Complete telephone calls.

Completion should include placing and receiving individual calls, conference calls, and video conferencing and should demonstrate

• the qualities of a good telephone voice
• use of proper telephone etiquette (e.g., identifying the company, greeting callers professionally, asking the caller’s need, recognizing regular clients)
• knowledge of procedures for operating the phone system and setting up conference calls
• attention to taking accurate and complete messages from callers and obtaining phone numbers
• knowledge of the differing types of incoming and outgoing calls and the procedure for call prioritization
• development of a telephone directory (e.g., electronic, personal, company).