Freelance IT Engineer: Programmer answering phone calls and working at a software company?


Do programmers at IT software companies have to answer the phone as part of their job? Speaking of programmers, the main tasks are programming and bug fixing. However, depending on the actual project involved, it is not uncommon to have to deal with phone calls. Many programmers dislike this, but what is the reality?

Do programmers answer the phone?

Unfortunately, even programmers are required to answer phones as part of their job. However, not all workplaces. This depends a lot on your work environment. Specifically, the items are as follows.

Project scale

In the first place, if the number of people involved in the project is 2 or 3, there is a good chance that you will be able to answer the phone. It is quite possible that you will receive a call from a client and answer an inquiry. With just a few people, it’s not uncommon for you to be the only one available when someone is absent.

role in the team

In your role on the team, you will often be the one answering the phone. I can’t say anything because it depends on the composition of the project and the composition of the members. If you are in charge of handling problems or dealing with clients, there is a high probability that you will be in charge of telephone calls.

Project management and coordination

If you are a project leader or manager on a team, you will need to take the initiative in answering calls. The leader class is in charge of liaison with clients. Request hearings regarding schedule management and feature implementation may be conducted over the phone. Software Co., Ltd.’s systems department offers a wide range of web services, but also provides telephone support.

A company without a call center

Large companies have call centers and solution departments that specialize in internal and external services, but many small and medium-sized companies do not have the same scale as government offices or schools. In such cases, a programmer may be required to handle the work. Please note that you may not have automatic response settings.

Cases where programmers make mistakes while answering the phone at work

Most programmers are completely new to answering phones. Therefore, there are many cases where simple things can be done, so be careful. The worst thing you can do is react too slowly or not. It’s better to avoid it because it annoys the other party.

forget requirements

This is a mistake you shouldn’t make, but people often forget to ask about the phone’s requirements. There are also cases where you have just listened to the details, accepted the application, and then forgotten the requirements. I’m busy when I’m working, so I tend to take phone calls too. If it’s a holiday, you won’t receive a phone call, but if it’s a weekday, the sales staff will usually answer the call, so you tend to let your guard down.

Confuse internal and external lines

When you think the phone is an internal line, it’s an outside line, or vice versa. I thought it was a call from a client, but it turned out to be someone from the same company.

I don’t know how to connect the extension

There are many cases where people get confused because they don’t know how to connect extensions. In this case, it would be wise to call back later or say that the person in charge is off and run away. If you spend too much time, you will annoy the other person. Employees become even more confused when they receive multiple calls.

I don’t know who is in charge

It’s good to hear the name of the person in charge by nomination from the client, but there are many cases where I don’t know which department. In that case, there is nothing you can do about it, so it would be wise to call back later or say that the person in charge is off and run away.

How programmers can avoid phone calls at work

To begin with, most programmers dislike answering phone calls. Therefore, it is preferable to choose a job that does not involve answering the phone. You can’t do that with a regular employee. If you are a full-time employee, you cannot refuse. Freelancing is recommended. If you are a freelancer, you just need to make it impossible to answer the phone when you have the desired conditions in the first place. Agents are very convenient because they will get you a job on that premise, so I recommend using them.