Volunteers are essential to the nonprofit organization and should answer calls promptly using a standard greeting. Calls should be transferred by looking up the extension in the directory and informing the recipient of the call before completing the transfer.

1. Volunteer Phone Training LaShaune S. Anderson

2. Introduction Please remember that we are a part of a nonprofit organization. All calls are important. Please remember to be courteous to all callers. Your role is essential to this organization.

4. Directions Answer calls promptly. Use greeting: “Good (morning, afternoon); Anderson’s Agency. This is (your name), how may I direct your call?” Tell them: “Please hold while I transfer your call.”

5. Directions (continued) Press the “Transfer” button. Use the phone directory sheet to look up the person’s name (in alphabetical order by last name) or department that the caller is asking for. Dial that extension.

6. Directions (cont.) When someone answers, tell the person that you have a call for them or for that department. Then, press the “Transfer” button again to connect the call.

7. Summary Answer call, greet caller. Press “Transfer” button. Look up & dial extension. Press “Transfer” button again.