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NMC Healthcare is one of the largest private healthcare networks in the United Arab Emirates, and the third largest in Oman. Since 1975, we have provided high quality, personalised, and compassionate care to our patients and are proud to have earned the trust of millions of people in the UAE and around the world. |
Telephone Operators are ultimately responsible for the call center procedure
Maintain the department KPI
The head of the department has to ensure implementation of the procedures
Operators have the responsibility to answer the telephone at all times and at no time must the telephone be left unattended.
To answer promptly before the third ring
Before picking up the receiver discontinue any other conversation at activity such as eating, typing etc that can be heard by the calling party.
Always keep the pad and pencil near the phone
Speak clearly and distinctly in a pleasant tone of voice
Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby
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
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
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.
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
Complaints are directed to the Public Relation Office
Be prepared with pen and message slip when answered the phone
Performs related duties as assigned by the Head of the Department.
When taking the message be sure to ask for:
Maintain the department KPI
The head of the department has to ensure implementation of the procedures
Operators have the responsibility to answer the telephone at all times and at no time must the telephone be left unattended.
To answer promptly before the third ring
Before picking up the receiver discontinue any other conversation at activity such as eating, typing etc that can be heard by the calling party.
Always keep the pad and pencil near the phone
Speak clearly and distinctly in a pleasant tone of voice
Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby
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
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
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.
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
Complaints are directed to the Public Relation Office
Be prepared with pen and message slip when answered the phone
Performs related duties as assigned by the Head of the Department.
When taking the message be sure to ask for:
