Distribution of calls by managers: updated ICM. Call distribution: effective algorithm of work Distribution scheme for outgoing phone calls

Rules for receiving telephone calls by the secretary

Let's note the basic rules for conducting telephone conversations, which the secretary must adhere to

You must pick up the phone no later than the fourth ring. This is one of the rules of good manners. After picking up the phone, you need to greet the caller before the caller has even had time to speak, and then name your institution, department and position. When answering a phone call, you should always introduce yourself. People want to know who they are talking to. The greeting may follow the introduction. Variants of sentences pronounced by the secretary-referent when receiving calls.

« Good morning, secretariat of Mezhkombank. At the phone - Galina Ivanovna "

Good morning, says Mr. Nikitin's secretary. What can I do for you?" ("What can I do for you?" or "I'm listening"").

"Good afternoon! ABC Company. Secretary Marina Vorobieva"

"Hello! Company HUZ. Svetlana Dymova»

"The Ruslan store is listening. Hello."

Interest should sound in the voice. There is no need to give vent to your negative emotions. A smile should “sound” in the voice (you need to smile to yourself when the phone is picked up). The voice should sound friendly.

The tube is removed with the left hand so that the transmitted information can be recorded with the right. A telephone pad for writing down messages and a pen should always be at hand near the telephone.

Calls addressed to the director are given priority. You can not leave on the line a client calling the director. It is wrong to tell a client calling the director "I'm connecting", and then find out about his absence and say "he's not there."

The secretary should say: “How should I introduce you to Mr. Petrov?”
Client: Alexander Petrovich Ivanov
Secretary: "One minute, I'm connecting"
He must hold the line until the third party picks up the phone. If the wait is long, the secretary needs to return to the caller every 40 seconds.

In the absence of the head, the assistant secretary records the date and time of the call; surname, name, patronymic and position of the caller; essence of the message; what number to call back and when, which of the deputies can be forwarded the call, and then reports to the manager.

When writing down the phone number for the dictator, it is advisable, in order to avoid mistakes, to immediately pronounce the data behind him.

In the absence of a leader, when recording information about the caller, the secretary should use phrases such as: « What shall I tell to him?" or "Dictate, please, I'll write it down."

To organize the records of telephone calls, it is desirable for each secretary by the head to prepare a telephone form with criteria that will effectively sort incoming calls.

Phone form for secretary

It is assumed that the caller to the Official Institution, having heard the answer with a greeting, will introduce himself. ("Good morning," he says... or "Hello, this is from management...") But if he forgot to introduce himself and the secretary has to pass the information on to the boss, he'll have to ask politely who called.

In this case, the following phrases are appropriate:

"Introduce youreself!"
"How to introduce you?"
"How can I convey who is asking?"
"May I convey on what subject?"

In a situation where the manager is absent or busy, you can choose a “neutral” apology, trying not to tell the telephone interlocutor what he is currently doing. You can use non-binding language such as:

“... currently not in place, but we are waiting for him by 2 pm. Could you call later?"
“... he is very busy at the moment. He has an important conversation. Should I interrupt it?"

It is possible to build such a dialogue

Client:
"Good afternoon! Tell me, please, can I talk to Semyon Petrovich?”

Assistant Secretary:
"Good afternoon! Semyon Petrovich at the meeting until 13.30. He asked to record information for him. May I know your name and the purpose of your appeal?”

To save the manager's working time, the assistant secretary should forward telephone calls, if possible, to other employees of the management apparatus. In this case, you should tell the subscriber the last name, first name, patronymic, position and phone number of the employee to whom the call is being forwarded.

There is a very tenacious tendency to turn to managers with secondary issues. The secretary-referent needs experience, tact and authority in order to clearly and, most importantly, usefully regulate telephone calls to the head.

The secretary-referent by telephone is obliged to give comprehensive information about the hours of reception, the presence or absence of the head at the workplace, and in some cases - about the place of his stay and time of return.

Each institution may have a range of information that is not reported over the phone. In this case, the assistant secretary recommends that the subscriber contact the manager in writing or in person.

Style telephone conversation should be concise and tactful, and the content should be exhaustive, not allowing double or misinterpretation.

