Telephone Screening

[reddrogue]

I am an office manager.  I have been working in this field for several years, but this is the first time I have had a boss who wanted me to ask people why they are calling (beyond just asking who they are).

I am looking for a way to screen telephone calls that come in, particularly a nice, professional way to ask people what they are calling for.  My boss does not want me to tranfer calls to him that he feels I should be able to handle.  I like this idea, but I don't want to sound rude when asking people about the nature of their calls.  Does anyone have any suggestions or a possible script that could help me with this?  Thanks!

[officeguru]

Even after years of having to screen calls at various work places, sometimes I still feel like I could be considered rude when asking someone the nature of their call.  I get the impression the person calling (more than likely) feels they shouldn't be screened and will give curt answers, which doesn't always help the situation.

In terms of what to say... Here's a few variations I use:

After establishing who's calling.... 'May I ask the reason for the call today, (insert name), unfortunately (Insert boss' name) is unavailable/on a call/meeting and I'm hoping I can help you this morning/afternoon.

Other times, I simply ask 'and the reason for the call'.  Once they answer, if its something I feel I can handle, then I let them know that I can help them since the boss is unavailable to take the call.

Sometimes you will have them insist on speaking to the boss.  I've had calls where I've informed them that I *am* the person that can help them and not so-and-so.  Also, I've had boss' that have taken the call only to tell them that I need to be the one to help them, and transfer the call back to me.  Then suddenly they're willing to let me help, I guess nothing like having to hear it from the horse's mouth - so to speak.  hehehehe

Hope this helps some  

[reddrogue]

Thank you.    Your suggestions are very helpful.  rr

[ControlledChaos]

I have to screen calls as part of my job and, like officeguru, sometimes get the impression that the caller is annoyed at being asked why they are calling.  When they ask to speak to my boss I normally say 'can I ask what it is regarding' and most of the time I get a response from them which means I can field the call to another member of staff.  Sometimes (and yes, I know this is naughty but it does work) when they get a little short on the phone I tell them I am transferring them but put them on hold and then answer the phone again by slightly changing the tone of my voice and explain that XYZ deals with that information and then transfer them to the relevant person.  Sneaky but effective

[countrigal]

A simple way of finding out why they're calling is to attach it to the question of who they are.  For example, they call and ask to speak to Bob... you respond "May I tell him who's calling and what it is in regards to?"  If they have already given their name, then I simply ask them "and may I tell him what this call is in regards to?"  If we have someone calling who is irrate or sounds like they have a bee up their bonnett, I tend to be more sugary and ask them if there is something I could help them with, as the person they're asking for is busy (on the other line, in a meeting, etc) and I wouldn't want them to have to wait if I could help them.  Making them feel important often helps diffuse the situation and also gives me a way of actually letting me direct the call to the most appropriate location with their approval.

Remember, as with anything else, the more you do this the less you'll feel like you're being nosy or that the caller is annoyed with your asking.  If the caller gets really problematic about telling you what the call is for, you can always tell them that X (insert bossie's name) has requested that all calls include this information or he/she will not take the call, and explain that if you don't get that information you will not be able to connect them.  Tends to make them play ball a bit more, whether or not they like it.  And if they don't, then you have a reasonable excuse to hang up on them.

CountriGal
Peer Moderator

[geminigirl]

I have to screen most of my two bosses' calls.  Any call that comes in via switchboard asking for them gets put through to me and I have to decide whether to pass it on.  When I started here I had two lists of potential callers - one very short - that they would take calls from and the other long, that they wouldn't!  

I simply ask them "May I ask who's calling" and then "May I know what the call is regarding".  Quite often, all I will get is, "it's a business call" or "personal" etc.  To which I say that if I don't know what it's about, I can't put it through as the boss won't accept it.  Sometimes, at that point, they will simply say they will call again and hang up (or just hang up on me with nothing said).  If they wait for a response from me it will be, "well, you'll just get me again and I will have to ask the same questions".

Others will launch into a long explanation of who they are and what they want and, bottom line is, they are trying to sell advertising in a roundabout way (except they don't call it advertising).  They then cannot accept that the company is not interested in this amazing opportunity and can I really make that decision?  Well, yes, I can as I have been instructed to.  I can recognise these calls and rather than listening to a load of guff I will ask straight out if they are after a financial contribution and if they say yes, I tell 'em no.  They get quite upset at that point  ;-)

I have to say that my bosses are quite happy to be rude on those calls - but of course I'm not as it's unprofessional.

Also, if they don't recognise the numbers coming through on their direct lines they'll ask me to take it.  Can get a bit tedious at times!!

[secretaryman]

As part of my daily functions, I screen all calls coming into the department. I use a standard response: "Good [morning/afternoon], A.U. athletic department. To whom may I direct your call to?" If they hesitate, I tell them: "To streamline Customer Service, it's important that I forward you to the appropriate person." When the caller hears this, they usually understand and don't give you a hard time. Also, use a nice voice and address them by the name they gave you.  Hope this helps!

)

[smallfry]

Hello, just to let you know.. i have always just said simply...

" and its regarding......?"
or "and can i ask what its regarding?" or something like that, then just repeat what they say and their name back to them like your jotting it down, hey presto!