PRACTICAL HANDBOOK – COURSE ON BPO’S
Using role play method practice the customer handling procedure
10 Marks (24 Periods)
Telephone handling skillsKey points to be remembered;
TELEPHONE HANDLING SKILLS
The place where we provide telephonic customer services is called a contact centre or acall centre. There are two main types of call centers: - inbound and outbound
Inbound Contact Centre: -
An inbound call center takes incoming calls. Inbound callcenters can be customer service departments, tech support numbers, sales inquiriescoming from a published number on a website, complaint hot lines, service departments,or even your receptionist if you only have one published number.
The major functions handled in inbound call centers include the number ofcalls being handled, the quality of these calls, and how these calls were handled ordirected.
Outbound Contact Centre:-An outbound
call center makes calls to outside parties. Foroutbound call centers, some major applications include sales, marketing, confirmations,fund-raising and quality control.
The agents are required to make calls, for collections, sales or marketing,etc.
Skills required for handling calls:-
Active Listening Skills
Problem Solving Skills
Task rapport Balance
Customer Service Skills