If the secretary needs to interrupt the conversation in order to answer another call, he must ask the interlocutor for permission to do so.

When agreeing on the next telephone conversation, you should clarify what time is convenient for the interlocutor.

An experienced secretary, in the absence of a person of interest to the caller, will ask after the preliminary "sorry, but ..." or "unfortunately ..." if he can call again, will try to more accurately orient him in time; offer to transfer the order or provide any other assistance. The caller should be given to understand (both verbally and with the appropriate intonation) that his case was treated with respect and ready to meet halfway. It is impolite to make you wait by the phone; it is better to offer to call back yourself, having previously written down the phone number.

No need to abruptly hang up the phone and do not answer in an annoyed voice if someone dialed the number of the organization by mistake. It's better to respond politely with something like: " I'm afraid you've dialed the wrong number" or "Sorry, you've got the wrong number.

If the secretary was asked a question to which he did not know the answer, then the best answer would be something like this: Good question. May I clarify for you and call you back?”

To avoid speaking too frankly on the phone and not showing your knowledge of the affairs of the organization, you need to answer:

"This matter is not within my competence" or

“On this issue, you need to talk to the director,” etc.

If it becomes necessary to make inquiries during a telephone conversation. In this case, it is necessary to warn the subscriber about the duration of the search for the necessary information, and if it is impossible to find it quickly, then you need to apologize and ask the subscriber to call back later, at a convenient time for him or ask him for his phone number and call yourself.

If it is necessary to remove the created tension in a conversation, it is necessary to interrupt the interlocutor in a suitable place and ask: “Can I help you with something?”.

Sometimes the secretary-referent in the course of a business dialogue is forced to refuse a telephone interlocutor. This is a very delicate situation. It checks the professionalism of the secretary. Here are the polite refusal formulas:

• I'm afraid, it is impossible...
• Unfortunately, this issue has no solution. Circumstances do not allow...
• I'm sorry to disappoint you, but the facts are that...
• Today, unfortunately, this is not possible.
• I would like to please you, but the situation is such that ...
• I'm afraid this is too complicated...
• Unfortunately, this proposal is at odds with the interests of my manager (option: does not take into account) ...
• Thank you for your attention ... but, unfortunately, according to objective reasons have to...

It must be remembered that the duties of the assistant secretary include not only a polite refusal, but also a requirement to seek and find a way out. If something cannot be done or promised to be done now, then a professional will always tell the communication partner what exactly he will do in order to find a solution acceptable to both parties. For example, “Unfortunately, now there is no way to answer your question, Mikhail Ivanovich. It will take me 40 minutes to gather information. May I call you back?"

From the point of view of telephone etiquette, restraint, tact, goodwill, the ability to control one's speech and actions, and respectfully communicate with any partner are considered good manners.

The secretary-referent, who owns the skill of telephone communication, knows that not only the beginning and course of a conversation are of particular importance for observing business etiquette, but also its completion. The final phrases uttered by the secretary-referent should leave pleasant feelings in the communication partner, regardless of how the conversation turned out, as well as a desire to interact in the future. In any case, no matter how the conversation develops, a friendly farewell is necessary. The one who called is the first to say goodbye - this is a requirement of business etiquette. ). The conversation can end with: « Thank you for calling”, “Glad to hear from you ”,“ Good luck to you ”, etc.

The onlinePBX clients are divided into two parts. Some know what they are doing. Others start: they grab everything in a row, solve two or three tasks in parallel and forget the basic things. These include the distribution of incoming calls to responsible managers.

Intelligent contact manager

ICM or Intelligent Contact Manager distributes incoming calls among users. ICM increases the speed of managers' work - they do not waste time finding out and transferring the client to a responsible colleague. And the client does not have to explain the same thing to different managers. Everyone wins.

Previously, ICM determined by the internal base whether there were incoming / outgoing calls to this number or not. If there were, then the PBX connected the number with the last manager. If not, follow the standard scenario.

What's new

Separately, the definition of the responsible person from the CRM system worked and was configured. It takes longer to set up and difficult to explain over the phone, so we've built the capability into ICM. You no longer need to copy the link from amoCRM and paste it into the onlinePBX settings. It is enough to connect an intelligent contact manager and include it in the call script.

