Answering Phones on Resume

Should You List Answering Phones on Resume

In many professional environments, particularly customer service roles, the ability to answer phones professionally and effectively is crucial. However, its relevance may vary depending on the industry, position level, and country. For instance, in the United States, it's common for entry-level or administrative positions to list phone handling skills. In contrast, for roles based more on technical expertise, phone answering might not be as prominent.

Internationally, it's essential to research the standard practices of the country you are applying in, as they may differ significantly. For instance, some European countries place a greater emphasis on soft skills, making phone handling an important skill to list.

Why to List Answering Phones on Resume

• Demonstrates Communication Skills: Answering phones requires clear, concise, and polite communication that reflects well on your professionalism.
• Highlights Customer Service Ability: The ability to handle phone calls indicates a capacity for empathy, patience, and the willingness to assist others – all essential qualities in customer service roles.
• Shows Organizational Skills: Effectively managing phone calls often requires prioritizing tasks, multitasking, and staying organized – all transferable skills valued by many employers.
• Indicates Flexibility: Being comfortable answering phones can show your adaptability to changing work environments and your ability to respond quickly to new situations.

Where to List Answering Phones on Resume

In most cases, phone handling skills should be included under the 'Skills' section of your resume. For more specific roles, such as customer service representative positions, you can also list it under 'Work Experience' or 'Relevant Skills' if those sections are included in your resume format.

Examples of How to List Answering Phones on Resume

Skills Section:

• Proficient in answering and redirecting phone calls
• Excellent phone etiquette, ensuring prompt and courteous responses
• Adept at multitasking, managing multiple phone calls simultaneously

What's good about it: This example clearly lists the specific skills related to answering phones and provides examples of the candidate's proficiency. The phrase "Excellent phone etiquette" demonstrates professionalism and attention to detail.

Work Experience Section:

Customer Service Representative, XYZ Company (Jan 2019 - Present)

• Answered incoming customer calls daily and handled inquiries professionally
• Used excellent communication skills to address customers' concerns and provide effective solutions
• Maintained a high level of customer satisfaction by providing timely and accurate responses

What's good about it: This example demonstrates the candidate's phone handling skills within the context of their work experience. The bullet points highlight the importance of their communication abilities, professionalism, and problem-solving skills – all qualities that make them an asset in a customer service role.

What to Avoid While Listing Answering Phones on Resume

• Vagueness: Instead of stating "Good at phone handling," be specific about the tasks and qualities you possess.
• Lack of Quantifiable Achievements: If possible, include metrics or examples that demonstrate your effectiveness in handling phone calls, such as average call handling time, customer satisfaction ratings, or resolution rates.
• Incorrect Grammar or Spelling: Always proofread your resume to ensure it's free of errors, as this can negatively impact your chances of getting an interview.
• Overemphasis: While phone handling skills are important, avoid making them the primary focus of your resume if they aren't directly related to the role you're applying for.

How to List Call Screening and Prioritization on Resume

Here are some best practices for effectively listing 'Call Screening and Prioritization' on your resume in the context of 'Answering Phones':

• Highlight Relevant Skills: Emphasize your ability to screen calls, prioritize them based on importance, and handle multiple incoming calls efficiently. This demonstrates your organizational skills and ability to multitask.

• Example: Skilled in call screening and prioritization, able to manage multiple simultaneous phone calls with poise and efficiency.

• Quantify Achievements: If possible, provide numerical data or percentages to quantify your success in this area. This could include the number of calls handled per hour, reduction in call waiting time, or increase in customer satisfaction scores.

• Example: Achieved an average of 30 phone calls handled per hour with a 95% customer satisfaction rating.

• Describe Your Approach: Describe your approach to call screening and prioritization. This could include your ability to listen actively, ask clarifying questions, or use a specific system to manage incoming calls.

• Example: Implemented a call prioritization system based on urgency and importance, resulting in improved customer satisfaction and reduced wait times.

• Detail Special Scenarios: If you've handled special scenarios, such as high-pressure or critical situations, highlight these experiences. This demonstrates your ability to handle challenging situations professionally.

• Example: Successfully managed high-priority calls during peak business hours, ensuring all calls were answered promptly and customer needs were met.

• Showcase Soft Skills: Don't forget to showcase soft skills such as communication, empathy, and patience, which are crucial in a call screening and prioritization role.

• Example: Excelled in providing excellent customer service, demonstrating patience, empathy, and clear communication during phone interactions.

Example 1: Call Screening and Prioritization on Answering Phones Resume

Skilled in call screening and prioritization, able to manage multiple simultaneous phone calls with poise and efficiency. Achieved an average of 30 phone calls handled per hour with a 95% customer satisfaction rating.

