Top 10 Professional Telephone Skills – New Zealand

As many as 80% of today’s generation sleep with their phones at night, but when it comes to talking over the phone professionally, most cannot do it, a research reveals.[i] Providing service over the phone requires special skills. A professional telephone operator needs to master their voice, telephone etiquette and problem solving skills to overcome the everyday challenges and create a perfect impression on clients. Here are the top 10 skills used by the finest telephone operators.


1 Telephone Etiquette  Gain mastery over telephone conversations by training your voice, controlling conversations and handling angry clients 
2 Communication  Use the right tone, pitch and speed. Communicate with clarity and positivity 
3 Active Listening   Listen actively to understand customer’s needs correctly and quickly 
4 Conflict Resolution   Resolve conflicts by identifying needs, suggesting solutions and remaining patient and positive 
5 Body Language  Use positive body language to feel confident and happy 
6 Emotional Intelligence  Gain insight into emotions to keep yourself on top of difficult situations and people 
7 Staying Productive  Keep up your productivity by creating schedules, routines, using SMART goals and organising 
8 Inter-Cultural Communications  Overcome cultural differences by showing respect, asking questions and providing extra support
9 Basic Computer Knowledge Have basic knowledge of computers, including applications that you might use at work 
10 Work-Life Balance  Separate work from life, create separate goals for each, and spend time with yourself 





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