Call Center Executive - UAEN

1. Telephone Operators are ultimately responsible for the call center procedure
2. Maintain the department KPI
3. The head of the department has to ensure implementation of the procedures
4. Operators have the responsibility to answer the telephone at all times and at no time must the telephone be left unattended.
5. To answer promptly before the third ring
6. Before picking up the receiver discontinue any other conversation at activity such as eating, typing etc that can be heard by the calling party.
7. Always  keep the pad and pencil near the phone
8. Speak clearly and distinctly in a pleasant tone of voice
9. Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby

1. When transferring a call be sure to explain to the caller that you are doing so and where you are transferring them. When the call is picked up, explain to the person at to    other end that you are transferring someone and the subject matter of his call
2. Remember that you may be the first and only contact in your department and that first impression will stay with the caller long after the call is completed
3. If the caller has reached the wrong department be courteous. Sometimes they have been transferred all over for a simple question if possible, attempt to find out where they should call, to whom they should speak, they will greatly appreciate it.
4. When the called party is not in the following responses should be used both to protect the privacy of the staff and to give a more tactful response
5. Complaints are directed to the Public Relation Office
6. Be prepared with pen and message slip when answered the phone
7. Performs related duties as assigned by the Head of the Department. 
8. When taking the message be sure to ask for:

• Caller’s name (asking caller for correct spelling)
• Caller company / institution
• Ask for phone number and extension
• Reason for calling 
• Be sure to fill in the date, time and your initials
• Place the message slip in a conspicuous place in the caller party office
  1. When handling the rude or impatient callers:
• Stay calm try to remain diplomatic and polite getting angry only make them angry
• Always show willingness to resolve the problem or conflict
• Try to think like the caller Remember their problems and concerns are important 

        Offer to have your supervisor talk to the caller or call him/her back if the caller       persists

• Sometimes the irate caller just wants someone in a supervisory capacity to listen to them even if you are unable to help them
  1. Strictly adheres to organization’s regulations and policies especially those related  to infection control, patient safety, JCI.

1. Supports Continuous Quality Improvement and participates and contributes to all   the quality assurance activities of the service. 
2. Participates and contributes in scheduled in-service training programs. 
3. Exercises effective interpersonal skills in dealings with department staff, associate And Management.
4. Maintains confidentiality as per the agreement signed.
5. Demonstrates the ability to listen to others in promoting effective communication.
6. Develops thorough understanding of policies and procedures of the hospital and   Demonstrates respect for them.
7. Carries out other duties when requested by the Head of department.