Manners for answering phone calls. Correct way of speaking and intermediary summary


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If the person in charge is not available on the company phone, basically it is good etiquette for the person in charge to call you back instead of having the other person call you again.

In this way, “calling back from an incoming call” is called “call back” .

Review the phone response procedure when the person in charge is absent

First of all, let’s check the response procedure when the person in charge is not there when you receive a call.

  1. Check agent availability and schedule
  2. Let them know you are out and ask how you can contact them. “I’m sorry, but 〇〇 is out of the house at the moment. Would you mind if I call you back from 〇〇 when I get back?”
  3. If the other party wishes to call you back, ask for the contact information of the other party. “Excuse me, may I ask for your contact information?”
  4. Create a message and ask the person in charge to call you back

In ②, the person in charge is currently absent, so we are confirming the other party’s wishes regarding the contact method after this.

As a way of saying

“May I call you back from 〇〇?”

If you propose to wrap from here, such as

“〇〇 is out of the house right now, how would you like to be?”

There is also a way to ask the other person’s intentions.

If the other party wants to call you back, be sure to check the contact information.

If you say you’ll get back to me, but you don’t know the contact number and can’t make the call, you’ll lose credibility.

Even in the case of a person with whom we already have a business relationship, circumstances may differ depending on the day, such as “I am away from home today, so I would like you to contact me on my mobile phone” or “I would like you to call a different number instead of the number displayed on the caller ID notification.” There is also, so just in case, let’s call out from here and ask for contact information.

How to say by scene

There is a set phrase for how to say when the person in charge is absent in business.

In addition, if you make an appointment to return, it is kind of you to tell us the rough return time .

Letting them know when you can reach them gives them time to prepare.

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If it is not convenient for the other party, it is a good idea to ask the time when it is easy to contact them.

If you are away

If the person in charge is in the office and is not at his or her desk, especially when there are no plans, use the phrase “out of office.”

In this case, we will get back to you as soon as possible, so feel free to let us know that you expect to be in touch shortly.

“I’m sorry. 〇〇 is out of the office for a while now. I think she will be back soon, so may I call you back from 〇〇?”

During a call

If the agent is on the phone, you can say, “I am on another call.”

In the case of telephone correspondence, sometimes it ends in 5 minutes, and sometimes it takes longer than 1 hour.

I don’t know the exact time because I don’t have a set time, but I should be able to guess from the tone of the phone whether it’s going to end soon or take a long time.

If it’s going to end soon,

“I’m sorry. 〇〇 is on another call right now. I think it will end soon, so may I call you back from 〇〇?”

When it seems too long,

“It looks like it’s going to take a long time, so may I call you back from 〇〇 when you’re done?”


During a meeting

In the case of a meeting, you can say “during a meeting” or “during a meeting.”

Meetings are often on the calendar, so I will check the scheduled end time and guide you.

“I’m sorry. 〇〇 is currently in a meeting. It’s scheduled to end around 11:00, so may I call you back from 〇〇 as soon as it’s over?”

when you’re out

If the person in charge is out of the office, “out of office” or “on business trip” is fine.

If your schedule tells you when you’ll be back, I’ll let you know as well.

“I’m sorry.

on vacation

If you’re on vacation, say “I’m on vacation.”

However, you may not want your business partner to know that the person in charge is on vacation, so let’s check in advance.

If you are away on vacation, it is assumed that I will not be able to contact you until after the vacation, so I will inform you of my next work schedule.

“I’m sorry. 〇〇 is on vacation today. We are scheduled to work tomorrow, so when you come to work, may I call you back from 〇〇?”

How to say and use “fold” that is easy to make a mistake

When answering the phone, we use the word “call back” many times a day, but it is not uncommon for people to misuse it without understanding its meaning.

Let’s take a look at the correct way to say “back”.

“Call back” means that the person receiving the call calls back

“Return” means to turn back in the opposite direction to the direction you went.

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In the case of a phone call, it means that the person receiving the call, not the person making the call, calls back .

If the person who answered the phone when you were out of office said, “I’ll get back to you from ○○,” it’s not this person who makes the call, but another person in charge. It is not a mistake because it will be the side (the side that received the call).

Common Misuse Examples

A: “Is Mr. 〇〇 from the sales department coming?”

B: “I am sorry.

A: “I’m going out now, so I’ll call you back.”

This is not a call back because the person who called you said they would call you again.

In this case, the correct way to say “I will call you again” is correct.

Etiquette for returning business calls

Make sure to check the etiquette when calling back after receiving a message.

Calling back isn’t just about calling.

The point is to put yourself in the other person’s position and read their requests when you have a message.

turn around as soon as possible

If you receive a call-back request from a customer, try to call as soon as possible after confirmation .

The sooner you return, the less time you have to wait for the other party, so there is no problem even if you call earlier than the scheduled return time.

If you can see the message while away from home, you can call from outside on your mobile phone between appointments, but avoid noisy places and call from a calm place.

Do not call outside of business hours or on holidays

It is best to return the call as soon as possible after receiving the call, but unless it is an emergency, refrain from contacting the other company after business hours or on holidays .

If you ring the phone, you may take away the other person’s private time.

After closing time, we will try to call you as soon as possible so that we can respond to you on the next business day.

If you are concerned, it is a good idea to include an email stating that you have received the message.

apologize for not answering the phone

When calling back, the other party will have to wait, so I apologize for not being able to answer .

A simple apology for keeping you waiting or a miscommunication will help you get to the point.

If you are listening to a business, respond and call back

If you are asking for a message, we will do what we can and then call you back.

If you’re getting inquiries, have an answer ready before you call.

If you call without any preparation, the other party will have to say the same thing again, and they will think that you did not get what you said .

With “Canario”, you can rest assured when you are away or call back

  • Phone calls get lost when going out or teleworking
  • It takes time to respond to calls when you are out of the office
  • Difficulty in hearing where to call back and what to do
See also  No need for troublesome phone calls! Introduce an automated service

If you are worried about such problems, we recommend the telephone support service ” Canario” provided by NEC Networks & System Integration Corporation.

“Canario” receives company calls with AI and responds on behalf of employees, so you can concentrate on your work without worrying about phone calls.

  • If you know the name of the person in charge, forward it to the person in charge
  • If no person in charge is specified, all groups will be called
  • If you can’t answer the phone, send a text message

Since the transcription data remains for the message when you are away, there is no need to take notes while listening.

You can check it at any time via email or business chat, so you can respond quickly wherever you are.

Article Summary

When answering calls, it is important not to make the other party wait or feel uneasy.

  • tell return time
  • Contact us as soon as possible considering the convenience of the other party
  • Respond to what is known in the message

If the person in charge is often out of the office or is teleworking, the number of calls will inevitably increase.

With “Canario”, you can directly call the person in charge on the go and send a message in real time, so you can greatly reduce the customer’s waiting time .