The old ICM, after defining a user to transfer, sent the call without returning to the script. Imagine, the extension is offline, forwarding is triggered and the call is transferred to the mobile. But an employee is roaming, sick, lost his smartphone - the call will go nowhere. So it will be with all attempts to get through. The client will leave while the employee returns to work.

How to setup

ICM is connected like any other service in Control panels → Settings. His standard extension number is 6100.

1. In field City code enter the phone number prefix: 495 for Moscow, 812 for St. Petersburg or 343 for Yekaterinburg. This is for those cases when the operator works with local numbers without a code.
2. In exceptions, add extensions for which ICM rules will not work. For example, the director had to talk to the client so that when the client calls again, they should not be connected - add the director's number to the exceptions.
3. Sources are divided into two types: available and active. There can be four of them: ICM base, contacts from amoCRM, Bitrix24 or Megaplan. Active sources are sorted in turn - the top ones are checked first. For example, install amoCRM first, and then ICM, if you want to determine the responsible person from CRM, but if not, check using the internal PBX database.
4. Check the box to transfer calls to the user and his mobile. Clear to dial only internal and transfer the call to a queue or group when the user is offline or busy.
5. Enter number default, where calls will be transferred if the responsible manager is not found or is not connected to the PBX.

Write in the comments what you think about the update of the intelligent contact manager.

The purpose of the report is to give a complete picture of how your Virtual PBX works.

Analytics will help you understand the effectiveness of telephony and answer the following questions:

What is the structure of incoming calls in each of the scenarios?

At what operation or conversation phase do callers end the conversation in each of the scenarios?

How and where do groups of employees miss calls in each scenario?

What are the reasons for missed calls in each of the scenarios?

The report will also help you make sure that telephony is configured correctly, that is:

operations in the script are set up so that subscribers get to the right department as quickly as possible (we understand by transfer or “execute script” operation);

scenarios correspond to the company's business processes;

No technical problems with receiving calls.

How to use the report

Pay attention to the size of the values ​​in the columns of the table. As columns in the By scenarios tab, parameters that are indicative from the point of view of the VATS operation are taken out.

By option. Calls in this column mean that the script was run manually by the employee through the "Run Script" conversation option. In fact, the subscriber got into the wrong scenario, and the operator was forced to start another one. You may need to create an additional script if there are too many calls to Option.

With transfer. The call transfer within the scenario also indicates that the subscriber is waiting too long to connect with the specialist he needs. To learn more about transfer calls, add a second dimension, such as Operation. This way you will determine in which particular operation the call transfer occurs most often and what needs to be changed to reduce such calls.

No talking. The column displays the number of calls with zero net call duration. It is possible that it is quite enough to solve the problems of your subscribers voice menu and recorded reference information. In another case, subscribers cannot reach the operator, which indicates problems with the settings.

Completed. The metric is needed to estimate the percentage of calls that were completed in this scenario. Compare the number of calls in the Total column and the number of completed calls. If the values ​​differ greatly, the script may not work efficiently, for example, it requires another script to be called for some reason.

Re-pass. The column indicates the number of calls in which the script was re-run. Most often, a large number of repeated passes indicates that telephony is not being used effectively.

General average call duration and average call duration. Compare parameters to estimate the time spent waiting on a line or being connected to an operator. Too short or too long conversations serve as an occasion to understand in more detail the scenario settings, the topic of the appeal, and the quality of the manager’s work. You can listen to scripted calls in the Calls report.

Filters and additional dimensions

For convenient operation use data filters by parameters. For example, filter out scenarios where there were more than 0 no-talk calls and the total duration was less than 10 seconds.

Add a second dimension to get an extra slice of the data. As additional dimensions, we have added the most popular parameters: Virtual number, Call type, Termination reason, Operation, Group.

For example, you have several projects, and each of them has its own virtual number. In this case, the processing scenario can be one. To see the distribution of calls by project, add an additional dimension Virtual number.

Similarly, one can analyze the efficiency different groups employees who handle calls within the same scenario.

How to filter calls?

