IT IS AN TELECOMMUNICATION INFORMATION,

3. What is Telecommunication
The transmission of information
that allows for communication
between people who are separated
by distance.

5. MERITS
•Interact freely on phone
•Long distance communication
•Less need of travel
•Save money/time
•Reduce efforts
•Eliminates physical barriers
•Instant feedback

6. PROCESS

10. SKILLS
• Tone of voice
• Pitch,rate,volume
• Understandability
• Enthusiasm
• Empathy

11. Opening/Answering a call
OUTBOUND
• Say who are you?
• Check who are you
talking to?
• State the reason
for the call
INBOUND
• Answer the call
within 3-4 rings
• Answer with short,
but professionally
• Clear state your
name and dept.

13. What not to do?
 Loss your patient
 Get angry that the other
person doesn’t
understand your system
 Be sarcastic
 Blame the customer
 Call drop
 Insufficient service

14. Answering the Telephone
Provide greetings
Identify department
Identify yourself
Offer assistance

15. Transferring/
Placing call on
hold
 Handle call yourself
where possible
 Transfer call directly
to correct place
 Always ask/permit
 Explain delay
 Stay on the line

16. Taking message
Message for…..
 Name of caller/customer
 Company name
 Details of company
 Purpose(message)
 Action required
 Name of person taking the message
 Repeat the message

17. Ending of Call
 End conversation on a
positive note.
 Thanks the Caller
 Use Caller’s name

18. Prepare by,
Pratik Madlani, Deep Chotaliya
Deep khoda, Parth Shekhariya
Kaushal Solanki.