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Assessment matrix
Work
Projects
Written
Questions
Oral
Questions
Element 3: Receive incoming calls
3.1
Prepare to receive incoming calls
3.1
14, 15
11
3.2
Answer calls promptly in accordance with
house standards
3.2
17, 16
12
3.3
Identify long-distance or international calls
3.3
18
13
3.4
Establish purpose of incoming calls
3.4
19,20
14
3.5
Respond to caller requests, where appropriate
3.5
21
15
3.6
Take messages from callers
3.6 &3.7
22
16
3.7
Relay messages and follow-up as necessary
3.6 & 3.7
23, 24
17
3.8
Facilitate conference calls
3.8
25
18
3.9
Deal with suspicious or threatening calls
3.9
26
19
3.10
Manage difficult callers
3.10
27
20
3.11
Prepare voicemail messages and background
music
3.11
28
21
Element 4: Re-direct incoming calls22
4.1
Transfer calls as appropriate
4.1 &4.2
29
22
4.2
Place calls on hold as appropriate
4.1 & 4.2
30
23
6
© ASEAN 2013
Trainee Manual
Receive and place in-coming phone calls