Call filtering allows you to properly distribute customer flows. First of all, the secretary must be able to determine exactly why the client is calling. To do this, you need, firstly, to understand well what your company does, to know the structure of the company, what departments exist and what they are responsible for, who heads these departments. It is best to have a list of employees showing all departments and positions. Study it very carefully and if something is not clear to you, be sure to ask, for example, the personnel department to tell you briefly what this or that department does.

How to refuse?

Learn to weed out unwanted calls. For example, if a person simply made a mistake, do not switch the call without making sure that the client is calling your company. It's your job to filter calls. They also often call to advertise any products and services that are not related to the activities of your company. These are, as a rule, very annoying people who know how to get their way. They have their own tactics and strategy, as well as prepared phrases to bypass the secretarial cordon. Your task is to identify them and confront them, but correctly and politely. What to do? We prepare our standard phrases:

- Thank you, we do not need your service (goods).

or like this:

− Please send your offer by mail (fax).

or like this:

- Now the specialists are busy, please leave your message or send your offer by mail. Thank you.

Advice: you should not immediately switch the call every time you are asked to connect with the general director, chief accountant or other top officials of the company if you do not know who is asking. For example, they call and ask: “Please connect me with the general director or chief accountant.” Of course, if the CEO has an assistant (or a personal secretary), then you can switch to an assistant so that she understands whether to connect the client with the director or not. What to do if you are the only secretary in the company and only you distribute calls? Specify what the person is calling about, what his name is and what company he represents. When you switch the call to the director (or other manager), you must call:

• name and patronymic of the client;
• the company he represents;
• What is he calling about?

It sounds something like this:

- Ivan Ivanovich, the Sever company, is calling you about a meeting at the forum.

This is the standard information that the director will ask you if you want to switch the call to him. Do not forget to clarify all the necessary information with the client in advance. Wait until the manager decides whether he wants to talk to this client or not, only then switch the call. If the director (manager) refused to communicate with the client, you need to answer like this:

- Unfortunately, the director is busy now, please try calling later.

or like this:

- The director is in a meeting now, can I give him something?

If the client does not want to explain why he is calling, ask him to leave contact information(i.e. full name, company name, phone number). Be sure to pass the information to the employee to whom the call was addressed. The employee will decide whether to call back or not. And you show professionalism by passing contact information.

How to quickly process phone calls?

The duties of the secretary include receiving and processing telephone calls. Handling calls requires from the secretary such qualities as patience, attentiveness and efficiency. This is an important part of the work of a secretary and, as practice shows, not everyone knows how to do it. The difficulty lies in the fact that the client cannot always explain well to whom he is calling and what he wants. And the secretary does not always have the patience to understand him. Also, the secretary often lacks communication skills and knowledge of the organization in which the secretary works.

It often happens that a client does not just ask for a specific employee, but tries to explain his problem for a long time, not knowing who he needs to contact. Think of yourself when you call an unknown organization and try to formulate a question that interests you. You are worried, lost and shy. Of course, maybe you are confident and clear in asking your question if you know exactly what you want. But, as a rule, you are still asked clarifying questions. This is how you should conduct a conversation with a client, i.e. you must patiently build the conversation in such a way that you get the most information in the least amount of time. Then you can quickly determine who to switch the call to.

I would especially like to note that phone calls need to be processed in a minimum amount of time. If you have one telephone set with an incoming CO line, then you should not have long conversations with internal customers, i.e. with your company's employees. There should be no personal conversations at all. Otherwise, customers will not be able to reach you. If you have two telephone set, then try to separate internal calls (calls from employees within the company) and incoming city calls (external calls from customers).

Incoming city calls are always more important than internal ones (only if it's not a director). You can always ask an employee to wait while you answer an incoming city call. Naturally, if you are talking with the director, you should not be distracted by other calls.

How to build a dialogue and how to help the client? Specify whether the client is calling your company for the first time or has already communicated with someone. If the client has already communicated with someone from the employees, it will be easier for you to figure out who to switch the call to.

If you have a commercial organization, specify whether the client wants to buy something from you or vice versa to sell their products. Accordingly, if a client wants to buy some product, it means that he is important to you as a potential client. In this case, be sure to find a free employee of the commercial department who can communicate with the client. You can not lose customers, no one will forgive you for this.