Example 2: Call Screening and Prioritization in Answering Phones Context

Implemented a call prioritization system based on urgency and importance, resulting in improved customer satisfaction and reduced wait times. Successfully managed high-priority calls during peak business hours, ensuring all calls were answered promptly and customer needs were met.

How to List Customer Service Over Phone on Resume

Best Practices for Listing 'Customer Service over Phone' Subcategory

• Highlight Key Skills: Mention your ability to handle multiple calls efficiently, resolve customer queries promptly, and exhibit patience and empathy while dealing with frustrated or angry customers.

  Example: "Demonstrated exceptional phone-based customer service skills, handling up to 30 calls daily, resolving customer complaints, and maintaining a positive demeanor even in stressful situations."

• Use Action Verbs: Use action verbs such as answered, assisted, resolved, and escalated to convey your role actively in the customer service process.

  Example: "Assisted customers over the phone by answering queries about product specifications, order status, billing issues, and troubleshooting technical problems."

• Quantify Achievements: If possible, provide numbers or percentages to quantify your achievements in customer service. This can help to show the impact you've made in your role.

  Example: "Achieved a customer satisfaction score of 95% by quickly addressing customer concerns and resolving issues during phone interactions."

• Showcase Soft Skills: Emphasize soft skills such as communication, active listening, and empathy that are crucial for providing excellent phone-based customer service.

  Example: "Developed strong interpersonal skills while engaging in phone conversations with customers, effectively addressing their concerns, and offering appropriate solutions."

• Tailor to Job Description: Customize your resume to the specific job you're applying for by highlighting relevant experiences that align with the job description's requirements.

  Example: "Seeking a Customer Service Representative position in the telecommunications industry, bringing over 3 years of experience in handling phone-based customer service calls related to billing, account management, and technical support."

Example 1: Customer Service Over Phone on Answering Phones Resume

• Responsibility: Answered incoming calls from customers, assisted with product inquiries, and managed order processing.
• Achievement: Handled up to 60 calls daily without sacrificing customer satisfaction, resulting in a 97% customer satisfaction rating.

Example 2: Customer Service Over Phone in Answering Phones Context

• Responsibility: Assisted customers over the phone by answering queries about product features and troubleshooting technical issues.
• Achievement: Reduced average call handling time by 30% through effective problem-solving, allowing for increased call volume management.

How to List Message Taking and Recording on Resume

Best Practices:

• Highlight the Skill: Start with a bullet point that clearly states your ability to take messages and record them accurately. Emphasize your proficiency in this area as it's crucial for roles involving answering phones.

  • "Skilled in message taking and recording, ensuring all incoming calls are handled promptly and professionally."

• Specify Tasks: Detail the specific tasks you performed under this subcategory. This could include screening calls, forwarding messages to appropriate parties, or transcribing messages accurately.

  • "Regularly screened calls, identified urgent matters, and prioritized them accordingly while taking and recording messages."

• Quantify Achievements: If possible, provide numerical data to quantify your achievements. This could be the number of messages taken per day or the high percentage of accurate transcriptions.

  • "Achieved an average of 100 messages taken per day with a near-perfect accuracy rate in transcribing messages."

• Show Flexibility: Demonstrate your adaptability by mentioning how you handled various types of messages, including voice and email messages.

  • "Experienced in handling both voice and email messages, ensuring all incoming communication is managed effectively."

• Relate to the Job Description: Tailor your message taking and recording section to the specific job you're applying for. Reflect the language and skills required in the job description.

  • "Proven ability to handle high volumes of incoming calls, take accurate messages, and manage email correspondence in fast-paced environments."

Example 1: Message Taking and Recording on Answering Phones Resume

In a customer service role at XYZ Corporation, I was responsible for answering phones and taking messages. I developed a system to quickly identify the nature of each call, prioritize urgent matters, and transcribe messages accurately. As a result, my team consistently received high praise for our responsiveness and professionalism.

Example 2: Message Taking and Recording in Answering Phones Context

In my role as receptionist at ABC Law Firm, I managed a high volume of incoming calls daily. I took detailed messages, forwarded them to the appropriate parties, and followed up on any unanswered calls. This ensured that no important communication was missed and that clients were always well-served.

How to List Call Routing and Transfer on Resume

Best Practices for Listing 'Call Routing and Transfer' under 'Answering phones'

• Highlight Relevant Skills: Emphasize your ability to effectively route calls, handle multiple lines simultaneously, and transfer calls efficiently. Mention specific software or systems you have used in this role, such as PBX (Private Branch Exchange), ACD (Automatic Call Distribution), or VoIP (Voice over Internet Protocol) systems.

