(1) UWS staff make and receive thousands of telephone calls each day. The switchboard alone receives something in the order of 300,000 calls per annum. Telephone contact with UWS is one of the most important touch points for our brand and critical for our business success. (2) This policy presents basic guidelines for staff in terms of managing telephone calls and establishes some standards and practices associated with the use of technical features of telephone services. It aims to ensure that telephones are answered in a welcoming, consistent and informative manner that gives a positive and professional impression of the University. (3) Nil. (4) The University's policy is to answer all telephone calls in a welcoming and professional manner that conveys confidence to the caller that their enquiry is valued and that they will be acknowledged and responded to within a stipulated time frame. (5) Call management systems and techniques will be made available to staff to enable them to manage their workloads and maintain an effective and efficient service to callers to the University. (6) The University aims to answer telephone calls within four rings. Initial greetings should aim to be welcoming and positive in tone. Depending on the work arrangements and circumstances the initial answer should be along the lines of: (7) Telephones should not be left to ring out. Where a telephone is unattended, arrangements should be made to activate Voicemail or call forwarding. (8) Although Voicemail is an essential feature of modern telephone systems, callers can become frustrated where messages left on Voicemail systems go unanswered or where referral to another number ends in another Voicemail message. Voicemail should not be used for call screening. (9) Voicemail messages should be retrieved regularly and at least daily. They should be answered within one business day, even if it is only an acknowledgement call (or email in appropriate circumstances). Where a staff member will be away for a period of time beyond one working day, the Voicemail message should be changed to advise that. Information about when the staff member will be next available should be given and, where possible, the message should also provide the option to the caller to speak with another staff member who will be available to take the call. In these circumstances it is essential to ensure that those nominated as alternative contact points are aware of this and are available and willing to take the calls. (10) Voicemail greetings should be changed regularly to reflect the different circumstances and be kept up to date. In particular it is important that adequate information be provided so that the caller is able to establish the staff member and/or unit they have reached. However, lengthy or complex messages should be avoided. (11) All UWS telephones have the capacity to redirect an incoming call to another telephone (call forwarding), as an alternative to using Voicemail or where a call has been misdirected. Where calls are being intentionally forwarded to another staff member, the name of the staff member and their number should be provided to the caller. Where the intended recipient of the call does not answer, the caller should be given the option of leaving a message on Voicemail (where activated) or alternatively the recipient of the call should undertake to convey a message to the intended recipient. (12) Calls should not be transferred more than once but if a staff member receives a call that has come to them in error and it is obvious that the caller has been transferred more than once then the staff member should take down the details and get an appropriate staff member of the University to return the call. The only exception to this should be where the recipient of the call can make direct and immediate contact with the correct staff member and there is certainty that the call will not have to be transferred again. Calls should not simply be redirected to the Switchboard. (13) Where a staff member is away from their workplace and in appropriate circumstances needs to use call forwarding as opposed to Voicemail, it is essential that the person to receive the calls is aware of that and is available and willing to take the calls. (14) Call forwarding to mobile telephones may be appropriate in particular circumstances and decisions need to be taken having regard to the needs, balanced against the cost to the University. (15) The Switchboard is an integral part of the Telecommunications Unit within Information Technology Services and operates the general University telephone number 02 9852 5222. The role of the switchboard is to answer the bulk of incoming calls to UWS in a positive and informative manner and refer them to the appropriate units within the University. The switchboard assists both external callers and UWS staff and students with their general telephone enquiries. (16) To undertake its role effectively the switchboard must be advised where there are significant changes or disruptions to unit telephones. For example where the entire staff of a unit will be away from the University (e.g. development day) it is essential that the switchboard be notified well in advance. Also where a special interest issue has arisen that is likely to prompt increased calls to the University the switchboard should be briefed on the appropriate forwarding of the calls. (17) At various times the University receives high volumes of calls from students and externals and the University regularly promotes 'information lines'. The Call Centre operates at a high level of capacity and professional experience to process calls to the best effect for the University. While the Call Centre primarily exists to promote and handle prospective student inquiries, it has the capacity to also handle special periodic bulk calling such as during the enrolment period. (18) All bulk calling to the University will be managed via the Call Centre systems rather than individual units developing their own systems. (19) The Call Centre is a specialist facility designed to meet particular information needs. It should not be used as an alternative to the Switchboard. (20) Supervisors are responsible for ensuring that all staff who have significant telephone answering duties attend regular training sessions that cover the range of experiences, including complaints type calls. (21) Apart from the Call Centre other areas of the University experience peak times where the volume of calls may exceed the capacity to answer them in an orderly fashion as outlined in this document. This can create a tension in terms of work priorities and needs to be managed in a practical way by supervisors and staff to ensure that callers are managed in a professional and informed way. Supervisors are responsible for managing high volume telephone call situations so that staff can cope effectively with the situation and continue to provide a welcoming and professional service. That may involve technical telephone call management systems and rotation of staff. (22) Supervisors are responsible for ensuring that their units have in place procedures to manage calls, particularly where staff are absent from the workplace. (23) Supervisors and individual staff members have a responsibility to ensure that entries in the UWS Telephone Directory are up to date and that the Switchboard is advised of any circumstances that may affect their Unit's capacity to answer calls. (24) In terms of use of University telephones for personal purposes staff should adhere to the principles outlined in the Code of Conduct and also in the Mobile Telephony Devices Policy. (25) Staff are provided with mobile telephones by the University in situations where they are frequently away from their regular workplace. Criteria are provided in the Mobile Telephony Devices Policy. (26) The University needs to present a clear and professional image with respect to its telephone listings in hard copy and internet based directories such as the Telstra White Pages. To this end, the Executive Director, Engagement and Partnerships has responsibility and authority for all entries proposed for such directories. (27) Any unit wishing to list in a telephone directory must obtain the prior approval of the Executive Director, Engagement and Partnerships. (28) The UWS internal web-based telephone directory is managed by Information Technology Services Accounts Department. (29) Periodically the Executive Director, Engagement and Partnerships will arrange for surveying and feedback on telephone services provided against the standards outlined in this policy and provide feedback to functional units. (30) Nil. (31) Nil.Telephone Protocols Policy
Section 1 - Purpose and Background
Section 2 - Definitions
Section 3 - Policy Statement
Part A - Telephone Answering Protocols
Initial Answering
Use of Voicemail
Forwarding Calls
Part B - Role of the Switchboard
Part C - High Volume Calls
Part D - Responsibilities of Supervisors and Staff
Part E - Mobile Telephones
Part F - Telephone Directories
Part G - Audit of Telephone Standards
Section 4 - Procedures
Section 5 - Guidelines
View Current
This is not a current document. It has been repealed and is no longer in force.