Answering Calls


Guide on how to answer calls


Answer the phone with: “VCN Helpdesk, George speaking, how can I help you?

Pick up the phone when you can. If you can’t resolve the call right away, take down as much details as necessary to identify the problem. Inform the customer that you will look for the answer and will try to call them back as soon as possible. Most questions from callers can be answered using this knowledge base site, Volunteer Manual or the help pages of the VCN website.

  1. Be aware and willing.
  2. If you are on the phone, acknowledge the person waiting and tell the person you will call them back shortly.
  3. Do not answer the phone when you are in the middle of helping someone in the office.
  4. Be aware of sudden or developing systems problems: if several people call in with a similar problem within a short period of time, it may be a sign that we have a problem with the server. Gather exact details about the problem (such as time it occured) and make a staff person aware of the details.

For a guide on what information to list down, click here

The phone also has a FreePBX voice mail system, which will take a message if not answered.