You know how to handle incoming calls in a customer friendly way but it's worth checking that all your colleagues are equally experienced.

1. Listen to how colleagues answer incoming calls and see whether improvements/suggestions should be made.
2. Consider whether a script is appropriate, or maybe a quick training session.
3. Agree the maximum number of rings before a call must be answered
4. Check that your voicemail message is still appropriate, and customer friendly
5. Consider whether calls should be transfered to an external telemarketing resource, whenever the office is closed.