1. Telephone Handling

2. Content
 Telephone Etiquette
• Elements of a good voice greeting
 Call Flow Procedure
• Call Opening
• Probe
• Match
• Confirm
• Close
• Follow up

3. Telephone Etiquette
Elements of good voice greeting
Be Courteous
Courteous Not Courteous
Setting the tone
May I ask you to ? You’ll have to.
Exhibiting a desire to serve
I’m sorry, I’m unable to… I can’t..
May I ask you to explain
the...? Accepting responsibility
What is your…?
Could you please explain
the…?
I’m sorry if I’m not being
You don’t understand..
clear.

4. 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..”

5. 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.

6. 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..

7. 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.

8. 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.

9. Hold Procedure
 Explain Why..
 Ask permission.. (whether to
place on hold)
 Put Consultant on Hold
 Thank the Consultant for
being on Hold

10. Call Flow Procedure

11. Call Opening
The first 20 seconds
The verbal handshake
welcome
greeting
Hello
Mrs.
Smith! personalize the call
How are
you today?
H ow w
as Building rapport
your
d?
weeken
set the tone I have called to
discuss a nice
opportunity for u!!

12. 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

13. Probe
To 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 Solicits a “yes” or “no” or other
“no” one-word responses.
Aims to limit talking or to
Aims to get some one talking. control direction of
conversation.
Helps in breaking ice.. Useful for specific information..
Helps you to check your
Allows to discuss more with the
understanding of the
consultant..
consultant..

14. Tips for Active Listening
Give verbal indications to show you are listening
Never interrupt the consultant
Be patient
Ask questions
Carry a positive temperament

15. 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.

16. 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.

17. 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.

18. 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.

19. Close
 Acknowledging
 Appreciating
 Affirming
 Assuring

20. 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.

21. 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.