Telecommunication involves transmitting information over distance to allow communication between separated people. It has benefits like interacting freely by phone, communicating over long distances, saving time and money, and reducing physical barriers. When answering calls, identify yourself and department, offer assistance, and end positively. Skills like tone of voice, understanding, and empathy are important. Transfers should be direct and callers informed of delays. Messages taken should include all key details and actions.

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.