Answering calls
To ensure effective communication between the incoming call (both external and internal) and the switchboard, please observe the following procedures.

When answering incoming calls:

• Answer all calls by three rings by either saying:
'Good morning (or afternoon) Fountain Art, this is ... speaking. How may I help you.
or by identifying your section and yourself by saying 'Fountain Art ... Section, this is... speaking.'

• be courteous and use such phrases as 'please', 'thank you'.

• always have paper and pen ready to take down messages

• follow the computer directory system (or if unavailable hard copy) when the caller requests where or to whom they wish to be connected

• tell the caller you will transfer them and then direct them to the appropriate extension, giving details of the extension number etc

• be willing to ask questions if the caller is unsure of the department or person they wish to be transferred

• always give the caller the choice of being placed on hold or leaving a message if the line is engaged

• always place callers on hold using the hold facility, so that they do not hear office noise and conversations

• return regularly to callers on hold to check if the caller wishes to remain on hold, and apologise for the delay

• always answer phone extensions if otherwise unattended; identify the extension, the section and yourself and offer to take a message

Many of the internal calls into the switch are from staff who wish to make interstate, STD, or international calls. There will also be occasions where internal callers will need to be advised of other extensions within Fountain Art. When answering internal calls operators should use the same procedures and courtesy they used for external calls.

When making outgoing calls:

• Always prepare for a call; think about its purpose and plan what you are going to say before making a call

• Use an appropriate greeting and identify your position and the company

• State the purpose of your call clearly and listen to the response

• Plan calls to allow for international and national time zone differences or for Australian states using daylight saving