10 ways to improve inbound call handling for your business.

Not everybody is comfortable on the phone. Some people even try to avoid answering calls, especially from unknown numbers.

To ensure your business makes a great first impression, it’s crucial that whoever you have answering inbound calls does so with professionalism. We’re here to help you excel. Here are our top tips for mastering phone answering in your NZ business.

1. Always answer promptly: Answering calls within four to six rings shows your callers that you value their time and business. Quick responses help build trust and demonstrate professionalism.
2. Use a friendly greeting: Start every call with a warm, professional greeting, using your business name and a courteous tone. For example, “Good morning, thank you for calling [Your Business]. How can I assist you today?”
3. Speak clearly and professionally: Clarity and professionalism in your speech ensure that the caller understands you easily and feels respected. Maintain a steady pace and enunciate your words.
4. Personalise the interaction: Personalisation makes callers feel valued. Address them by their name if possible and tailor the conversation to their needs. This can make the interaction more engaging and effective.
5. Be prepared to help: Familiarise yourself with your company’s products, services and common enquiries. Being knowledgeable allows you to answer questions efficiently and provide helpful information on the spot.
6. Listen actively: Pay close attention to the caller’s needs and concerns. Active listening involves not just hearing but understanding and responding appropriately to what is being said.
7. Stay calm and positive: Regardless of the caller’s tone or the nature of their enquiry, maintain a calm and positive demeanor. Your composure can help defuse tension and create a more pleasant experience for the caller.
8. Take accurate messages: When taking messages, ensure you capture all necessary details accurately. This includes the caller’s name, contact information and the purpose of their call. Promptly relay these messages to the appropriate person or department.
9. Provide clear information: When providing information or instructions, be concise and clear. Avoid jargon and ensure the caller understands the next steps or the information provided.
10. Offer further assistance: Before ending the call, ask if there’s anything else you can help with. This shows a willingness to go the extra mile and can address any additional needs the caller might have.

Prefer not to answer the phone yourself? Don’t have a team member who you can trust to do so effectively? Or simply prefer to avoid interruptions that will impact productivity? No problem! That’s what CallCare is here for. We’re one of New Zealand’s leading answering service companies and it’s no coincidence: our success is built on helping you succeed, starting with ensuring you don’t miss telephone calls.

We offer a range of business telephone answering services and you can have our team of professionally trained virtual receptionists start answering your business phone calls within minutes! Totally free for an entire week.