Everyday situations
How to talk on the phone in English
B1
Answering, finding out who is calling, transferring, leaving a message, ending the call: the basic phrases you need so you don't panic.
Quick answer
The phone is the most stressful way to use English: no gestures, no faces, fast speech, and no time to think. But 90% of a work call or a customer service call follows a very predictable script: you answer, find out who is calling, transfer the call or take a message, then finish. Learning ten phrases, instead of translating everything in your head, makes a huge difference. A cultural point: in professional English, people always say who they are (This is Emma from accounting), thank the caller (Thanks for calling) and avoid awkward silences (they fill them with Let me see… or Just a moment).
Step by step
Each step follows a typical conversation. Lines marked “or” are other possible answers, depending on the situation.
1. Answering the phone
Say who you are straight away: this is normal in English.
- You
Good morning, ACME Ltd., Emma speaking. How can I help you?
Formal→ The standard way to answer a company phone.orHello, Emma speaking.
Neutral→ The natural way to say who you are at once.orACME, this is Emma.
NeutralorHello?
Informal→ Only at home, never at the office. - Other person
Hi, I'm calling about an order.
- You
Who's calling, please?
orMay I ask who's calling?
Formal - Other person
Hi, this is John from BCD Corp.
→ This is, never I am, to say who you are on the phone.
2. Finding out who is calling and who they want
This is, not I am. The phone has its own words for saying who you are.
- You
Hello John. How can I help you?
- Other person
Could I speak to Mr. Smith, please?
FormalorIs Mr. Smith available?
Neutral - You
May I ask what it's about?
Formal - Other person
I'm calling about the order from last week.
orI'm returning his call.
3. Asking someone to wait or transferring the call
Three key verbs: hold, put through, transfer.
- You
Just a moment, please.
FormalorHold the line, please.
FormalUKorCould you hold, please?
NeutralorHold on a second.
Informal - Other person
Of course, thank you.
- You
I'll put you through.
FormalUKorLet me transfer you to him.
FormalUSorI'm afraid the line is busy.
Formal→ Another possible answer: the person cannot take the call.orHe's on another call right now.
- Other person
OK, could I leave a message?
4. Leaving or taking a message
The most useful routine: take a message or ask the person to call back.
- You
He's not available right now. Could I take a message?
Formal - Other person
Yes, could you ask him to call me back, please?
orYes, could you tell him I called?
- You
What's your number, please?
- Other person
It's 020 7946 0958. My name's Brown.
- You
Could you spell that, please?
→ A good habit: ask people to spell names and emails. - Other person
B-R-O-W-N.
- You
Let me make sure I got that right. Brown, 020 7946 0958.
Formal - Other person
That's right, thank you.
- You
I'll make sure he gets the message.
Formal
5. Dealing with a bad line
Survival phrases for when the line is bad or when you don't understand.
- Other person
So the delivery will be on Thursday, between nine and twelve.
- You
Sorry, you're breaking up.
→ A common phrase: the signal is bad and you can't hear the person well.orSorry, the line is bad. Could you speak up, please?
Neutral - Other person
Is that better? I said Thursday, between nine and twelve.
- You
Sorry, I didn't catch that.
orCould you repeat that, please?
FormalorCould you speak more slowly, please?
Formal - Other person
Hello? Are you still there?
- You
I think we got disconnected. I'll call you back.
6. Ending the call
Always finish by saying thank you: people expect it.
- You
Thanks for calling.
Formal→ The standard last phrase in a work call. - Other person
Thank you. I look forward to hearing from you.
Formal - You
Have a great day!
- Other person
You too. Goodbye.
FormalorBye!
InformalorTalk to you soon.