If they are calling to offer their product, it is best if you offer to send information by mail or fax. Well, as always, prepare the standard phrases:

- How can I help?

or like this:

− What question are you calling about? Please clarify the essence of the issue.

or like this (in case you are offered a product or service):

− Please send your offer to e-mail or by fax. We will definitely consider your proposal. Thank you.

or like this:

− Try to call back later or please leave your contact information.

So the main thing to remember is:

• you need to answer calls politely, quickly and constructively - this characterizes you as a professional;
• you can’t miss calls - this is the reputation of the company;
• can't borrow telephone line personal calls - at this time, customers call;
• you must remember that your task is to help customers and employees of the company.

2. Telephone conversation in the office

A significant amount of time during the working day of the secretary is occupied by telephone conversations. Thanks to the telephone, the efficiency of decision-making is increased, there is no need for correspondence, a trip to another organization, etc. The duties of the secretary include receiving telephone calls, answering subscribers, filtering calls and, if necessary, connecting the manager with the subscriber. The task of the secretary is to free the manager from the challenges that the responsible employee of the organization can decide on.

It is important to observe etiquette during telephone conversations, because there are a lot of calls and each caller has his own character. If we say that the secretary is the face of the company, then it is necessary to know the rules of etiquette during telephone conversations.

1. Speak only to the point, about the most important thing, without unnecessary details, briefly.

2. Be polite: a friendly tone, the use of polite forms of communication, clear diction are necessary.

3. Be restrained: you need to conduct a conversation patiently, without emotions, calmly;

4. It is impossible to transmit information of a confidential nature by telephone.

5. It is unacceptable to occupy the office phone with conversations on personal matters, especially in the presence of visitors.

Remember that every person who calls you believes that his problem is the most important and that you will listen to him as long as necessary, and that it is you who will give him an exhaustive answer. Indifference on your part or lack of time can disappoint him and make him think badly of you, and therefore of your company. Business partners and clients judge the level of professionalism of the secretary and the company itself precisely by telephone conversations. An arrogant, irritable tone, vulgar intonations, incorrect pronunciation, baby talk, lack of interest in the interlocutor will forever alienate a person from the company. Maintaining a culture of telephone conversations will reduce the time spent on customers.

Pick up the phone should be no later than the third call, and preferably after the first. The secretary first starts the conversation, naming the company, in order to exclude unnecessary questions from the caller. According to the rules of etiquette, the caller should be the first to say hello, but the secretary can also do this after or before he calls the company. If you get ahead of yourself, don't forget to return the greeting. Do not make the caller wait, but if there is a good reason for this, ask if he has time to wait. If such a pause is prolonged, be sure to return to the device and ask if the client can still be patient.

After your return greeting, the caller should introduce himself, state the purpose of the appeal. If he does not do this, the secretary is obliged to ask him about it in a polite manner, calmly but firmly. You need to show correct persistence if the caller persists and refuses to identify himself, referring to the fact that it is customary in your company or that this is required by the head.

Show maximum attention to the caller, so as not to ask again and not to clarify what he needs. The secretary needs to know the clear distribution of responsibilities of all executives, so that in case of a caller's mistake, he can be correctly redirected in accordance with his goals and interests. In the event that the secretary forwards phone call another employee, you should inform the subscriber of the last name, first name, patronymic of this employee, his position and telephone number. Wrong secretary information leads to conflicts in the team and irritation of the caller.

If, in order to answer, the subscriber needs to make inquiries and move away from the phone for a while to search for relevant information, the subscriber must be warned about this. If it was not possible to find the necessary information, you should call the subscriber exact time when he can call back.

Politely answer all the questions of the caller, but only if he introduced himself. Do not divulge trade secrets, do not go beyond your competence, do not say too much. Most people who call the organization are worried, ask again, forget to ask something and call back again. A high-class secretary must be self-possessed, patient, polite, not give vent to feelings, be able to calm a nervous interlocutor.

