This document provides guidance on effectively answering calls at a call center. It outlines 5 steps to answering a call: greeting the caller, getting their name, providing a solution to their issue, potentially putting them on hold, and closing the conversation. It also discusses telephone courtesy, learning outcomes of being able to answer calls, provide customer service, and complete reports. Tips are provided for each step such as speaking clearly, listening carefully, and getting more information if needed. The document also demonstrates greetings and closings in both English and Malay, and discusses creating a report in Notepad after each call.

1. ANSWER CALL
EFFECTIVELY &
EFFICIENTLY
BY :
TEAM LEADER HAIRI
TEAM LEADER ZAKI
TEAM LEADER RAZZIF

2. LEARNING OUTCOMES
By the end of this session, you will be
able to :
a. Answer call appropriately.
b. Solve customer’s problem.
c. Do report.

3. TELEPHONE COURTESY
The moment you answer the call :
 You are your company.
 You are the front line.
 Your behaviour throughout the call reflect the
company image.
 You have to use “Sir” , “Thank you” ,
“ Please” during the conversation.
Tips :
a. Avoid mumbling. Say Yes instead.
b. Listen carefully.
c. Resist temptation to interrupt.

4. STEP FOR ANSWERING CALL
STEP 1: GREETING
Use your first name when answering the phone, along
with a standard professional greeting.
In Bahasa : Terima kasih kerana menghubungi TM,
(nama anda) bercakap. Boleh saya bantu?
In English : Thank you for calling TM, (your name)
speaking. How may I assist you?
Tips:
a. Speak politely and clearly.
b. Smile while you speak.
c. Don’t rush!

5. STEP FOR ANSWERING CALL
STEP 2: DESIGNATION
Get the customer’s name. Remember the
caller’s name and address him / her
appropriately.
In Bahasa: Dato’ / Datin/ Encik / Puan / Cik
In English: Dato’ /Datin / Mr / Mrs / Ms
Tips:
a. Write his / her name immediately.
b. Control your voice.

6. STEP FOR ANSWERING CALL
STEP 3: SOLUTION
Provide solution for customer:
a. Product Knowledge
b. Troubleshoot
c. General Info
Tips :
a. Ensure understand product,
troubleshoot and general info.
b. Give information needed.

7. 3A. PRODUCT KNOWLEDGE

8. 3B. TROUBLESHOOT
1. HARDWARE
a. Modem Faulty
- Look at LED light (colour & blink).
b. Splitter
- Check for functionality.
c. Telephone & Network Cable
- Check for functionality.

9. 3B. TROUBLESHOOT
2. LINE
a. Local Area Network (LAN)
- check at PC or Modem.
b. Telephone Line
- check for ring tone.

10. 3C. GENERAL INFO
 Billing
 Technical
 Move Address
 Warranty
 Miscellaneous
Tips:
a. Be patient and listen to what the
customer is saying.
b. Avoid providing an answer before
customer finished speaking.

11. STEP FOR ANSWERING CALL
STEP 4: HOLD A CALL
Ask permission or inform before putting a caller on
hold. Try not to keep a caller on hold for a long time.
Maximum 30 seconds.
In Bahasa : Saya akan letakkan Encik / Puan dalam
talian menunggu sementara saya mendapatkan
maklumat.
In English : I will put your call on hold while I get the
information needed.
Tips :
a. Avoid using words or acronyms that
customer may not understand.
b. Be empathetic and remain calm &
professional.

12. STEP FOR ANSWERING CALL
STEP 5: CLOSE CONVERSATION.
Be helpful. Volunteer help. Don’t wait to be
asked. Don’t forget to end call politely.
In Bahasa : Ada apa-apa lagi yang boleh saya bantu?
…….. Terima kasih kerana menghubungi TM. Bye
In English : Is there anything else I can assist you?
……… Thank you for calling TM. Have a nice day.
Tips :
a. Don’t forget to smile.

13. WATCH YOUR WORDS!
Bahasa
 Apa masalah
awak?
 Tetapi ,…
 Saya tidak boleh..
 Saya tidak tahu..
English
What is your
problem ?
 But , ….
 I cannot …….
 I don’t know
Bahasa
 Bagaimana saya
boleh bantu?
 Walau bagaimanapun,
 Saya berpendapat..
 Saya akan dapatkan..
English
How may I assist
you?
 However , ……
 I am afraid, ….
 I will get info …
NO YES

14. REPORT
 Report must be done per call
basis.
 Use Notepad with information of :
a. Date and time of call
b. Detail info of caller
c. Point of Conversation
d. Suggestion

15. REPORT
1. Open Notepad.
2. Press F5 (for automatically
insert date and time).
3. Insert Caller Info.
4. Insert Conversation.
5. Summary.