Telephone use
The following principles will help to ensure that all telephone communication is effective and professional:
(a) All employees are expected to answer incoming telephone calls.
(b) We aim to ensure that all calls are answered within 3 rings.
(c) Answer the telephone by saying ‘Good Morning / Afternoon, Flashbay, (your name) speaking, how may I help?’
(d) Always record the caller’s name and their company name so that when you transfer the call you can pass this information on.
(e) If the person you are transferring to is busy, always be prepared to take a message and then email this to them so that they can follow up appropriately.
(f) Where appropriate ensure that you promptly follow up telephone calls with an email that provides a written record of the key points of the conversation. This is crucial if there should be some future dispute about what was said during the call.
(g) Please do not conduct calls on speaker phone as this may disturb others.
(h) Use of Flashbay's telephone facilities to make and receive urgent personal calls is acceptable. Other calls should be made from your personal mobile phone, outside the office, outside working hours.
SNOM 820/821 phones
The phones use the latest Voice over Internet Protocol (VOIP) technology. Your call is transmitted over the internet, which keeps call costs down.
How to transfer a call to another person in the company
1) Inform the caller that you will be transferring their call by saying 'Please hold the line, I will try to transfer you to (the name of your colleague)'
2) Press Hold (the customer will hear music)
3) Dial the colleague's extension you want to transfer to, then press tick button
4) Speak to your colleague. Once they are ready press the 'transfer button' then the tick button to complete the transfer
Extension numbers?
Click here for a printable list -> https://www.flashbay.com/18
However we encourage you to use the phone's own directory.
a) Pressing the top right button on the phone gives you a directory of all phone users in the company (as there are many users, this can be a bit inefficient)
b) Pressing the 2nd top right button on the phone gives you a directory of all phone users related to your job function (e.g. those people in your sales team). This is very useful.
Note you can use the directory buttons when transferring a call if you don't know the users extension.
Troubleshooting:
a) Speak very closely/precisely into the handset microphone for the customer to hear you clearly. The handset microphone on the SNOM phone is designed to reduce background noise - if you hold the phone away from the mouth, customers cannot hear you easily.
b) If your dialpad starts outputting letters instead of numbers, you accidently enabled this feature. Pick up the handset, and press the 'ABC' or '123' button on the phone's screen until you set the dialpad back to using numbers.
c) If your phone does not work, email a precise description of the problem to the IT contact in your office.
d) If the caller complains of an 'echo' effect (e.g. they say they can hear their own voice), the source is your phone. You need to reduce your handset volume using the volume button on the phone. 50% volume is a suitable setting.
