Telephone Handling

Telephone Etiquette

• Elements of a good voice greeting

Call Flow Procedure

• Call Opening

• Probe

• Match

• Confirm

• Close

• Follow up

Content

Telephone EtiquetteElements of good voice greeting

Be Courteous

Setting the tone

Exhibiting a desire to serve

Accepting responsibility

Courteous Not Courteous

May I ask you to ? You’ll have to.

I’m sorry, I’m unable to…

I can’t..

May I ask you to explain the...?Could you please explain the…?

What is your…?

I’m sorry if I’m not being clear.

You don’t understand..

Be Clear

Keep it Simple and Short (KISS)

The clarity of your voice/language will help the process

Avoid using phrases like “I think..”, “it should..”, “I hope..”

Be Concise and Consistent

Be concise and avoid long, complex conversations.

Speak to the point. Talk about the subject relevant to the call.

Be Consistent and avoid Confusion.

Use Transition Statements

Use transition statements to avoid “dead air” when talking to consultant.

Instead of saying “One moment please.” you could say, “Mrs. Jones, it will take me a minute or two to find the information..

Be Sensible

Don’t make a consultant feel ignorant or troublesome.

Use language that everyone understands.

Don’t answer a question with a question.

Speak clearly and conversationally, do not sound scriptive.

Always use positive language.

Transfer Procedure

Ask the consultant whom he/she wishes to speak with.

Give the consultant, name or extension of the recruiter he/she is looking for.

Ask permission, (may I transfer the call?)

Transfer the call.

Hold Procedure

Explain Why.. Ask permission..

(whether to place on hold)

Put Consultant on Hold

Thank the Consultant for being on Hold

Call Flow Procedure

Call Opening

The first 20 seconds

The verbal handshake

greeting

personalize the call

Building rapport

set the tone

welcome

Hello Mrs.

Smith!How are

you today?

How was

your

weekend?I have called to discuss a nice

opportunity for u!!

Qualities of a good voice

Tone warm, enthusiastic, positive, friendly, confident, sincere

Clarity speak slow and clear

Volume speak up, emphasize points with appropriate inflection

ProbeTo understand the Consultant ask the right

questions. This will help you determine his fitment.

Open Ended Q’s

Closed Ended Q’s

Solicits more than a “yes” or “no”

Solicits a “yes” or “no” or other one-word responses.

Aims to get some one talking.

Aims to limit talking or to control direction of conversation.

Helps in breaking ice..Useful for specific information..

Allows to discuss more with the consultant..

Helps you to check your understanding of the consultant..

Tips for Active Listening

Give verbal indications to show you are listeningNever interrupt the consultantBe patientAsk questionsCarry a positive temperament

Match

=+

For the call to be successful we should be able to match the Consultant’s need and our requirements, which can only happen if we Probe effectively.

Understand consultant’s need Confidence: We should

familiarize ourselves with the technology (s) required for the job before we discuss the offer.

Assertiveness: Control the call. You as a Recruiter, must be able to lead the call to the direction you want it to go.

Sincerity: If the Consultant does not feel you are being sincere with what you are offering, he/she will surely not want to pursue the offer.

Confirm

When a Consultant shows interest or asks question (s) about the opportunity, understand that the response is POSITIVE!

Any time a question is asked, it means that the consultant is showing interest in what you are offering, he/she just needs more information.

Most important part of a call!!!1) INS Status – Whether the consultant is a US Citizen or a Green

Card Holder? (Work authorization)2) Availability – When can the consultant start working on new

assignments.3) Expected compensation and the nature of contract preferred

by the consultant.4) Telephone number and a convenient time for a phone

interview with the Recruiting Manager.5) The consultants current location and the time it would take for

him/her to commute. Alternatively, the willingness to relocate.6) If the consultant is currently working, the nature of the

contract and the reason for opting out?7) Comfort levels of the consultant (on a scale of 1[least] to

10[high]) with each of the specifications mentioned in the requirements.

8) Is the consultant in touch with your respective client for the last 3 months.

Close

Acknowledging Appreciating Affirming Assuring

Follow Up

Always maintain a track of your consultants.

Leave the consultant on a positive note.

Maintain your own database.

Follow up with the consultants for your future requirements.

This makes your job easy in the long run.

What makes a successful IT- Recruiter Always show a willingness and interest in

servicing Clients and Consultants. Make a good first impression on the phone. Should be a subject matter expert. Must be able to find the perfect profiles as per

the requirements. Possess ability to gather accurate information

from the consultants. Know how to ask the proper questions in an

order. Should have a clear conversation. Always maintain good relation with the client, by serving them better.