Phoning about job vacancies takes a lot more preparation than most phone calls.

Whether you are phoning about vacancies in general, or calling about a job advertised in the press, it’s important to get it right.

Phoning with confidence

Phoning with confidence is an important skill. This will be your first contact with the company and if you do well, it could help you to get an interview.

If you’re applying for a job, using the phone also gives you the chance to ask for more information, so you can decide whether or not to ask for an application form, or go for an interview.

Sometimes, the employer will even use the first phone call as an informal interview to help them to decide whether or not they want to see you in person!

You will feel much more confident if you are well prepared.

When you are phoning an employer:

• phone from a quiet place – so you won’t be disturbed or distracted
• use a landline phone rather than a mobile one
• sit somewhere comfortable where you can take notes (it can take a while to get through to the right person)
• make sure you have enough credit if you are using your mobile, and that your phone is fully charged
• make sure you have enough change if you have to use a payphone, or enough credit left on your phone card
• speak clearly and be polite.

Make sure you have:

• paper and a pen (check that the pen works before you call)
• the advert and any reference number for the job
• the correct telephone number
• the name of the person you want to speak to, and their extension number (if you have it)
• your CV (Curriculum Vitae); or a checklist of your personal details (see ‘Worksheet 1: Phone call checklist’).

When someone answers the phone

It’s unlikely that you’ll get through to the person you want to speak to right away. Often, a receptionist answers the call and then transfers it to the right person. So, when phoning you should ask for:

• a person by name; or
• a person by job title (for example, the Personnel Officer or Human Resource Officer); or
• a department; or
• an extension number.

Always check you are speaking to the right person.

When the receptionist transfers your call, check you’ve got the right person.

“Is that …………………………………………………?”

Say why you are calling

This part really is worth preparing. Decide what you’re going to say before you telephone. Explain briefly:

• the vacancy you are interested in (“I’m phoning about the vacancy for a… “)
• how you heard about it (It was advertised in the…”).

Be prepared to answer, and ask, some questions

The other person may only want your name and address so they can send you out information or an application form. But, be ready to talk about yourself and ask for more information if, and when, you need it.

For example, they might ask you to send in your CV. In this case, be sure you get the name and address or email address of the person to send it to.

They might even offer you an interview! You’ll need to know:

• the date and time of the appointment
• the name of the person who will be interviewing you
• the correct address (the interview might be in a specific department or floor)
• if you need to bring any particular documents with you (for example, exam certificates)
• directions for getting there.

In some cases the phone call might turn into a mini-interview, so have your personal details handy so that you don’t get into a panic trying to remember dates and results. Be prepared to talk positively about your skills and personal qualities. This is not the time for false modesty!

You could use your CV, or you might want to use a ‘personal checklist’. You could use the ‘Worksheet 2: Phone call checklist’.

In some cases, you will have the chance to ask questions. You can mark these on the back page of your Phone Call Checklist.

Here are a few examples of questions you might want to ask:

• What does the job involve?
• When would you need me to start work?
• What are the hours of work?
• Is weekend work required?
• Do you expect staff to work shifts?
• What is the starting salary?
• Is there any overtime?
• What are the chances of the contract being extended? (This will only be useful if the job is based on a fixed-term contract. This means it’s limited to a set period of time, such as 6 months or 1 year)
• What are the prospects for promotion?

Remember it’s unlikely you would need to ask all of these questions or even get the chance to! What you ask will depend on what information is already in the advertisement, and on the way the phone conversation develops.

Listen carefully

• Give the other person time to speak.
• Listen carefully to what he or she says and take notes, such as the time and place of the interview.
• Don’t be afraid to ask the person to repeat something if you don’t catch what they have said, or to spell out names that are unusual.

Confirm

At the end of the call, repeat the details of any arrangements you’ve made to the person you are speaking to, to make sure that you’ve written them down correctly.

Finally, if you don’t already know it, ask the person you have been speaking to for their name – and thank them for their time.

Now have a look at:

1. the section on coping with typical problems on the phone
2. the two role plays.

Worksheet 1: Phone call checklist

My personal details

Name: .................................................................................................

Address: ..............................................................................................

......................................................................................................................................................................................................................

Post Code: ..........................................................................................

Main Phone No:  ....................................................

Mobile Phone No: ……………………………………………………………

Email Address: ……………………………………………….

Date of Birth: ........................................................................................

School Attended: ................................................................................... Leaving Date: .......................................................................................

Job Information

Questions to ask

Notes

Typical problems on the phone

Think how you would cope with the following problems. We’ve made some suggestions.

