Every business uses voice communication to operate. Whether your employees talk to customers, suppliers, or fellow teammates, they need the proper training to ensure they communicate effectively and professionally. Review this guide to learn how to improve your team's etiquette while using a business phone service. 

How to Refine Employee Phone Skills

1. Establish the Proper Procedures

Having a clear set of guidelines for answering calls will make communication much easier for your employees. For example, if there's a standard introduction or greeting based on the type of caller, provide a script to ensure consistency. 

You can also consider setting a time limit for how long it should take for an employee to pick up the phone. The longer it takes for them to answer a call, the more likely the caller will be dissatisfied. Ideally, every call should be picked up as soon as possible, but encourage your team to answer before the fourth ring if they need to finish writing down a reminder or taking care of another responsibility. 

2. Minimize Call Hold Lengths

Employees should also cut down on the time someone is left on hold. Callers generally understand that small businesses may not have the workforce to field and transfer every call, but the wait shouldn't extend past two minutes. 

Ideally, it should be much shorter — less than a minute if possible. If your employees need help redirecting calls, you can get a business phone service with an auto-attendant that will guide customers through a few instructions so that they'll be transferred to the correct department quickly. 

3. Provide Training for Technology

Many delays happen because of technological issues. If your business phone service depends on a Voice over Internet Protocol (VoIP) software, navigating the interface can be tricky, even for the employees with the most experience. 

Thankfully, this can be avoided by providing a comprehensive manual or training session; if possible, both would be preferable. Also, don't forget about troubleshooting needs; employees should have the contact information of the correct IT person handling the VoIP software. 

Once your employees' phone skills have been refined, P2 Business Solutions will set you up with a business phone service that suits your company's needs. Located in Stamford, CT, this business has a large network of agents across the country to ensure you always have the help you need to succeed. Learn more about their telecom services on their website, or call (203) 564-9016 to speak with a friendly team member.