Phone Call Handling
A comprehensive procedure for managing inbound and outbound customer phone calls with professionalism, accuracy, and efficiency.
Purpose
To ensure every customer phone interaction is handled consistently, courteously, and effectively, resulting in positive customer experiences and efficient issue resolution.
Scope
Covers all inbound and outbound customer phone calls handled by the customer service team, including enquiries, complaints, and follow-up calls.
Prerequisites
- Phone system configured with call routing, queue management, and recording capabilities
- Call scripts and guidelines available for common call types
- Agent training completed covering phone etiquette, product knowledge, and system navigation
- Access to the CRM, knowledge base, and ticketing system during calls
Step-by-Step Procedure
Answer the Call Promptly
Answer inbound calls within the target ring count and greet the customer with the standard opening script.
- 1.1Answer the call within three rings or as defined by the service standard
- 1.2Deliver the opening greeting including the company name, your name, and an offer to help
- 1.3Maintain a warm and professional tone throughout the greeting
- Smiling while speaking improves the warmth and tone of your voice, which the customer can perceive
Identify the Customer and Purpose
Establish the identity of the caller and the reason for their call to route the interaction appropriately.
- 2.1Ask for the customer name and account or reference number
- 2.2Look up the customer profile in the CRM system
- 2.3Ask an open-ended question to understand the purpose of the call
Listen Actively and Clarify
Listen to the customer without interruption, take notes, and ask clarifying questions to ensure a complete understanding of their needs.
- 3.1Allow the customer to explain their issue fully before responding
- 3.2Take notes on key points and details
- 3.3Ask targeted questions to fill in any gaps
- 3.4Summarise the issue back to the customer to confirm understanding
- Use verbal acknowledgements such as "I understand" to show you are actively listening
Research and Resolve the Issue
Use available resources to find the answer or solution and communicate it clearly to the customer.
- 4.1Search the knowledge base and CRM for relevant information
- 4.2Apply the appropriate resolution according to company procedures
- 4.3Explain the solution clearly and check for understanding
Escalate if Required
If the issue cannot be resolved during the call, escalate it appropriately and manage the customer expectations.
- 5.1Inform the customer that the issue requires specialist attention
- 5.2Transfer the call to the appropriate specialist or supervisor with a warm handover
- 5.3If a transfer is not possible, create a ticket and set a callback commitment
Confirm Resolution and Wrap Up
Verify the customer is satisfied with the outcome, offer further assistance, and close the call professionally.
- 6.1Confirm the customer issue has been resolved or the next steps are clear
- 6.2Ask if there is anything else the customer needs
- 6.3Thank the customer and close the call with the standard sign-off
Complete After-Call Work
Document the call details, outcome, and any follow-up actions in the CRM and ticketing system.
- 7.1Log the call type, summary, and resolution in the CRM
- 7.2Create follow-up tasks or tickets if additional action is needed
- 7.3Update the customer record with any new information gathered during the call
Review Call Quality
Supervisors review recorded calls on a regular basis to assess quality and identify coaching opportunities.
- 8.1Select a sample of calls for quality review each week
- 8.2Score calls against the quality criteria including greeting, empathy, accuracy, and resolution
- 8.3Provide constructive feedback to agents and recognise excellent performance
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Average time from when the call enters the queue to when it is answered by an agent.
Percentage of calls where the customer issue is resolved during the initial call without requiring a callback or escalation.
Average quality score from supervisor reviews, reflecting adherence to call-handling standards.
Frequently Asked Questions
What should agents do during extended periods of low call volume?
During low volume periods, agents should review knowledge base articles, complete training modules, and update their product knowledge to improve call-handling skills.
What is a warm transfer versus a cold transfer?
A warm transfer involves briefing the receiving agent on the customer issue before transferring the call. A cold transfer sends the call without a briefing. Warm transfers are preferred as they provide a better customer experience.
Are all phone calls recorded?
Yes. All calls are recorded for quality assurance and training purposes, as disclosed in the call greeting. Recordings are stored according to the company data retention policy.
How long should a customer be placed on hold?
Hold times should not exceed two minutes without checking back with the customer. If the hold will be longer, offer to call the customer back.
What is the target time to answer inbound calls?
The standard target is to answer calls within three rings or twenty seconds. This target may vary depending on staffing levels and call volume.
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