Telephone Protocol
Training and Development | Human Resources

• Answer calls promptly.
• Identify yourself and your department.
• Transfer calls promptly. Let the caller know you are transferring the call and give him/her the extension number in case the line is disconnected.
• Offer the caller the option of taking a message or connecting the call to the correct party's voice mail. Be prepared to take a message.
• Take clear and concise messages; include the name of the caller, the date and time, and any message. Repeat back to the caller for accuracy.
• Ask first before putting a caller on hold. Do not leave the line open; background noises can be disruptive.
• Periodically check back with a caller who is on hold to reassure them that they have not been forgotten.
• And most important, put a smile in your voice.

Memorandum

To: All Administrative, Clerical Union Staff and Faculty
From: Susan Rohde
Date: November 23, 1998
Re: Phone Protocol

The Quality Service Task Force Committee has determined a phone protocol for all departments. As you have probably experienced the phones here are answered in a variety of fashions….some nice than others. In order to standardize this process, please begin using the standard greeting decided on by the Quality Service Task Force Committee. This should begin right away!

Two required elements of all phone calls are:

• State the department or college being called, and
• Introduce yourself to the caller.

For example, I would answer the phone:
(Ring! Ring! Ring!)
"Staff Training & Development. This is Susan."

As a department, determine if you want to use your first name, first and last name or simply the last name with appropriate title (Mr., Ms.). Using your name when answering the phone sets a professional tone and gives the caller a feeling of confidence that a "live" person is there, ready and willing to help.

If you are most comfortable using a greeting such as Hello or Good Morning, you may certainly continue to use that. Please try to be aware that we should not take too much time with our greeting however. For example, the following greeting would probably be too long.
(Ring! Ring! Ring!)
"Good morning. This is the Department of Staff Training & Development. My name is Susan."

The individual department or college should decide if it makes sense to first state Roosevelt University. If most of your calls are from outside of the University, you will probably want to include the institution in your standard greeting. For example:
(Ring! Ring! Ring!)
"Roosevelt University. Department of Training & Development. This is Susan."

Until we get accustomed to this new protocol, please gently remind the person if you call and they are not including the two required elements: department of college and their name.

Remember to speak clearly and put a smile! in your voice!

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