller has finished talking.
• Ensure your structure flows well.

Active listening

03

Pace of call

04

• Pause before you say the strapline.
• Be upbeat and say it with a smile.
• Add "how can I help you" where required.

• Be responsive and acknowledge what the caller has said.
• Use empathy where needed to build a connection with the caller.
• Be approachable in your style.

Greeting

01

• Use verbal nods to acknowledge you are listening.
• Use open questions to establish the reason for their call.
• Recap back over the details that have been provided.
• Use the callers name in your questions to build rapport. "What's the call regarding please Gary?".

Tone

02

• Keep a steady pace to the call.
• Allow for natural pauses, so you know the caller has finished talking.
• Ensure your structure flows well.

Active listening

03

Pace of call

04

• Pause before you say the strapline.
• Be upbeat and say it with a smile.
• Add "how can I help you" where required.

• Be responsive and acknowledge what the caller has said.
• Use empathy where needed to build a connection with the caller.
• Be approachable in your style.

1

9

6

3

2

4

5

7

8

10

Relaying information

05

Accurate full details

06

Systems

07

Adding value

08

• Relay information in a timely manner.
• Keep your hold time brief.
• Provide the correct excuse to the caller.
• Following any instructions listed in the system, capturing information the client requires.

• Ensure you have the callers full name and company name (if required), and spellings confirmed.
• Use phonetics for accuracy.
• Ensure any details have been relayed back for confirmation.

• Make use of repeat caller information.
• If re-using notes confirm details are correct.
• Answering any client related questions.

• Ask probing questions to gather information, which you feel will add value for the client.
• Ask if there is anything else you could help with, where appropriate.

1

9

6

3

2

4

5

7

8

10

Relaying information

05

Accurate full details

06

Systems

07

Adding value

08

• Relay information in a timely manner.
• Keep your hold time brief.
• Provide the correct excuse to the caller.
• Following any instructions listed in the system, capturing information the client requires.

• Ensure you have the callers full name and company name (if required), and spellings confirmed.
• Use phonetics for accuracy.
• Ensure any details have been relayed back for confirmation.

• Make use of repeat caller information.
• If re-using notes confirm details are correct.
• Answering any client related questions.

• Ask probing questions to gather information, which you feel will add value for the client.
• Ask if there is anything else you could help with, where appropriate.

Relaying information

05

Accurate full details

06

Systems

07

Adding value

08

• Relay information in a timely manner.
• Keep your hold time brief.
• Provide the correct excuse to the caller.
• Following any instructions listed in the system, capturing information the client requires.

• Ensure you have the callers full name and company name (if required), and spellings confirmed.
• Use phonetics for accuracy.
• Ensure any details have been relayed back for confirmation.

• Make use of repeat caller information.
• If re-using notes confirm details are correct.
• Answering any client related questions.

• Ask probing questions to gather information, which you feel will add value for the client.
• Ask if there is anything else you could help with, where appropriate.

1

9

6

3

2

4

5

7

8

10

Relaying information

05

Accurate full details

06

Systems

07

Adding value

08

• Relay information in a timely manner.
• Keep your hold time brief.
• Provide the correct excuse to the caller.
• Following any instructions listed in the system, capturing information the client requires.

• Ensure you have the callers full name and company name (if required), and spellings confirmed.
• Use phonetics for accuracy.
• Ensure any details have been relayed back for confirmation.

• Make use of repeat caller information.
• If re-using notes confirm details are correct.
• Answering any client related questions.

• Ask probing questions to gather information, which you feel will add value for the client.
• Ask if there is anything else you could help with, where appropriate.

3

1

6

2

5

7

8

9

10

4

Did you remain professional throughout?

• Summarise what you have discussed
• Confirm what you'll do next.
• Where appropriate, ask if there is anything else you can help them with.

Did you summarise what actions would be taken?

• Maintain professionalism throughout.
• Use positive phrases.
• Avoiding slang and clipping words 'Yeah instead of Yes'.

09

Summary

10

Professional

Did you remain professional throughout?

• Summarise what you have discussed
• Confirm what you'll do next.
• Where appropriate, ask if there is anything else you can help them with.

Did you summarise what actions would be taken?

• Maintain professionalism throughout.
• Use positive phrases.
• Avoiding slang and clipping words 'Yeah instead of Yes'.

09

Summary

10

Professional

Top Tips

12

• Keep your message concise and to the point.
• Make sure your message is relevant to the call.
• Proof read your message before you send it on.

Following Instructions

• Follow call handling instructions as per yell.
• Gain all required information.
• If needed, provide a reason as to why this information has not been obtained.

11

13

14

15

Message Logged

Spelling & Grammar

Format

Action

• Your message needs to reflect what happened during the call.
• Ensuring caller details, what actions you took and what you advised are listed.

• Ensure you have checked the message for spelling & grammar.

• Is the message laid out in the correct format? (e.g. Freeform, copy&paste, template)

• Did you action your message correctly?
• Did you transfer or email accordingly?
• Did the client have any additonal actions you needed to take?

• Add anything extra that you may think would be of value to the client.
• Use the tools in RITA to assist with bringing your message together e.g. prefix sentences, My Phrases and ghost writing.

Top Tips

12

• Keep your message concise and to the point.
• Make sure your message is relevant to the call.
• Proof read your message before you send it on.

Following Instructions

• Follow call handling instructions as per yell.
• Gain all required information.
• If needed, provide a reason as to why this information has not been obtained.

11

13

14

15

Message Logged

Spelling & Grammar

Format

Action

• Your message needs to reflect what happened during the call.
• Ensuring caller details, what actions you took and what you advised are listed.

• Ensure you have checked the message for spelling & grammar.

• Is the message laid out in the correct format? (e.g. Freeform, copy&paste, template)

• Did you action your message correctly?
• Did you transfer or email accordingly?
• Did the client have any additonal actions you needed to take?

• Add anything extra that you may think would be of value to the client.
• Use the tools in RITA to assist with bringing your message together e.g. prefix sentences, My Phrases and ghost writing.