  Example: Demonstrated proficiency in handling incoming calls and seamlessly routing them to appropriate departments using the company's VoIP system, while managing multiple lines without compromising call quality.

• Quantify Your Achievements: Whenever possible, quantify your achievements in this subcategory. This could include metrics such as average call handling time, first-call resolution rate, or customer satisfaction scores.

  Example: Consistently achieved a first-call resolution rate of 80%, ensuring customer issues were resolved promptly and efficiently.

• Detail Transfer Procedures: Explain the steps you follow when transferring calls to ensure smooth handoffs. This could include checking that the recipient is available, confirming the reason for the call, and providing necessary information to the recipient before disconnecting.

  Example: Followed a structured procedure when transferring calls, including verifying the availability of the recipient, clarifying the purpose of the call, and ensuring all relevant information was passed on before disconnecting.

• Mention Problem-Solving Skills: Showcase your ability to troubleshoot issues that arise during call routing or transfers, such as dead ends, busy signals, or misrouted calls.

  Example: Quickly identified and resolved issues that arose during call routing, resulting in improved customer satisfaction.

• Emphasize Adaptability: Discuss your ability to adapt to changing call volume, handling high-pressure situations gracefully, and providing exceptional service even when faced with unexpected challenges.

  Example: Successfully managed an increased call volume during peak periods, ensuring all calls were answered promptly and professionally.

Example 1: Call Routing and Transfer on Answering Phones Resume

• Responsible for answering incoming calls and routing them to appropriate departments using the company's PBX system.
• Achieved a first-call resolution rate of 85%, ensuring customer issues were addressed efficiently.
• Followed a structured procedure when transferring calls, including verifying recipient availability and clarifying call purpose before disconnecting.
• Quickly identified and resolved issues that arose during call routing, resulting in improved customer satisfaction.

Example 2: Call Routing and Transfer in Answering Phones Context

• Managed incoming calls and efficiently routed them to the appropriate department using our VoIP system, ensuring high-quality service.
• Consistently achieved a first-call resolution rate of 80%, resolving customer issues promptly and professionally.
• Followed a structured procedure when transferring calls, including verifying recipient availability and confirming the purpose of the call before disconnecting.
• Adapted to changing call volume during peak periods, ensuring all calls were answered promptly and professionally without compromising service quality.

How to List Incoming Call Management on Resume

Listing the subcategory 'Incoming Call Management' on your resume requires a strategic approach to highlight your skills in handling phone calls effectively. Here are some best practices:

1. Highlight Relevant Skills and Abilities

• Emphasize your ability to manage multiple incoming calls professionally, prioritizing urgency and importance. Mention any software or systems you've used to manage these calls, such as CRM (Customer Relationship Management) tools or call management software.

2. Quantify Your Achievements

• If possible, provide numbers that demonstrate your efficiency in managing incoming calls. For example, "Average handling time of 30 seconds, answering up to 150 calls per day." This helps potential employers understand the scale and speed of your call management abilities.

3. Describe Your Call Handling Approach

• Explain your approach to answering phones in a way that demonstrates your customer service skills. This could include greeting callers politely, showing empathy, solving simple problems on the spot, or taking messages effectively when necessary.

4. Discuss Problem-Solving Skills

• If you've had to troubleshoot issues during incoming calls, discuss these situations and how you resolved them. This shows your ability to think critically and adapt in high-pressure situations.

5. Emphasize Training and Development

• If you've received any training or certification in call management or customer service, be sure to mention it. This demonstrates a commitment to improving your skills and staying up-to-date with best practices.

Example 1: Incoming Call Management on Answering phones Resume

• Skill: Incoming Call Management (Answering Phones)
  • Proficient in handling multiple calls with an average handling time of 30 seconds, answering up to 150 calls per day.
  • Greeted callers politely, showing empathy and professionalism while providing information or troubleshooting simple issues on the spot.
  • Adept at taking messages when necessary, ensuring accuracy and timeliness in message delivery.
  • Trained in customer service best practices and CRM software (e.g., Salesforce).

Example 2: Incoming Call Management in Answering phones Context

• Skill: Incoming Call Management (Answering Phones)
  • Consistently resolved customer issues during incoming calls, resulting in a high level of customer satisfaction.
  • Troubleshooted technical problems for customers by following established protocols and escalating unresolved issues to appropriate departments when necessary.
  • Demonstrated adaptability in high-pressure situations by maintaining a calm demeanor and providing solutions efficiently.
  • Pursued ongoing training and development opportunities, such as attending customer service workshops and earning call center certification.