How to Answer the Phone Professionally at Your Business

How to Answer the Phone Professionally at Your Business

Awesome Dial

Published on:  

November 9 , 2023


10 min read

How to Answer the Phone Professionally at Your Business

Each person, be the business owner or an employee, must know how to converse properly when at business. Professionalism is necessary to engage with the customer appropriately.

Every time the phone rings, the Phone VOIP operator may not be able to answer the phone call. Thus, each person in the organization must be well-prepped for such situations.

Today's age is more about emailing and texting; the phone may not be the primary source of communication, but it is the last option for long unsolved queries or urgencies. So, if the person that takes the call at your firm is unprofessional, it will completely hamper the client's view! Therefore, we have listed certain aspects that each person must check on to talk professionally.

Take these tips and make effective and vital moves within your organization.

Answering your business phone professionally

Essential phone call etiquette must be known to all individuals in the firm and not just call forwarding personnel. Thus, we have listed all the critical aspects one must note in this part. Understanding these factors will improve your business drastically and give desired outcomes.

1. Answer in Less than Three Rings

When you answer a call in your workplace, do not delay more than the third ring. The basic range of a buzz is around seven seconds; thus, if you let the call ring four or five times, it leads to a 28-35 waiting period, because of which the client might become irritated or upset.

On the contrary, instantly picking up the phone can make the client think about words as they might not have enough time to articulate the issue. If you often work away from your desk, get a routing app to direct all these phone calls to your smartphone.

2. Make a Good First Impression

Once you answer the phone, remind yourself that your voice is the first impression that will fall on the client. Thus, as a worker, this is your opening to contribute to the company.

Irrespective of how you feel, ensure you converse with the caller in a respectful tone. Emotional Intelligence professionals tell us that when a person is happy or smiling, it reflects in their voice and makes it soothing and warm.

Another fantastic tip is to ensure your voice is moderate. Also, remember to speak slowly and not rush for the caller to understand what you are telling.

3. Make a Professional Greeting

The finest way to receive a business call is to answer it with utmost politeness. Also, introduce yourself and the firm immediately. It is finest to put in this plan as it might be impossible to predict the nature of the caller at the other end.

You must show every similar caller levels of professionalism and respect.

We suggest you make a basic professional greeting like, "Good morning, you are talking to John Jacobs from YRT Enterprise. How may I assist you?" The caller must not find the need to ask whether they have reached the company or not. If your call center software system shows details to the caller, don't answer with a "Hello," but introduce and start.

4. Ask the Caller Their Name

In maximum cases, the caller introduces themselves and the reason for the call. However, if they fail to do so, or you are unable to scan the name, don't have a Caller ID, or fail to understand their name in one go, prompt and ask, "May I know who is calling?"

After the caller completes their introduction, talk to them by taking their name out clearly. If they offer their full name, and you wish to sound professional, talk to them using their last name or title.

How to Answer the Phone Professionally
How to Answer the Phone Professionally

5. Avoid Using Filler Language

As an expert and responsible employee of your firm, you must converse with each caller politely and avoid using foul language. Even if the matter gets complicated and argumentative, or they shout or abuse you, maintain dignity and remain polite.

Also, avoid using slang or random words that may offend the caller. For example, instead of using "Ya," or "Cool," say "Perfect," or "Certainly."

Likewise, watch out for this slang that can make you look unprofessional. Refrain from using "What's up," "Hm," or "Oh, yea." In addition, also avoid words like "You know what," and "Like." Stay gentle and speak softly, with clarity and directness.

6. Follow Active Listening

When a client calls your business with a concern or query, they expect the listener to be patient and keen. Thus, it will be saddening for the caller to identify that you are not paying any attention to their call. So, to practice active listening, use the following assistance.

Try to repeat a few lines the caller uses, but don't do it reluctantly. Towards the end of the call, please briefly describe their concerns in simple words to make the caller feel content and understanding.

Also, ask relevant questions before you hang up, try to solve the issue, or give the caller assurance that you will resolve their problem in a specific period. Lastly, ensure you take notes wherever needed.

7. Hold the Phone Correctly

Holding the phone between your ear should be tempting but avoid doing so at all times. Doing so can make your voice muffled, and the caller may find it difficult to listen to what you are talking about.

Rather, rest the phone gently against your cheek and direct speak in the mouthpiece. Using this position will assure better voice clarity and help the user easily listen to you. However, if there are still some issues, try to talk loudly.

8. Return Calls Instantly

Whether you use a call voicemail service or answering machine, ensure you return all calls in no longer than a business day. It is a very vital phone etiquette for all firms. It would help if you made all callers feel valued and respected to engage in business activities.

Today, there are multiple benefits of returning calls promptly in this new era. By doing so, you can resolve issues with maximum simplicity, get the contact, make a sale, and create a remarkable impression of your firm.

9. Do Not Chew and Talk

Some basic manners must be followed while attending business phone calls. Ensure you spit out anything you are eating before answering the phone. The person on the call will have difficulty understanding what you wish to say if you talk to them while munching on your food.

Apart from your mouth, your environment must be clear for better conversations. A sound-free background helps in focusing better and offering valuable services.

10. Seek Permission

Basic etiquettes involve asking the caller before putting them on call. If not, ask, at least inform the caller that you will put them on hold before you do so. Not doing so can make you sound rude and offensive. So, note this and always ensure you ask for permits before putting them on hold.

In addition, it is even important to inform the progress of their concern after every 30 seconds. Failing to do so can irritate the caller and disconnect the line.

For instance, using these lines can help you best "Currently we are unable to reach Ms. Bing. Do you wish to remain on hold, or should I ask for a call back?"

11. Don't Use the Speaker Feature

Please refrain from using the speaker facility until it is very necessary. Using the speaker does not just easily pick background sounds but also leaves a false impression on the caller that you are not paying much attention.