Informal
Useful vocabulary
Making a call
- to call / to phoneto contact someone to talk
- to call backto phone someone again later
- to ring (sb)(UK)to phone someone
- to pick up / to answerto take a call when it rings
- to hang upto end a call
- to put through / to transferto connect a caller to someone
- to hold (the line)to wait without ending the call
- to leave a messageto record words for someone absent
Communication problems
- the line is busy / engagedsomeone else is on the phone
- a bad connectiona weak signal, hard to hear
- to be cut off / to get disconnectedwhen a call suddenly stops
- to break up (voice)when the voice keeps cutting out
- voicemaila recorded message service
- to leave a voicemailto record a message after the beep
- an answering machinea machine that records messages
- a wrong numbera call to the incorrect person
Phone words
- a landlinea phone fixed to a wall
- a mobile / a cellphonea phone you carry with you
- a phone numberthe digits you dial
- an extensiona short internal office number
- a switchboardwhere office calls are connected
- a receptionistthe person at the front desk
- an area codethe first digits for a region
- a conference calla call with several people
UK vs US: what changes
| You want to say… | UK | US |
|---|---|---|
| Someone else is using the line | The line is engaged | The line is busy |
| The phone you carry with you | A mobile (phone) | A cellphone / a cell |
| Passing the call to someone | I'll put you through | I'll transfer you |
| Phoning someone (informal) | I'll give you a ring / a bell | I'll give you a call |
| The first numbers for a town or region | Dialling code | Area code |
Common mistakes to avoid
1. I am Emma on the phone ❌
On the phone, don't say I am Emma to say who you are. Say This is Emma or Emma speaking. The same rule works when you leave a voicemail: Hi, this is Emma from accounting, not I am Emma.
2. Who are you? ❌ to ask who is calling
On the phone, Who are you? sounds rude, even aggressive. To ask for the caller's name politely, say Who's calling, please? or May I ask who's calling? (more formal). And to ask the caller to wait, say Hold the line, Hold on or Just a moment.
3. I call you back ≠ I will call you back
A promise to call back needs will. I call you back (Present Simple) sounds childish and is incorrect. ✓ I'll call you back (usually the most polite) or I'm going to call you back. The same goes for I send you the file → I'll send you the file.
4. Phone numbers: zero or oh?
In British English, you say each number one by one and say 0 as oh (like the letter O). In American English, you can say zero. 020 7946 0958 → oh two oh, seven nine four six, oh nine five eight. Two same numbers can be grouped: 020 4488 → oh two oh, double four double eight (UK).
5. Sorry, I don't understand sounds too blunt
In professional English, it is better to say that you didn't understand, but in a soft way. ✓ Sorry, I didn't catch that, Could you repeat that, please?, The line isn't great, could you say that again? ✗ A direct I don't understand sounds abrupt and puts the blame on the other person.
Practice quiz
Related pages: On the phone
Pages on a similar topic or with a similar use, so you can keep exploring.
What's next?
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Frequently asked questions
How do you answer the phone in English?+
There are three styles. At home: Hello? For a personal call: Hello, Emma speaking. At work: Good morning, [company name], [first name] speaking. How can I help you? In English, people almost always say their name when they answer.
How do you ask someone to wait on the phone?+
Say Hold the line, please (formal) or Hold on (informal). You can also say Just a moment, please or Could you hold, please? These phrases ask the caller to wait without ending the call.
Is it “I am Emma” or “This is Emma” on the phone?+
Say This is Emma or Emma speaking. Never I am Emma: on the phone, English uses this is to say who is speaking. The rule works at the start of every call, and also on a voicemail (Hi, this is Emma. I'm calling about...).
How do you leave a voicemail in English?+
Use three parts. 1) Say who you are (Hi, this is + name + from + company). 2) Give the reason for your call (I'm calling about / regarding...). 3) Ask for a call back and give your number (Could you call me back at...? My number is...). Finish with Thanks, have a great day.
How do you say a phone number in English?+
Say each number one by one, never in tens. 0 is oh (UK) or zero (US). In the UK, you can group two same numbers: 44 → double four; in the US, people just say four four. Example: 020 7946 0958 → oh two oh, seven nine four six, oh nine five eight.
How do you say you will call someone back?+
Say I'll call you back: a promise needs will. You can also say I'll get back to you (I will contact you again later). Never say I call you back in the Present Simple: it sounds childish and it is incorrect.
Updated on 12 November 2026 by the Big Challenge teaching team. Every year, more than 500,000 students across Europe take part in our English contest, created in 1999. Our teaching approach →
The Big Challenge · Updated on 12 November 2026 · Source: www.thebigchallenge.com/bl/academy/learn-english/situations/on-the-phone
© The Big Challenge. Copying allowed for classroom use. Every year, more than 500,000 students across Europe take part in our English contest, created in 1999.