How do you juggle multiple calls?

1 Plan ahead

Before you start making or taking calls, make sure you have a clear plan for your day. Prioritize your most important or urgent calls, and schedule them at a time when you are less likely to be interrupted by other calls. If possible, use a calendar or a CRM system to keep track of your call history, appointments, and follow-ups. This will help you avoid double-booking, forgetting, or overlapping your calls.

2 Use call waiting

Call waiting is a feature that lets you know when another caller is trying to reach you while you are on the line. It can be a useful tool to manage multiple calls, but you need to use it with caution. Don't interrupt your current conversation to answer another call, unless it is absolutely necessary. Instead, politely ask your caller if they can hold for a moment, and then quickly check who is calling. If it is not urgent, let them know that you will call them back as soon as possible. If it is urgent, apologize to your current caller and explain that you need to take another call, and ask them if they prefer to hold or to receive a callback.

3 Use a headset

A headset can make a big difference in your phone etiquette and productivity. It frees your hands to take notes, type, or access information while you are on the phone. It also reduces background noise and improves the sound quality of your voice. A headset can also help you switch between calls more easily, as you don't have to hold or put down the phone. Invest in a good quality headset that is comfortable and compatible with your phone system.

4 Be courteous and respectful

No matter how busy you are, always treat your callers with courtesy and respect. Greet them warmly, introduce yourself and your company, and ask for their name and reason for calling. Listen attentively, avoid distractions, and use positive and professional language. If you need to put them on hold, ask for their permission, explain why, and give them an estimate of how long it will take. If you need to transfer them, tell them who you are transferring them to and why, and make sure the other person is available. If you need to end the call, thank them for their time, summarize the main points, and confirm the next steps.

5 Follow up

One of the most important aspects of phone etiquette is following up. If you promise to call someone back, do it as soon as possible. If you say you will send them an email, a quote, or a proposal, do it within the agreed time frame. If you need more information or clarification, reach out to them promptly. Following up shows that you value your callers, that you are reliable, and that you are interested in building a long-term relationship with them.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?