Telephone Procedure

Purpose

This procedure outlines the level of service that staff should offer our customers (internal and external) when answering the phone.

Responsibility

All staff

Process

1. All phone calls to the Careline Control Centre office must be answered ideally within 60 seconds (1min) or a maximum of 180 seconds (3mins).
2. Speak clearly, giving your name and the name of the organisation e.g. ‘Good morning/afternoon/evening Careline XXXX speaking how can I help you?’
3. Be professional, use professional language and focus on the conversation. 
4. Listen carefully to what is being said ask the caller’s name find out the reason they are calling and respond appropriately.
5. Be prepared – keep a pen and notepad/Careline call log sheet near the phone to take down the information.

1. When taking a message check the information that you are taking a note of.
2. Re-confirm any spellings that you are unsure of back to the caller.
3. Record the details of the telephone conversation on Jontek database.