This internal knowledge base (KB) article aims to provide project managers with guidance on how to take calls with clients on Upwork.
As a project manager on Upwork, effective communication with clients is crucial for project success. Taking calls with clients provides an opportunity to build relationships, clarify project requirements, address concerns, and ensure a smooth collaboration.
How to Initiate a call or share the meeting slot with the client
Open the thread of the client message on Upwork by navigating to Messages and then click on the “Phone icon” on right side of the screen.
From here now you can choose the option to initiate a zoom call/normal call or share the meeting slot with the client to choose from.
The project manager should make it a practice to record feedback calls and share them with the team to ensure there is no communication gap. However, it is important to note that these recorded calls should not replace the habit of having live discussions with the team to thoroughly discuss and address every feedback. The purpose of the recorded calls is solely to prevent any potential communication gaps, but active engagement and real-time conversations with the team should remain a priority.
Introduction:
Preparation:
- Familiarize yourself with the project: Before the call, thoroughly review the project details, scope, milestones, and any existing documentation or messages to ensure a clear understanding of the client's requirements and expectations.
- Confirm call logistics: Verify the scheduled call time, time zone, and preferred communication platform (e.g., Upwork messages, voice call, video call) with the client. Confirm that you have the necessary software or tools required for the call.
- Gather relevant information: Prepare a list of questions or topics you need to discuss during the call. Take note of any specific concerns or issues that need attention.
Professionalism and Communication:
- Be punctual: Respect the agreed-upon call time and strive to be punctual. If you anticipate being late, notify the client in advance and propose a new time if necessary.
- Make the client feel comfortable and establish a professional rapport.
- Active listening: Pay close attention to the client's comments, questions, and concerns during the call. Take notes to ensure you capture all important details accurately.
- Speak clearly and concisely: Use a professional and clear speaking voice. Avoid jargon or technical terms that the client may not be familiar with. Ensure your explanations are concise and easily understandable.
- Professional tone and demeanor: Maintain a professional and respectful tone throughout the conversation. Remain calm and composed, even if faced with challenging or difficult situations.
- Seek clarification: If you are uncertain about any aspect of the project requirements or the client's expectations, don't hesitate to ask for clarification. It's better to address potential misunderstandings upfront.
Post-call Follow-up:
- Document the call details: After the call, promptly document the key discussion points, decisions, action items, and any new requirements or changes.
- Share meeting minutes: If appropriate, share a summary of the call with the client for their reference.
- Follow up on action items: Track and follow up on the action items assigned during the call. Ensure timely execution and update the client accordingly.
- Continuous communication: Encourage ongoing communication with the client between calls. Promptly respond to messages or queries to maintain a strong client relationship and address any emerging issues.
Conclusion:
Effective communication through calls is a vital component of successful project management on Upwork. By following the guidelines outlined in this knowledge base article, project managers can engage in productive and meaningful conversations with clients, fostering trust, collaboration, and project success. Remember, each call is an opportunity to strengthen client relationships and demonstrate your professionalism as a project manager.
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Submitted by Sandeep Kumar on 19th May 2023