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    Telephonic Skills

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    thaladahari2004
    Phone skills include effective communication, interpersonal skills, and phone etiquette. Developing phone skills involves practicing scripts, recording calls to evaluate tone and clarity, and learning any necessary software. Phone skills are important to highlight on resumes, in cover letters, and during interviews by providing examples of how the skills helped meet objectives or complete tasks.

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    Telephonic Skills

    Uploaded by

    thaladahari2004
    10 views5 pages
    Phone skills include effective communication, interpersonal skills, and phone etiquette. Developing phone skills involves practicing scripts, recording calls to evaluate tone and clarity, and learning any necessary software. Phone skills are important to highlight on resumes, in cover letters, and during interviews by providing examples of how the skills helped meet objectives or complete tasks.

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    Phone skills include effective communication, interpersonal skills, and phone etiquette. Developing phone skills involves practicing scripts, recording calls to evaluate tone and clarity, and learning any necessary software. Phone skills are important to highlight on resumes, in cover letters, and during interviews by providing examples of how the skills helped meet objectives or complete tasks.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    10 views5 pages

    Telephonic Skills

    Uploaded by

    thaladahari2004
    Phone skills include effective communication, interpersonal skills, and phone etiquette. Developing phone skills involves practicing scripts, recording calls to evaluate tone and clarity, and learning any necessary software. Phone skills are important to highlight on resumes, in cover letters, and during interviews by providing examples of how the skills helped meet objectives or complete tasks.

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    © All Rights Reserved
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    Telephonic skills

    What are phone skills?


    Phone skills include effective communication, interpersonal skills and the ability to incorporate
    appropriate phone etiquette. Successful phone conversations (such as converting leads to
    paying customers) can depend on how well you apply your conversational techniques, how
    clearly you speak and how you approach engaging people you speak with. Because phone
    conversations can be a part of nearly any business operation, it can be important to develop
    these skills to showcase your expertise on your resume, during interviews and in the workplace.

    Examples of phone skills


    The following skill sets can typically be aspects of effective phone skills:
    ● Communication skills
    ● Interpersonal skills
    ● Organizational skills
    ● Technical skills
    ● Attention to detail
    ● Customer service skills

    Communication skills

    One of the most important aspects of demonstrating effective phone skills is the ability to
    communicate effectively and efficiently. Whether you work in customer service or a leadership
    role, effectively communicating by phone can encompass active listening, eliciting conversation
    with callers to help solve problems and finding ways to understand the needs of others.

    Interpersonal skills

    Along with the ability to communicate effectively, phone skills can also depend on your
    interpersonal skills. Being able to read a caller's tone of voice, interpret their emotions and adapt
    your tone and conversational style to the discussion can be a crucial part of effective phone
    skills.

    Organizational skills
    Making and receiving calls in the workplace may also depend on organizational skills. Taking
    notes, relaying messages and gathering and sorting customer information can be a big part of
    what it means to be successful in demonstrating your ability to handle large call volumes.

    Technical skills

    Oftentimes, organizations like call centers and customer service centers may integrate computer
    software that automates calling features such as sorting current phone numbers, organizing
    cold leads from warm leads and recording calls. Phone skills can include these types of
    technical skills, as well as your ability to learn how to navigate call automation software.

    Attention to detail

    Speaking with customers on the phone can also mean applying attention to detail. The ability to
    manage multiple phone calls and keep inbound and outbound phone logs organized is essential
    for any job that requires phone skills. Managing call lists, removing derelict phone numbers and
    documenting call information can depend on your attention to detail.

    Customer service skills

    No matter who you speak with during a phone call, you can expect to rely on your customer
    service skills. Using a friendly tone, asking the caller questions that help to identify problems or
    specific needs and maintaining professional conduct are aspects of quality customer service
    that can impact how effectively you connect with people over the phone.

    How to improve phone skills


    Developing effective phone skills can mean improving different aspects of your communication
    skills, conversation techniques and your tone and clarity when speaking. The following steps
    outline some approaches you can take to help you improve these skills:
    1. Practice with a script.
    2. Record your voice.
    3. Focus on your tone.
    4. Work on clarity.
    5. Learn how to use calling software.

    1. Practice with a script


    One step toward improving your skills is to practice with a script to develop the way you make
    and receive calls and initiate conversations. For instance, you might create a script to help you
    master your greetings and to prepare important discussion points. You can practice with your
    script until you become extremely familiar with it, and then you can add or replace different
    phrases or pieces of your script as you further develop your conversational techniques.

    2. Make practice calls

    Next, you can use your script to make practice calls. You might have a friend or family member
    help by calling you so you can practice how you answer calls and greet people on the phone.
    You can also practice making and receiving calls by having a friend act as a customer in a
    variety of scenarios. For instance, they can play the role of an upset customer so you can
    practice how you might handle a similar situation at work.

    3. Record your voice

    As you practice how you answer calls and greet people on the phone, you might consider
    recording yourself to evaluate how you sound during a phone conversation. As you play your
    recordings back, listen to your tone, clarity and how you enunciate your words. If the sound of
    your voice is unclear or if your voice takes on a monotonous quality, you can take steps to
    improve these areas.

    4. Develop your tone and clarity

    Using your practice recordings, you can take approaches to better develop your tone and the
    clarity of your speech. Speaking slowly, enunciating your words and smiling can all affect the
    tone of your voice. For instance, smiling during phone conversations affects your speech by
    making your tone sound friendly and engaging, while frowning can reflect in your tone and can
    make your voice sound unenthusiastic or unapproachable.

    5. Learn how to use calling software

    If you work in a call center you might consider becoming more familiar with the type of calling
    automation software that is used for making and receiving calls. For instance, you might
    determine which elements of the software you can improve your efficiency in, like navigating
    between large call lists or entering customer information into a database. Proficiency in the
    technical aspects of inbound and outbound calling can help you improve your success when
    you speak with customers on the phone.

    Phone skills in the workplace


    You can also use the following tips to help you apply your skills in the workplace:
    ● Have a coworker observe your calls to help you identify areas for improvement,
    determine your greatest strengths during phone calls and to evaluate how you sound.
    ● You might consider performing weekly or daily self-evaluations using call recordings to
    help you identify your most effective techniques as well as the techniques and phone
    skills you can further develop.
    ● Request feedback from both your supervisors and customers you speak with on the
    phone to evaluate how successful you are at engaging callers, initiating conversation
    and listening actively to the person on the other end.

    How to highlight phone skills


    It is important to showcase your phone skills when applying to jobs on your resume, in a cover
    letter and during job interviews. The following information illustrates how you might highlight
    these skills.

    On a resume

    Use the job description to format your resume and be sure to only include your phone skills that
    are relevant to the job. For instance, if you are applying for a customer service role, you might
    highlight how your phone skills led to an increase in the conversion rate between leads to sales.
    Likewise, you might highlight your abilities to quickly and efficiently direct calls to the appropriate
    department. Showing how your skills helped you accomplish an objective or complete tasks can
    make your resume stand out to employers.

    In a cover letter

    Much like your resume, highlighting your skills in a cover letter can mean showing employers
    how your skills and expertise can be a benefit to the company you apply to. Match your phone
    skills with what the company may need and explain in your letter how you can be the best fit for
    fulfilling those needs.

    In an interview
    During an interview, you might highlight your phone skills by providing specific examples of
    accomplishments or meeting specific objectives. For instance, if your friendly tone and effective
    listening skills helped you achieve more sales, highlight this in your answers to the interviewer's
    questions.

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