Telephone Means and Equipment: Features and Services

Telephone Means and Equipment

Fixed individual devices (copper networks have been replaced by optical fiber networks)

Private branch exchanges (PBX): it connects calls between two destinations or ends

Function: call transfers among extensions, caller ID…

Types: IP PBXs call centers, they manage just phone calls contact centres, they not only manage phone calls but emails, SMS, online messages, faxes, etc.

Mobile devices: PDA, Smartphone

Services: Internet, e-mail, videoconference, digital camera, audio an Video quality player, an agenda, GPS, own, Operating system

Additional services offered by the telephone equipment

Common features

A.Fixed telephony: -Notice of charge(aviso de cargo) you receive info on the cost of a call Call forwarding(desvio de llamada) it diverts calls to any number chosen Call hold (retencion de llamadas) it keeps calls on hold to attend other incoming calls and retrieves it again Call waiting(llamada en espera) it notifies an incoming call to the subscriber while talking Call offer(ofrecimiento de llamada) it displays the incoming call on the screen and allows the recipient to accept or reject it. Identification of the calling line , it identifies the incoming call numbers Three-way calling (llamada a 3) 3 pax talking simultaneously Call transfer (transferencia de llamada) connects two incoming calls Notice of initiation of multiconference(aviso de inicio de multiconferencia) it allows the communication with more than one recipient at a time Recall(rellamada) it makes a call to the last dialed number.

B.PBXs :-Identification of incoming calls

- Call restrictions : it limits the nº of calls to the outside

-Music on hold: user hears a musical tune until attended

-Billing information , informed about the cost of a service

- call transfer (internal and external)

-call forwarding-Voice mail -Email

-Remote call capture and remote extensions out of the office

-Management of blacklists (numbers with forbidden access)

-Actions to be taken according to dates and times

-Conference rooms

-List of incoming and outgoing calls with consumption graphics

-Automatic detection of incoming faxes

-Call centres have queuing of incoming calls and recording of calls

-Videoconference

C.Mobile telephony: voice mails, call forwarding and call waiting, missed calls, address book, conference calling, Bluetooth system, GPRS, SMS, MMS, video calling, download, Email, GPS

Business-related services

It`s the set of relationships with customers, suppliers and employees. In the corporate business world we have 2 concepts:

üM-Business (business processes using mobile devices)

üM-Commerce (mobile commerce, any transaction carried out through a telecommunications network)

RULES FOR A GOOD TELEPHONE COMMUNICATION

A phone call is often the first contact that our interlocutor has with the company, therefore we must always transmit a good image.

Stages of a phone call

1 . Introduction2 . Development3 . Closure4 . Farewell

RULES FOR ANSWERING A CALL

Non-verbal aspects : - answer the call as soon as possible

- Speak in a relaxed and soft tone

- Use a moderate voice volume

- Pay attention to the call

Verbal aspects: - Answer politely and with respect

- Pay attention to your diction and pronunciation

- Cover handset to avoid creating a bad impression

- Follow rules of courtesy: use of “usted”

- Foreigners: speak slowly , vocalize and don’t shout

RULES FOR MAKING A CALL

Non-verbal aspects: when greeting transmit strength and confidence

Vary the tone to avoid lack of enthusiasm

Verbal aspects: greet and identify yourself, state reason for call

- Use the customer´s name all the time and Sr/Sra

- If person not available get a best time to call back

- Ask the person if it´s a good time to talk

- If leave a message: clear and concise (reason, name & nº)

- If returning a call, you must state when you were called

- If we have agreed to call back, respect the agreement

SKILLS TO ACT AS A FILTER

If your job is answering the phone , you must develop filtering skills (knowing when we should pass a call to our superiors.)

Tecniques: -- Act naturally-Find out relationship (ask sb the reason for the call)-Find out who the caller really wants to talk to.

Skills for dealing with complaints over the phone

Greet and identify yourself//Stay calm//Let the caller explain//Use your active listening skills//Take notes//Don´t underestimate the problem//Agree only if the caller is righ//Keep to your promises//If you promised to call back , do it within 24 hours.

Job search with the phone

Once we have the name of the companies we want to call as they might be offering a job position, collect information about them, obtain the name of a person we want to contact , the head of HR or the head of the department or even the manager of the company. Prepare what we want to say first before calling. When we make the call we have to try and obtain an interview or to find out the name of the person we should be sending our CV or cover letter.

Calling process: make a list of all the calls and the results

Contacting the right person – giving a good impression

-Show a positive and optimistic attitude

-Use a strong and assertive tone