1) before starting an important conversation, take a few deep breaths, gather your thoughts and relax at the same time. Recall past victories in telephone conversations in order to tune in and enter this pleasant state;

3) sit straight, straighten your shoulders and raise your chin, which will make your voice clear and calm;

4) on exhalation, the strength of the sound increases - use this;

5) articulate with lips with a large amplitude for good pronunciation;

6) keep the muscles of the abdomen and buttocks taut, do not "spread" in the chair. The voice will receive support and "will not go into the stomach." Then at the end of the day you will not feel the strain of the vocal cords, and the voice will remain energetic and sonorous;

7) do not speak quickly, otherwise you will be asked again, and this will take longer than a conversation at a moderate pace;

8) compound words to speak out of order;

9) formulate questions in such a way that you are more often answered “Yes” than “No”;

10) keep the conversation on a personal note - a confidential tone is preferable to a dry and formal one;

11) call to action: speak vividly, figuratively, using personal pronouns (“I, you, we are with you”), emotional adjectives (“the most effective, successful, best”) and imperative verbs (“Call! Buy! Think! Do not miss your chance");

12) remember: raising the tone of voice at the end of a phrase expresses a question, uncertainty. Lowering the tone at the end of a phrase indicates a confident statement. Try these two ways to pronounce the phrase: "Beautiful weather, isn't it." First with a period at the end of the sentence, and then with a question mark;

13) pause. They highlight the main thoughts, make it possible to think about and remember the answer, give special significance to words;

14) do articulation exercises. In the morning before the start of the working day for 5 minutes, you need to do a few simple exercises:

a) stroke yourself on the neck, shoulders, slowly turn your head first in one direction, then in the other direction, back and forth;

b) alternately pull the lips first on the upper and then on the lower teeth, then demonstrate the “grin” - expose the teeth;

c) stretch out the lips with a “proboscis”, then roll the tongue with a “tube” or “sting”, energetically and sharply touch the inside of the cheeks, tuck the tongue, as if folding it in half, “click” on the upper palate;

d) pinch your ears, massage your earlobes, raise your arms above your head and shake your hands.

All exercises must be done 6-8 times. By the way, they also have a cosmetic effect, prevent the formation of wrinkles, improve blood circulation, and, consequently, your appearance. It is advisable to repeat this articulation exercise during the day;

a) do not smoke;

b) do not eat spicy and salty;

c) do not talk in the cold;

d) be silent at home if the ligaments are tired;

e) do not drink fizzy drinks.

It is very important to end the conversation correctly. A person's memory best preserves the beginning and end of any conversation. Say something pleasant at the end of the conversation: “Thank you for the call”, “It was nice to talk to you”, “Call us, we are always glad to see you”. Try to leave the best impression of yourself. After finishing the conversation, do not hang up: according to etiquette, the one who called first hangs up.

You need to be able to cut off a conversation with an unwanted interlocutor without offending him or spoiling his opinion of you and your company. You need to interrupt politely, apologize for being unable to help the caller. If you are provoked into a conflict, you can act like this: if you are ready for a conversation, then take the initiative and offer options for resolving the conflict, announce your decision, do not allow you to be manipulated.

It is unacceptable to hang up, letting the subscriber know that you are busy, so that the subscriber does not call again. Such a "reception" testifies to the low culture of the secretary. The correct answer would be: “Sorry, there is a meeting. Please call in 20 minutes."

If you are not ready for a conversation, then persistently avoid the conversation, agree on a more convenient time for you, refer to the fact that you cannot speak now. Do not try to collect your thoughts and tune in to win. Perhaps the caller is better prepared than you and has the initiative. An educated person understands that everyone has the right to prepare an exhaustive answer.

What to say and what not to say. " The word is not a sparrow, if they catch you, you will fly out, ”they joke on television. But the secretary should not make mistakes in the choice of words. We suggest following the following general rules:

Use effective words. The following advertising words hit the target exactly: You, money, save, profitable, free, new, easy, safe, love, discovery, proven, guarantees, right now, yes.

