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Call Center 101 Success Secrets

Call Center 101 Success Secrets

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Published by Emereo Publishing
There has never been a Call Center manual like this. Call Center 101 Success Secrets is not about the ins and outs of Call Center. Instead, it answers the top 101 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This guidebook is also not about Call Center best practice and standards details. Instead it introduces everything you want to know to be successful with Call Center. A quick look inside of the subjects covered: Understanding the Effects of Good Customer Service in Increasing Sales in Call Centers, The Road to Becoming a Call Center Manager, Supervisor and Group Leader, Why You Need Call Center Support, Why Choose Call Center Careers?, Conquering Challenges of Call Center/Customer Service Managers, Why Managers Have to Re-Examine Customer Call Center Policies, The Requirements for the Manager Call Center Position, The Need to Train a Call Center Agent, Call Center here at your Service, Customer Service And Call Center: A Solution To Satisfy Your Customer Needs, Why Call Center Solutions Are Important to Everyone, The Computer Help Desk Call Center - An IT Service Provider, The Operation in a Call Center, The Different Types of Call Center Management Jobs, The On-the-Job Duties of A Call Center Rep, Qualities of a good Customer Service Representative in a Call Center, What You Need To Know About Call Center Management, Standard Requirements for A Call Center Agent Applicant, Call Center Jobs Taking Chances on a Call Center Career, The Importance of an Office Call Center, The Advantages Of Work From Home Call Center, Call Center Operations Managers And Service Quality, Problems Encountered in Management Inbound Call Center Organizations, Call Center Guarantees Profit and Collection Generation, The Qualities of a Call Center Vice President, What Is Required From a Customer Service Representative Call Center Applicant?, Who Offers Virtual Call Center Employment Nowadays?, The Qualities of an Effective Call Center Financial Services Representative, Call Center Pricing Is Affordable, Call Center Consulting For Your Company, Call Center And Customer Service: One And The Same, Why You Need A Call Center Furniture, The Services In a Call Center, Let the Customer Service Call Center Handle your Customers, Inside Sales and Telephone Sales in a Call Center, The Main Responsibilities Of Call Center Managers, How A Customer Service Call Center Manager Should Hire Agents, Manage the Telemarketing of Products through Call Center, and much more...
There has never been a Call Center manual like this. Call Center 101 Success Secrets is not about the ins and outs of Call Center. Instead, it answers the top 101 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This guidebook is also not about Call Center best practice and standards details. Instead it introduces everything you want to know to be successful with Call Center. A quick look inside of the subjects covered: Understanding the Effects of Good Customer Service in Increasing Sales in Call Centers, The Road to Becoming a Call Center Manager, Supervisor and Group Leader, Why You Need Call Center Support, Why Choose Call Center Careers?, Conquering Challenges of Call Center/Customer Service Managers, Why Managers Have to Re-Examine Customer Call Center Policies, The Requirements for the Manager Call Center Position, The Need to Train a Call Center Agent, Call Center here at your Service, Customer Service And Call Center: A Solution To Satisfy Your Customer Needs, Why Call Center Solutions Are Important to Everyone, The Computer Help Desk Call Center - An IT Service Provider, The Operation in a Call Center, The Different Types of Call Center Management Jobs, The On-the-Job Duties of A Call Center Rep, Qualities of a good Customer Service Representative in a Call Center, What You Need To Know About Call Center Management, Standard Requirements for A Call Center Agent Applicant, Call Center Jobs Taking Chances on a Call Center Career, The Importance of an Office Call Center, The Advantages Of Work From Home Call Center, Call Center Operations Managers And Service Quality, Problems Encountered in Management Inbound Call Center Organizations, Call Center Guarantees Profit and Collection Generation, The Qualities of a Call Center Vice President, What Is Required From a Customer Service Representative Call Center Applicant?, Who Offers Virtual Call Center Employment Nowadays?, The Qualities of an Effective Call Center Financial Services Representative, Call Center Pricing Is Affordable, Call Center Consulting For Your Company, Call Center And Customer Service: One And The Same, Why You Need A Call Center Furniture, The Services In a Call Center, Let the Customer Service Call Center Handle your Customers, Inside Sales and Telephone Sales in a Call Center, The Main Responsibilities Of Call Center Managers, How A Customer Service Call Center Manager Should Hire Agents, Manage the Telemarketing of Products through Call Center, and much more...

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Publish date: Jun 26, 2013
Added to Scribd: Jun 26, 2013
Copyright:Traditional Copyright: All rights reservedISBN:9781488514807
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Sections

