[Business phone] Explain how to hold and transfer calls! What is an easier way to follow up?


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When I receive calls at work, I frequently use the hold and transfer functions unlike my home phone.

However, some people may not be able to use the hold/forward function well.

Therefore, in this article, we will specifically explain how to use the hold function and transfer function on business calls.

In the second half of the article, we will also introduce business etiquette that you should be aware of when holding or transferring calls, so please refer to it.

How to put a business call on hold

First, let’s check how to put a business call on hold. After introducing the basic procedure, we will also explain “Park hold” which is often seen on business phones.

Basic steps to use the Hold feature

Use the hold function when the employee to whom the call is to be transferred is nearby, or when checking customer information.

By using the hold function, the call is temporarily pooled so that your voice and sound are not transmitted to the other party.

When using the hold function, all you have to do is answer the call, listen to the other party’s business, and press the hold button on the phone.

Rest assured that the call will not be disconnected even if you hang up the handset while the call is on hold.

To cancel the hold, press the hold button again.

What is Park Hold?

Some business phones have a button called “park hold”.

Park hold is a feature that allows you to hold multiple calls at the same time.

You can share held calls with all business phones installed in your company.

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When to use park hold is when you need to transfer a call to another employee but don’t know who to call.

Unlike normal hold, all business phones share the call on hold, so even if you don’t know the person in charge, you can check it while it is on hold and transfer it.

How to transfer business calls

Next, I will explain how to forward incoming calls addressed to the business phone installed in the company to another number.

Transfer can be roughly divided into extension transfer and external transfer, so let’s check how to do each.

Extension transfer method

If you want to transfer a call to an employee in another part of your company, use internal transfer.

The specific method is as follows.

  1. answer an incoming call
  2. Listen to the message and press the “Transfer” button
  3. Press the extension number of the person in charge
  4. Tell the person in charge what the call is about and hang up the phone (hold is automatically canceled and the call is transferred to the person in charge’s phone)
  5. Responsible person

External line transfer method

If the person you are transferring to is out of the office, use external line transfer.

Let’s check the specific method.

  1. answer an incoming call
  2. Listen to the message and press the “Transfer” button
  3. Press the mobile number of the person in charge
  4. Tell the person in charge what the call is about and hang up the phone (hold is automatically canceled and the call is transferred to the person in charge’s phone)
  5. Responsible person

Depending on the business phone installed in the company, the button name and transfer procedure may differ, so please check the instruction manual etc. in advance.

Business etiquette to be aware of when holding or transferring

When you put a call on hold or transfer it, you need to take the time of the other party, so you should pay more attention to business etiquette than usual.

Here, let’s check the basic business etiquette.

don’t let the other person wait too long

The hold/forward function of business phones is very convenient, but it makes the person who called you wait.

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It would be nice if the intermediation went smoothly, but if the waiting time is long because the person to be the intermediary cannot be found or is busy with other tasks, the other party will feel stressed.

In some cases, it may develop into a complaint, so let’s share it with the other party as soon as you know that you will be waiting for a long time.

Release the hold and follow up with something like, “I need your time. I’m looking into it now, so could you wait a little longer?”

It is necessary to make a decision to turn around

If you have to keep the person who called you waiting for a long time, one way to deal with it is to return the call instead of using the hold/transfer function.

Apologize to the other party and check if there is a message.

For example, say, “I’m sorry. ○○ (the name of the person in charge) is out of the office at the moment.

If you receive a message, be sure to write down when, from whom, and for what purpose, and do not forget to tell the person in charge.

What if it takes a lot of time and effort to answer the phone?

If the number of calls to the company is high and the number of calls to another employee is often transferred, using a forwarding service will reduce the burden on the employee who handles the calls, and may lead to the improvement of work efficiency as a company.

If you use a forwarding service, you will have to pay the costs that you didn’t have before, but the cost of the intermediation work is much higher than that.

On the website of NEC Networks & System Integration Corporation, which provides a forwarding service, it is stated that the cost of using the forwarding service is about 30% of the cost of having an employee come to work and answer the phone.

As a result, about 70% of the cost of answering the phone can be reduced, so it can be said that there is plenty of room to consider using a forwarding service .

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In this article, we introduced how to hold and transfer calls using business phones that are often installed in companies.

When using the hold function or transfer function, you will make the other party wait at least a little, so be careful of business etiquette more than usual.

Also, if you often pass incoming calls addressed to a landline installed in your company to another person in charge, consider using a forwarding service at this opportunity.

It is not uncommon for the introduction of a call forwarding service to reduce the time and effort required to respond to telephone calls, leading to an improvement in the operational efficiency of the company as a whole.