In addition, speaker features don't ensure privacy. It is only okay to use a speaker facility when someone is talking with you, and the speaker is well aware of that fact. However, to maintain privacy and ensure the quality of the call, connecting each one using a conference is most suitable.

If you still have to use the speaker, we suggest you get a wireless connectivity headphone instead.

12. Use Answering Machine or Voicemail

If you use voicemails or answering machines, ensure you record the professional message you wish to send in your absence. Apply all the tips in creating a professional greeting in the guide above and offer relevant information for the caller to reach out to you well.

For example, "For delivery problems, press six and leave a note." Also, assure the caller that somebody will address their issue within a working day.

In addition, update all your recorded messages before a holiday season, mention necessary details, and when the firm reopens. Moreover, remind yourself to talk in a pleasant, inviting tone.

13. Offer a Training

As said, apt phone etiquette does not apply to client representatives and the others working for USA calling. If you are a manager or the firm owner, ensure you provide this special training to all your employees for smooth operations.

You can introduce your employees to this "Answering Phone Calls Professionally" guide for satisfactory outcomes. If you are running an in-home firm, you might have to train individuals in your home for this process.

14. Summarize In-Short Before Hanging Up

Once you finish conversing with the caller, ensure you summarize your conversation in a few key points to show you have paid keen attention. We suggest you list the heart of the issue to end it on a valuable note.

There are multiple perks of taking this vital step, including promising the caller that you have paid attention to every detail in the call. Also, briefing the call improves client experiences and adds up to the company's reputation.

15. Sign Off Perfectly

After finishing the summarizing part, the later step is finishing the call on a professional note. Ensure that you make the caller content and promise they will find a reliable solution in time. Begin by asking if they have more queries. Then go on and end the phone on a professional note.

For example, try to show the caller that you have understood and agreed upon their issue, "Thank you for calling, Kristopher. You will soon get your purchase details in your mailbox."

Quick Tips to Answer Professional Calls

  1. Do not make the caller wait for too long. Answer the call in less than 15 seconds or four rings.
  2. Be friendly, warm, courteous, and gentle while conversing with the caller. Your voice must be pleasant and soft as it is the sole impression of your company.
  3. When you answer the call, pick up and greet the caller well. Welcome them by introducing yourself first and then the firm. Do not just say 'Hello' or 'Good Morning.' Add more depth to the introduction, take your name, and then follow with a short one-line company introduction. Also, buy phone numbers for professional purposes.
  4. Speak clearly, and do not fumble or hesitate while conversing. Also, avoid awkward silences or keeping the call on hold for too long. Making the caller wait can leave a very poor impression on them.
  5. Ensure to use professional language while conversing with the caller. Avoid using slang or foul words. Try using 'No Problem' instead of saying 'Okay.' Also, you can use 'Great' or 'Very well' instead of 'Fine.' If you are used to using filler words of ohh, umm, hmm, and more, then again, avoid using it at all costs. These languages make you sound unprofessional and rude.
  6. Try to use a happy tone at all times. Using a negative or low tone may show disinterest. A positive word or tone is one of the key aspects of helping clients. For instance, instead of "I don't know, " tell the caller, 'I'll find more details and get back to you.'
  7. Whenever you pick up a work call, listen to everything the caller tells you very keenly. If you fail to understand words or spellings like the caller's name, ask them again and ensure you get them to spell it. Convery the message to intended users and ensure the client gets ideal outcomes.
  8. If you have a few messages left on the answering machine, return them to the callers within a working day. Doing so is essential for a better impression. Do you know the early bird? The quicker you are, the better the caller will feel. If you disappoint the client, it will hamper your business quite negatively.
  9. Ask for permits before putting someone on hold, and avoid leaving them on hold most time. Leaving the caller clueless for a long will upset them. Thus, please give them a short progress report about the details and updates every thirty seconds. Give them suitable choices and ensure that the caller gets the intended purpose solved.
  10. Avoid using the speaker feature as mentioned above. Holding the phone incorrectly or using the speaker feature can negatively impact the caller. Speaker phones may indicate an impression if you are not very alert or are not keen on talking to the caller. Also, it may lead to breaching privacy. The only time using this feature is feasible is when more than one person is talking to the caller. Again, ask for permits before doing so for positive results.
  11. Record professional messages, so the user stays updated even when you are not around. Doing so helps assure the user that you have received the message and will look into it at the earliest. Make amends in the voicemail if needed. Before holidays you must consider all the tiny details and mention them in the professional message to inform users about your work leave period.
  12. Ensure you train every employee in your firm to take professional calls. Each person must be able to talk to clients efficiently. Whether your in-house business or a large firm, you must answer every call well for good impressions. Further, you can utilize the finest social media services and share Instagram links to promote your firm. Check all details and ensure you take all possible initiatives to get the best outcomes for your professional calls. Also, conduct trials and tests to check if all your employees are well-versed in conversing professionally.​

Why is it important to answer the phone professionally?

Understanding how to answer the phone is an essential component of strong phone skills. By following these basic guidelines, you can ensure that your clients have the finest possible customer service experience when they call you.

We recommend that you use a business phone system when answering your calls. Office phone systems like Awesome Dial; can have a huge impact on your productivity and are aimed to help you deliver your customers the best conversational experience whenever they contact your business.

Lastly, use all the effective tips mentioned above along with the tool. They will assist you in better calling and creating good impressions on your callers.

Query phone calls may sound simple, but they are critical to your firm's success. If the calls are not addressed well, it can affect your firm negatively and reduce revenues. Converting customers and turning them into loyal buyers is your firm's responsibility. Thus, take all effective measures and ensure your service has the best solutions for profits.