Standard Greeting

When answering the phone, use the following standard greeting: “Thank you for calling Toole Design. This is (YOUR NAME). How can I help you?”


Phone Tree

All Toole Design Office Phone Numbers are designed to route to the Admin Team if no extension is provided by the caller. The following phone tree is used to determine how the call is routed. The phone tree is adjusted by reaching out to Helpdesk.  

As of 5/16/22, the current tree flows:

8:00am – 12:00pm EST – Boston Office Coordinator > Spartanburg Office Coordinator > Reception Workgroup Voicemail

12:00pm – 4pm EST – Minneapolis Office Coordinator > Reception Workgroup Voicemail

4:00pm – 8:00pm EST –Seattle Office Coordinator > Reception Workgroup Voicemail

8:00pm – 8:00 am EST – Calls will be routed to the reception workgroup voicemail


Guidance on Redirecting Calls

When answering phone calls, it is imperative to be as polite and efficient as possible. Ask the caller to identify the nature of their call. The Admin Team should field all calls related to office coordination, general company information (hours of operation, general professional capabilities, etc.), and solicitations.


All other calls should be redirected using the following guidance:

Scenario

How to Redirect

Specific Individual

Redirect electronically via the "Transfer" button on Microsoft Teams. Note: Teams has a “consult” feature to enable the person fielding the call to check with a staff member before completing a call transfer.

Jennifer Toole (President)

All calls should be redirected to the Executive Assistant. Do not give out her direct extension over the phone.  

Specific Project

Look up the project in VantagePoint and then direct to the PA if accounting related or the PM for all other matters.

Specific Department

Redirect using the Contact Guide, see I:\Administrative\Admin Resources\Contact Information\TDG Who To Contact For What.doc

Other

Ask to take a message and then return the call once a course of action has been determined.

 


Guidance on Scam Avoidance

Question all emails which are not internal, i.e. @tooledesign.com. Additionally, security measures are set up by IT to indicate when external emails are sent. Report any questionable emails to IT.

 

Always screen calls. Regardless of who is calling, ask who is calling, where they are calling from, who they are calling for, and the reason for the call. If the call is a solicitation, simply say: “We need to keep this main line open for business related phone calls. Please place us on the ‘Do Not Call’ list and discontinue the calls moving forward. Please feel free to contact us by mail only.” Do not hesitate to terminate a phone call if the call is questionable. Professionally say: “Thank you very much for your contact today. It is necessary to terminate this phone call moving forward. We appreciate your understanding” and hang up.

 

If a caller is asking for someone specific, take down the aforementioned information and ask them to remain on a brief hold. While on hold, consult with that particular individual staff member to ask how they wish the call to be handled. Respond accordingly.

 

When taking messages, obtain all the necessary aforementioned information including contact phone numbers and emails. Place all this information in an email and send it to the individual staff member the caller requested. It is up to the staff member if they wish to call them back or not.

 

If there are repeat phone calls from the same individual, take down as much information as you possibly can and share this with the other members of your team. In this manner, the team will know the particular caller is to be avoided.

 

  • Do not give out printer brand or model information by phone! This is a known scam which previous staff have fallen for before.