CIL
Administrative Memorandum No. 1005
August 1993
Revised: July 1998, Aug. 2000, Jan. 2001, June 2001
General Office Section
Telephone Answering Techniques
Purpose: To establish instructions on the proper method of answering telephones and the use of personal cell-phones at the CIL.
General
Information: To explain the proper procedures of answering, transferring calls and taking messages. To explain the proper procedures of using personal cell-phones during the CIL time.
Procedure: 1. At the ILC office: Any in coming call(s) or call on hold will be red. The light will turn green when answered but shows red at any other telephone.
Note: Ring fast blinking red light.
Answer green.
Hold blink pause blink.
Busy Line red light.
2. Answer the phone by saying "Good Morning" or "Good Afternoon" (depending on the time of day), Center for Independent Living, (depending on the location) this is (your name) how may I help you?"
3. Find out the basic information: (see below)
Who: the person is & who they want to talk to;
1
What: the call is regarding;
Where: the person is calling from (business name)
If you are not sure who they want to talk to, refer the call to the Administrative Assistant or Center Coordinator for business administrative work jobs.
4. If the caller is a consumer who has a question, the consumer must be referred to a Service Provider. If the Service Provider cannot answer the question ask the consumer if he/she has a Service Provider and if so the Service Provider's name. If the consumer does not have a Service Provider refer them to the next available Service Provider.
5. To activate the intercom by pushing the intercom button then put in the extension of the employee. When a person calls in and is placed on hold the intercom button will automatically light up, beep twice, and then enter the employee's extensions. A list of employee's extensions should be posted in each office in one of 3 (three) places: 1) on the telephone, 2) on the wall near the telephone, or 3) on the desk near the telephone.
Note: At the ILC Office there is a separate intercom system at the front desk for the outside between the back of the main building and annex. Push the gray talk button and ask if the employee is outside.
6. If the employee wanted on the telephone is available ask them if they would take the telephone call by giving them the basic information, and which line to pick up. It is the receptionist responsibility to successfully transfer the telephone call. All employees should ask the consumer to hold, push the hold button, and notify the Service Provider and give them the basic information.
7. If the employee wanted on the telephone is talking on another line, write the callers name on the telephone message form and take it into the employees’ office. Show the employee the name, the telephone number and the reason the person is calling and ask if they want you to accept, have the person hold, or take a message.
8. If the employee wanted on the telephone is not available or is unable take the call, disconnect from the intercom system, reconnect with the caller, and document the message in the telephone message book. Then post the message on the employees’ message board.
9. To ensure the correct information is documented please ask the caller to spell their name, telephone number, and the purpose of the telephone call. Then repeat their name, telephone number, and message back to them to confirm that the information is correct.
10. Personal cell phones are not to be used in the office except only on breaks and lunch. The cell phones must be turned off and ask the person to leave a voicemail message. You may check your voicemail messages at break or lunch and return calls then.
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Executive Director