The Modern Guide to Professional Business Calls

There are endless choices for business communication, including email, text, fax, digital messaging apps, phone calls, and face-to-face meetings. Yet, despite all these options, phone calls still reign supreme among business owners, employees, and customers alike.

A 2022 survey revealed that over 94% of working professionals are actively making and receiving phone calls as part of their daily tasks. Clearly, phone calls continue to be a vital part of professional communication, even with the growing popularity of digital messaging platforms. (1)

That said, many professionals still struggle with call etiquette, technology, and strategies that could make their business calls more effective. So, here’s a guide for essential practices for mastering professional business calls.

Master the Basics of Professional Communication

Always start your calls with clarity and confidence. Even if the other person on the line can’t see you, they can tell if you’re confident through the tone of your voice and how you maintain the conversation.

Greet the person by name and maintain a warm, professional tone. Avoid using filler words like ‘um’ or ‘just’ as they can weaken your authority. If you need a moment to think, take a brief pause instead.

More importantly, always be an active listener. You can paraphrase key points to confirm you’ve understood correctly and do your best not to interrupt them. If you’re about to discuss complex topics, slow down your speech a little to make sure everything is clear.

You may also consider investing in solutions that would help build trust towards your company. For instance, businesses that want to enhance their professionalism might look into Twilio branded calling or other similar solutions. This feature displays verified company information on incoming calls, which can help reduce skepticism and improve the chances of calls being answered.

Prepare a Clear Agenda Before Dialing

Walking into a call unprepared is like showing up to a meeting without an agenda. It’s simply awkward, unprofessional, and definitely bound for filler words ahead!

Thus, before you dial anyone, make sure to outline at least three to five key points you want to discuss during the call, and, if possible, share the agenda with the other person beforehand. This shows you respect their time and keeps the conversation focused.

It also helps to prepare for questions and objections. Say, if you’re pitching something, practice your answers to common concerns like pricing or timelines. For calls focused on solving issues, it’s best to have all the necessary info beforehand (e.g., order numbers, recipient’s name and address, or previous emails).

In the U.S., 54% of respondents prefer phone calls for customer service issues. Having their relevant info handy will make it easier to solve their concerns swiftly and effectively. (2)

Leverage Technology To Streamline Efficiency

Many modern tools are designed to help streamline your business phone calls without sacrificing the human touch, so why not maximize them to their full potential?

For example, noise-canceling headphones can deliver high-quality audio, while call-recording software (as long as you have consent) lets you review conversations for improvement. You can also use automated systems like Twilio ringless voicemail to send updates or reminders without disrupting the recipient’s day, which is perfect for those less urgent notifications.

Whatever technology or modern tool you use, remember that they’re only made to enhance and streamline your call interactions, and not to totally replace them. So, it’s best to use automation for those repetitive tasks, but keep the main conversation human.

Personalize Your Approach With Empathy

As a customer, you probably wouldn’t feel comfortable sharing your concerns with an AI, hoping it can resolve your issues. Well, your customers feel the same way. A recent survey finds that 64% of customers would prefer businesses not to use AI for their customer service, which is actually a valid concern. (3)

Those generic conversations don’t inspire loyalty. Instead, robotic responses can only make your customers feel like they’re just another ticket or inquiry in your system. To ensure they don’t ever feel this way, you need to tailor your communication style to match the caller’s needs.

For example, if they’re in a hurry, get straight to the point. If they’re chatty, take a moment to build rapport before jumping into business. You can use their name occasionally to create a connection without it feeling forced.

Empathy is especially critical in difficult conversations. Instead of saying, ‘That’s not our policy,’ try, ‘I understand why this is frustrating. Let’s explore solutions together.’ Acknowledge their feelings without getting defensive, and focus on working together to solve the issue.

Close Calls With Purpose and Follow-Up

Don’t let a call just fade away. In those last moments of customer interactions, make sure to summarize the decisions made, the next steps, and any deadlines. You can use phrases like, ‘Just to confirm, we’ll…’ or ‘You can expect X by Y date.’ This helps everyone stay on the same page and cuts down on any confusion.

It’s also best to send a follow-up email within two hours so you can restate the action items and show your appreciation in written form. If you’re working on an ongoing relationship, try to schedule the next check-in before you hang up. Keeping things consistent through these strategies can help build trust and improve your communication with your customers.

Key Takeaway

Mastering professional business calls requires a blend of strategy and authenticity. By preparing thoroughly, personalizing your conversations, and using modern tools effectively, you can turn each call into a valuable opportunity to strengthen relationships and achieve your goals. So, stay adaptable, keep refining your approach, and never underestimate the power of a well-executed business call.

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