It is the telephone that allows you to master the art of business communication, because it has a number of advantages:

1) phone is the best intermediary for getting to know each other and starting a business relationship;

2) moral costs in case of refusal by phone are less than in person; but the likelihood that the conversation will be interrupted is greater;

3) by phone you get an immediate answer, without wasting time on a meeting;

4) shy people find it easier to talk on the phone than in person; This is where you need to start honing your communication skills.

If you observe the etiquette of telephone conversations, then your interlocutors and business partners will also observe it.

Features of long-distance telephone conversations

Often, it is by phone that the first contact between future foreign partners takes place. But, as strange as it sounds, this is where numerous mistakes are made. Let's consider two situations. In both situations, a telephone conversation takes place without the participation of an interpreter in the absence of a foreign partner's knowledge of the Russian language.

Situation No. 1. You (the secretary) call the firm in order to set a date and time for negotiations.

Secretary: Hello. Is this Black&White? (An affirmative answer.) Tsvetikova, secretary of the Rian-M company, is talking to you. May I speak to Mr. Black?”

Firm: " Mr. Black is missing now. He will be in two hours. Your colleague, Mr. White, is talking to you. Can you call back in two hours or do you want me to give him something?”

Secretary: “We would like to arrange a meeting of your delegation at the exhibition in Moscow at our stand on the issue of purchasing your equipment. Please call Mr. Black today at number no. and confirm the possibility of meeting or suggest another time that is more convenient for you. Thank you. Goodbye. Waiting for your call."

This is an example of the correct construction of a telephone conversation.

Situation No. 2. And now an example of the incorrect construction of a telephone conversation.

Secretary: “You have a call from Rian-M. May I ask Mr. Black?”

Firm: "He's out now. Who is asking him?"

Secretary: “Where is Mr. Black? When will he come?"

Firm: “He is on a business trip, will be in two days. Can I help you with something? Maybe something to pass to Mr. Black?

Secretary: "I'll call you back in two days."

The most common mistakes in telephone conversations are:

1) reassessment of one's own knowledge of a foreign language. The conversation begins with a few memorized phrases, and then the knowledge of the language is not enough, an attempt is made to switch to Russian - and the pace of the conversation is lost! Please note that talking on the phone foreign language several times more difficult than in native Russian, since you do not see the interlocutor and cannot respond to his facial expressions and gestures;

2) often in response to incoming call our first phrase sounds like this: “I'm listening!”, Or “Yes?”, Or “Hello!”, Or even “Speak!”. Better: Hello! This is Ryan-M. And only then can you find out who is on the other end of the wire;

3) when we call a company, our first phrase sometimes sounds like this: “Who is this on the phone?” It is not polite;

4) Instead of “can I ask Mr. Black on the phone?” the phrase sounds: "Mr. Black at work?" But even worse sounds (in the absence of Mr. Black): "Where is he?";

5) they ask your boss on the phone. The wrong answer is "no". Correct: "Unfortunately, he is absent now." (There is no need to explain what happened to him - he fell ill, on a business trip, went home, at a meeting, etc.) “Can I give him something? Can I be of some help to you? If it's convenient for you, could you call back at such and such a time? (in the event that you know for sure that at this time the boss will be in place).

GENERAL RULES FOR TALKING ON THE PHONE: brevity, clarity of thought, accuracy in the choice of words, pre-thought out text of the message, utmost politeness. During a long-distance telephone conversation, you need to name the city from which you are calling, then yourself, the position of your leader and the name of the institution.

After mutual introductions, the reason for the need for a conversation should be stated. You can start it with the words: “I am entrusted with ...”, and then state the essence of the issue.

If the conversation should be conducted by the head, the phone switches to his device.

If you misunderstood something, it is better to ask again, clarify, but do not leave any ambiguities!

One more small note: you should not use it for telephone conversations without special need (especially if there is a rather long conversation ahead) mobile communications. The exceptions are those cases when you need to really urgently contact the subscriber or when your partner himself recommends that you call by mobile phone anyway.

And the last. In the event of a disconnection, the interlocutor who called first calls back.

Summing up: the telephone, being one of the most effective means of saving time, is one of the most common "time wasters" - this is the paradox of the telephone

Whether a phone has one property or another for you depends on how rationally you use it and how successfully you manage to avoid misusing it. In any case, be extremely polite with everyone.