Answering and Ending Phone Calls
All staff must answer calls in a manner that is consistent and promotes excellent customer service.
When a call comes into the Department, you must answer the phone with the following greeting: “Thank you for calling DTA. How can I help you?” If case specific information is requested, you must always verify the caller’s identity to ensure client confidentiality.
- Authenticated clients must confirm their full name, date of birth, and address.
- Unauthenticated clients must confirm their full name, SSN or APID, date of birth, and address.
When concluding a call, you must ask whether there is anything else you can help with. If not, conclude the call by saying “Thank you for calling DTA. Have a nice day.”
Once the call has ended, you will see that you are now in an After Call Work status. There is no countdown timer; once you have completed all of your work in BEACON and written a narrative, you must select the disposition reason for the call that best applies and click Set Disposition. This will make you available for new calls immediately, unless you change you ready state beforehand.
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Last Update: August 3, 2023