Chapter 3

Winning Telephone Skills

The telephone remains one of the primary tools for communication between businesses and customers and is supported by a variety of technologies, from simple voicemail to complex systems like ACD, SBR, and VoIP (terms explained below). When used effectively, these tools enhance the experience for both customers and service desk analysts, providing seamless experiences and trackable interactions and outcomes.

Key Terms

  • Automatic Call Distributor (ACD): A system that routes incoming calls to available agents based on predefined rules.

  • Voice over Internet Protocol (VoIP): A technology that enables voice communication over the internet.

  • Cold Transfer: Transferring a call without providing context to the next agent.

  • Warm Transfer: Transferring a call with additional context provided to the next agent.

  • Skills-based Routing (SBR): A method of directing calls to the agent best suited to handle them based on expertise.

Every customer interaction on the phone is critical to the success of the organization. Key elements include answering calls, handling messages, and properly closing conversations. Dealing with unsupported product calls presents an opportunity to showcase a positive and helpful attitude. To prevent customer frustration, it is essential to minimize hold times and avoid unnecessary transfers by understanding the company's telephone systems, policies, and procedures.

Improving telephone skills is an ongoing process, requiring self-reflection, feedback, and continuous practice. Techniques like self-study, monitoring calls, and customer satisfaction surveys help refine these skills. Using scripts can build habits and ensure consistency, while self-care helps service desk analysts remain calm, professional, and empathetic.