Telephone operators do more than just answering calls and transfering them. As they have conatct with customers, guests, and clients, they are the people who leave important first impressions. If you have rude and inefficient phone operators, your company might lose important transactions as well.
Train phone operators to be more efficient in call routing. In cases where calls are received at a frantical pace, operators must be able to maintain a clear head so they won’t route people to the wrong department or person.
Train phone operators to be able to handle irate callers. Complaints should be dealth with calmly and level-headedly. Frustrations will only led to more trouble. Make sure your operators are able to handle each situation without losing their call.
Train phone operators when to screen calls. Some calls are from sales people. Check if there are specific instructions from specific people.