Call Handling SOP

Last Updated: July 6, 2026

Purpose 

To ensure every caller receives a professional, friendly, and consistent experience.

Policy

All calls must be handled in a courteous, professional manner that reflects Baldor standards. If an answer is not immediately available, follow up or escalate as needed.

Procedure

1. Answer Promptly
   • Answer calls within three rings whenever possible.
2. Greet the Caller
   • Use a friendly and professional greeting.
   • Example: 
     • "Good morning/afternoon, thank you for calling Baldor Customer Support. This is [Name]. How may I assist you today?"
3. Assist the Caller
   • Listen carefully without interrupting.
   • Speak clearly and professionally.
   • If you do not know the answer, advise the caller you will look into it or connect them with someone who can help.
4. Hold and Transfers
   • Ask permission before placing a caller on hold.
   • Inform the caller before transferring and explain where they are being transferred.
5. Close the Call
   • Confirm the caller’s needs are resolved
   • Ask if they need anything else.
   • Thank them for calling.
   • Example: 
     • "Is there anything else I can help you with today? Thank you for calling and have a great day."