Switchboard Operator Standards
Standard 1
All calls to be answered by the third ringMeasure : Audio monitoring
Standard 2
A minimum of 45 calls to be answered each hour (given available traffic)Measure : PABX operator PEG counts and/or Extension Summary report by console numbers
Standard 3
Phrases
External calls - "Good morning/afternoon, University of Melbourne"Internal calls - "Switchboard (operator name) speaking"
Call on hold or delay in accessing data - "Thank you for waiting"
No answer on extension - offer indial number or reception/secretary
No answer on departmental number - offer indial number or ask if caller wishes to be connected to a particular person
Measure : Audio monitoring
Standard 4
Calls to be extended to correct extension first timeMeasure: Audio monitoring