telephone handling -anil
TRANSCRIPT
Telephone Handling
Telephone Etiquette
• Elements of a good voice greeting
Call Flow Procedure
• Call Opening
• Probe
• Match
• Confirm
• Close
• Follow up
Content
Telephone EtiquetteElements of good voice greeting
Be Courteous
Setting the tone
Exhibiting a desire to serve
Accepting responsibility
Courteous Not Courteous
May I ask you to ? You’ll have to.
I’m sorry, I’m unable to…
I can’t..
May I ask you to explain the...?Could you please explain the…?
What is your…?
I’m sorry if I’m not being clear.
You don’t understand..
Be Clear
Keep it Simple and Short (KISS)
The clarity of your voice/language will help the process
Avoid using phrases like “I think..”, “it should..”, “I hope..”
Be Concise and Consistent
Be concise and avoid long, complex conversations.
Speak to the point. Talk about the subject relevant to the call.
Be Consistent and avoid Confusion.
Use Transition Statements
Use transition statements to avoid “dead air” when talking to consultant.
Instead of saying “One moment please.” you could say, “Mrs. Jones, it will take me a minute or two to find the information..
Be Sensible
Don’t make a consultant feel ignorant or troublesome.
Use language that everyone understands.
Don’t answer a question with a question.
Speak clearly and conversationally, do not sound scriptive.
Always use positive language.
Transfer Procedure
Ask the consultant whom he/she wishes to speak with.
Give the consultant, name or extension of the recruiter he/she is looking for.
Ask permission, (may I transfer the call?)
Transfer the call.
Hold Procedure
Explain Why.. Ask permission..
(whether to place on hold)
Put Consultant on Hold
Thank the Consultant for being on Hold
Call Flow Procedure
Call Opening
The first 20 seconds
The verbal handshake
greeting
personalize the call
Building rapport
set the tone
welcome
Hello Mrs.
Smith!How are
you today?
How was
your
weekend?I have called to discuss a nice
opportunity for u!!
Qualities of a good voice
Tone warm, enthusiastic, positive, friendly, confident, sincere
Clarity speak slow and clear
Volume speak up, emphasize points with appropriate inflection
ProbeTo understand the Consultant ask the right
questions. This will help you determine his fitment.
Open Ended Q’s
Closed Ended Q’s
Solicits more than a “yes” or “no”
Solicits a “yes” or “no” or other one-word responses.
Aims to get some one talking.
Aims to limit talking or to control direction of conversation.
Helps in breaking ice..Useful for specific information..
Allows to discuss more with the consultant..
Helps you to check your understanding of the consultant..
Tips for Active Listening
Give verbal indications to show you are listeningNever interrupt the consultantBe patientAsk questionsCarry a positive temperament
Match
=+
For the call to be successful we should be able to match the Consultant’s need and our requirements, which can only happen if we Probe effectively.
Understand consultant’s need Confidence: We should
familiarize ourselves with the technology (s) required for the job before we discuss the offer.
Assertiveness: Control the call. You as a Recruiter, must be able to lead the call to the direction you want it to go.
Sincerity: If the Consultant does not feel you are being sincere with what you are offering, he/she will surely not want to pursue the offer.
Confirm
When a Consultant shows interest or asks question (s) about the opportunity, understand that the response is POSITIVE!
Any time a question is asked, it means that the consultant is showing interest in what you are offering, he/she just needs more information.
Most important part of a call!!!1) INS Status – Whether the consultant is a US Citizen or a Green
Card Holder? (Work authorization)2) Availability – When can the consultant start working on new
assignments.3) Expected compensation and the nature of contract preferred
by the consultant.4) Telephone number and a convenient time for a phone
interview with the Recruiting Manager.5) The consultants current location and the time it would take for
him/her to commute. Alternatively, the willingness to relocate.6) If the consultant is currently working, the nature of the
contract and the reason for opting out?7) Comfort levels of the consultant (on a scale of 1[least] to
10[high]) with each of the specifications mentioned in the requirements.
8) Is the consultant in touch with your respective client for the last 3 months.
Close
Acknowledging Appreciating Affirming Assuring
Follow Up
Always maintain a track of your consultants.
Leave the consultant on a positive note.
Maintain your own database.
Follow up with the consultants for your future requirements.
This makes your job easy in the long run.
What makes a successful IT- Recruiter Always show a willingness and interest in
servicing Clients and Consultants. Make a good first impression on the phone. Should be a subject matter expert. Must be able to find the perfect profiles as per
the requirements. Possess ability to gather accurate information
from the consultants. Know how to ask the proper questions in an
order. Should have a clear conversation. Always maintain good relation with the client, by serving them better.