Customer Outreach Services
DBS
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Answering
Procedures

Telephone Answering Procedures



Telephone calls should be answered courteously using the procedure outlined below. Alternative procedures may be provided by the unit in which you are working.

  1. Answer calls no later than the second ring.
  2. Give greeting "Good (morning or afternoon)."
  3. State the unit's name.
  4. State your name.
  5. Ask, "How may I help you?"
  6. If you are transferring the call to another person, obtain the caller's name and announce the caller to the staff member before completing the transfer.

Any messages received through Voice Mail should receive a prompt response.