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Use a Telephone and Voicemail System - Level 1


Price is per online user of this course. Applicable EU VAT is added.

The aim of this unit is for you to learn the skills to deal with calls using the telephone or other electronic equipment.  You will learn how to identify and use the correct protocols when making and receiving calls and learn the procedures that must be followed.

You will understand the importance of reporting faults, following security and data-protection procedures.  You will also develop your knowledge of how to create a positive impression while making and receiving calls so that you follow your organisation’s procedures.

This  Level 1 course, from the Business Administration Level 2 suite of online courses, is mapped to UK National Occupational Standards BUS6, K/506/1796.

See below for further information.

Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:

Five stage learning process


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Explain the importance of following organisational standards for telephone communication and fault reporting
  • Outline how a caller’s experiences affect their view of an organisation
  • Understand how to transfer calls, take or leave messages, delete voicemail messages
  • Describe security and data protection procedures when using a telephone system
  • Describe how to operate effectively when making and receiving telephone calls, dealing with messages, and using voicemail systems whilst representing an organisation in a way that meets the required standards and guidelines

Course Content

i-ACT: Using Telephone Systems

  • i-Ask: Factors to Consider When Using Telephone Systems
  • i-Ask: Giving Excellent Customer Service
  • i-Ask: What to Do When It Goes Wrong
  • i-Check: Factors to Consider When Using Telephone Systems
  • i-Check: Giving Excellent Customer Service
  • i-Test: Using Telephone Systems

i-ACT: Making and Receiving Calls

  • i-Ask: Factors to Consider When Making and Receiving Calls
  • i-Ask: Making Conference Calls
  • i-Check: The Order of the Call
  • i-Check: Making and Receiving Calls
  • i-Test: Making and Receiving Calls

i-ACT: Voicemail Systems

  • i-Ask: Factors to Consider When Using Voicemail Systems
  • i-Ask: What to Do When Things Go Wrong.
  • Voicemail Systems
  • i-Check: Using Voicemail Systems
  • i-Test: Using Voicemail Systems

i-Practice: Making a Call

  • i-Practice: Making a Call to a Lead Customer and Leaving a Message
  • i-Practice: Making a Call to a Lead Customer and Leaving a Message (Assessment)
  • i-Practice: Making a Call to a Lead Customer to Renew the Contract
  • i-Practice: Making a Call to a Lead Customer to Renew the Contract (Assessment)

i-Practice: Receiving a Call

  • i-Practice: Receiving a Call
  • i-Practice: Receiving a Call (Assessment)

Organisational Licensing

The suite of Business Administration courses is available as an organisational licence – please enquire for details by emailing enquiries@elearningmarketplace.co.uk or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email enquiries@elearningmarketplace.co.uk.

Additional information






Available for immediate enrolment



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