Handling Telephone Calls

Overview

Framework:
RQF
Level:
Level 1
Unit No:
R/618/3403
Credits:
2
Guided learning hours:
20 hours

Assessment Guidance

Portfolio of Evidence

For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.

Unit Learning Outcomes

To view the assessment criteria and any additional content, please expand the relevant learning outcome below.

1 — Be able to make telephone calls.

Assessment Criteria

  • 1.1

    Identify the purpose of telephone calls.

  • 1.2

    Confirm details of the persons to be contacted before making telephone calls.

  • 1.3

    Make telephone calls communicating basic information clearly and accurately.

2 — Be able to receive telephone calls.

Assessment Criteria

  • 2.1

    Answer telephone calls promptly and politely, observing any organisational procedures.

  • 2.2

    Identify the caller, where they are calling from and the reason for their call.

  • 2.3

    Follow any organisational procedures relating to confidentiality and security.

  • 2.4

    Take short messages.

3 — Know why it is important to an organisation that telephone calls are handled appropriately.

Assessment Criteria

  • 3.1

    State how appropriate tone and language create a positive impression for the caller (customer or supplier).

  • 3.2

    State how creating a positive impression during a telephone call benefits the organisation.