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 |
Sources
[i] https://jive.com/resources/blog/phone-etiquette-workplace/