Role Play (1)

Few people make the perfect phone call, but this is a good effort …

KIRSTY:                 Good morning. Can I speak to Mr. Brown - extension 208 please?

Good, Kirsty had a name and extension. This saves time.

RECEPTIONIST:      I’ll try to connect you.

KIRSTY:                 Is that Mr. Brown?

Kirsty checked she had the right person.

MR. B:                    Yes.

KIRSTY:                 Hello, my name is Kirsty Mackinnon. I’m phoning about the job advertised in the Daily News. I believe you’re looking for a call centre agent.

She introduced herself and explained how she found out about the vacancy.

MR. B:                    Yes, that’s right. Have you had any call centre experience?

KIRSTY:                 Not exactly, but I've had experience dealing with customers on the phone through my Saturday job and my work experience placement.

Kirsty briefly explained why she would be suitable - she made the most of her experience.

MR. B:                    Are you still at school just now?

KIRSTY:                     Yes, but I'm due to leave next month.

MR. B:                    Oh well, I really wanted someone with a bit more experience … (silence).

KIRSTY:                 Yes, I understand, but I've had a Saturday job for two years in a newsagent and this has given me a lot of customer service experience.  Then last year I was on was work experience in an insurance office, which got me used to dealing with people on the telephone. If I could come up and see you I’d be happy to tell you about the skills I’ve built up in the past couple of years.

Kirsty showed enthusiasm and wasn’t put off.

MR. B:                    OK, I might as well see you. You know where we are, do you?

KIRSTY:                 On the corner of Main Street …

MR. B:                    No, we’ve moved premises. We’re on the new estate … Findle Road … Do you know it?

KIRSTY:                 Did you say a single road …?

MR. B:                    No Findle … with an F - F for Freddy I. N. D. L. E …

KIRSTY:                 Yes, I’ve got that. I’ll find it on the map.

MR. B:                    Can you be here today for 12 noon and report to reception?

KIRSTY:                 Yes, that’s fine. So 12 noon and report to reception. Thank you for your time. I’ll look forward to meeting you …

She confirmed details and thanked the employer.

Role Play (2)

Sometimes it’s not so easy and you’ve got to be persistent …

JIM:                       Hello, can I speak to someone in the hairdressing department, please?

Jim explained the department he wanted.

RECEPTIONIST:      Who would you like to speak to?

JIM:                       I’m sorry - I don’t have a name, but I’d like to speak to the person who deals with applications for hairdressing apprenticeships.

He clearly highlighted who he needed to talk to.

RECEPTIONIST:      What would you like to know?

JIM:                       I’d like to know more about what the training involves and whether I’d spend any time at college. And, I’d like to know whether all my NQ units would count if I apply.

RECEPTIONIST:      Oh I see … well, we’ve got a leaflet about the training programme. I’ll send you one.

JIM:                      Actually I’ve got a copy of that, but I’d like some more detailed

information.

Jim wasn’t put off.  He was quite determined to be put through to the department and his persistence paid off.

RECEPTIONIST:      Hold on … I’ll see if Mrs. Lindsay is available.

JIM:                       Who is Mrs. Lindsay?

RECEPTIONIST:      She recruits the trainees.

JIM:                       Thanks, that would be really helpful …

Applying by phone

Top Tips

Before you phone

• Be prepared:

·         Have you read the advertisement carefully?

·         Have you found out about the company?

·         Who do you want to speak to?

·         Which department?

·         Is there an extension number?

·         What is the name of the vacancy you are interested in and has it a reference number?

·         Have you thought about what you are going to say?

·         Are there any questions you want to ask?

·         If you are going to use a mobile make sure you have enough credit, good

 reception and that your phone is fully charged.

·         If you’re going to use a payphone, check that you’ve got enough change, or that your phone card has enough credit left.

·         Have a pen and paper handy to take down details.

·         Keep your CV or Phone Call Checklist handy.  The employer might ask you for

information.                                                                                                                                                                                                                                                                                                                                                                                                                              

When you are on the phone:

·         Ask for the person or section you wish to speak to

·         Check you’ve been put through to the right person

·         Introduce yourself

·         Explain the job you’re interested in and how you heard about it

·         Speak clearly and don’t be afraid to ask the person to repeat something you did not hear correctly

·         If you’re offered an interview, make a note of the date, time, place and the name of the person you will see

·         Read this back to the employer to check you’ve got it right

·         Be prepared to answer questions and, if necessary, to ask them too.