  • The Road to Becoming a Call Center Manager, Supervisor and Group Leader
  • Why You Need Call Center Support
  • Why Choose Call Center Careers?
  • Conquering Challenges of Call Center/Customer Service Managers
  • Why Managers Have to Re-Examine Customer Call Center Policies
  • The Requirements for the Manager Call Center Position
  • The Need to Train a Call Center Agent
  • Call Center here at your Service
  • Customer Service And Call Center: A Solution To Satisfy Your Customer Needs
  • Why Call Center Solutions Are Important to Everyone
  • The Computer Help Desk Call Center - An IT Service Provider
  • The Operation in a Call Center
  • The Different Types of Call Center Management Jobs
  • The On-the-Job Duties of A Call Center Rep
  • Qualities of a good Customer Service Representative in a Call Center
  • What You Need To Know About Call Center Management
  • Standard Requirements for A Call Center Agent Applicant
  • Call Center Jobs Taking Chances on a Call Center Career
  • The Importance of an Offce Call Center
  • The Advantages Of Work From Home Call Center
  • Call Center Operations Managers And Service Quality
  • Call Center Guarantees Proft and Collection
  • The Qualities of a Call Center Vice President
  • What Is Required From a Customer Service Representative Call Center Applicant?
  • Who Offers Virtual Call Center Employment Nowadays?
  • The Qualities of an Effective Call Center Financial Services Representative
  • Call Center Pricing Is Affordable
  • Call Center Consulting For Your Company
  • Call Center And Customer Service: One And The Same
  • Why You Need A Call Center Furniture
  • The Services In a Call Center
  • Let the Customer Service Call Center Handle your Customers
  • Inside Sales and Telephone Sales in a Call Center
  • The Main Responsibilities Of Call Center Managers
  • How A Customer Service Call Center Manager Should Hire Agents
  • Manage the Telemarketing of Products through Call Center
  • Call Center Collections And Customer Service
  • Qualities of a Call Center Representative
  • When Is A Collection Call Center Customer Service Representative Necessary?
  • What Does an Appointment Setter Call Center Part Time Employee Do?
  • How to Prepare for a Call Center Work at Home
  • Get the information you need through Data Entry Call Center
  • The Importance Of Inbound Call Center Software
  • Telemarketing The Essentials to Outbound Call Center Industries
  • The Operators in a Call Center
  • Call Center: An Answer To All Your Queries
  • The Importance of a Customer Care Call Center
  • Call Center Customer Service: Supervisor and Manager Positions
  • Call Center Supervisor Manager for High Tech Companies in Austin, Texas
  • The Importance of a Help Desk Call Center
  • Call Center Jobs: How To Find One?
  • How the Call Center Airline Industry Works
  • Customer Service in a Call Center
  • The Responsibilities Of Call Center Director
  • Customer Service: Duties And Responsibilities Of Call Center Supervisor
  • Call Center Consultants: A Hassle Free Solution To Manage Call Center
  • The Link between Good Customer Service and Call Center Service
  • What is the Nature of the Job of Call Center Agents?
  • Why Call Center Sales Training is Important for New Hires
  • A Short Defnition of A Virtual Call Center
  • Requirements to Become a Supervisor Manager Call Center Employee
  • The Telesales and Telemarketing Manager in a Call Center
  • How to Became a Good Operator Call Center Torino Employee
  • Computer Call Center Help Desk
  • The Many Advantages of Establishing a Call Center Work from Home
  • Taking a Closer Look at Customer Service Offces in
  • How Does a Help Desk PC Computer Call Center Handle Angry Callers?
  • The Features of A Typical Inbound Call Center
  • Do I qualify as a call center help desk agent?
  • The Facts About Call Center Outsourcing
  • The Call Center and its Customer Service
  • Advantages of Online trainings for incoming call center management programs
  • The Difference Between an Advanced Call Center and A Large Call Center
  • Call Center Operations Manager
  • What is a Call Center?
  • The Advantages Of Being A Part Time Call Center Agent/ Staff
  • The Demands Made on the Receptionist Secretary Call Center Frontliner
  • Computer Help Desk in a Call Center Environment
  • Call Center Jobs: Responsibilities Of A Customer Service Representative CSR
  • Call Center Or Customer Service: What It Can Do To Your Company
  • Your Challenge: Being A Supervisor In A Call Center
  • Call Centers Are Not Just For Customer Service
  • Call Center Receptionist A Hand in Sales or in Customer Service
  • Call Center Career: Clerical, Typing And Word Processing Skills A Must!
  • The Nitty Gritty About The Conference Call Center Process
  • Call Center Software: A Great Tool For Call Center Management
  • Call Center Representative: Frontliner In Customer Service
  • The Telemarketing Manager How to Lead Successful Call Center Operations
  • How Call Center Employment Keeps BPO Companies Grounded in Reality
  • Working As A Call Center Customer Service Offce

1

Call Center 101 Success Secrets
Copyright © by Timothy Phelps
Notice of rights
All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Notice of Liability
The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been
taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or
entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions
contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks.
Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations
appear as requested by the owner of the trademark. All other product names and services identifed throughout this
book are used in editorial fashion only and for the beneft of such companies with no intention of infringement of the
trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affliation with
this book.
2
Contents
Understanding the Effects of Good Customer Service in Increasing Sales in Call Centers
5
The Road to Becoming a Call Center Manager, Supervisor and Group Leader 5
Why You Need Call Center Support 6
Why Choose Call Center Careers? 7
Conquering Challenges of Call Center/Customer Service Managers 8
Why Managers Have to Re-Examine Customer Call Center Policies 9
The Requirements for the Manager Call Center Position 10
The Need to Train a Call Center Agent 10
Call Center here at your Service 11
Customer Service And Call Center: A Solution To Satisfy Your Customer Needs 12
Why Call Center Solutions Are Important to Everyone 13
The Computer Help Desk Call Center - An IT Service Provider 14
The Operation in a Call Center 14
The Different Types of Call Center Management Jobs 15
The On-the-Job Duties of A Call Center Rep 16
Qualities of a good Customer Service Representative in a Call Center 16
What You Need To Know About Call Center Management 18
Standard Requirements for A Call Center Agent Applicant 19
Call Center Jobs Taking Chances on a Call Center Career 20
The Importance of an Offce Call Center 20
The Advantages Of Work From Home Call Center 21
Call Center Operations Managers And Service Quality 22
Problems Encountered in Management Inbound Call Center Organizations 22
Call Center Guarantees Proft and Collection Generation 23
The Qualities of a Call Center Vice President 24
What Is Required From a Customer Service Representative Call Center Applicant? 24
Who Offers Virtual Call Center Employment Nowadays? 25
The Qualities of an Effective Call Center Financial Services Representative 26
Call Center Pricing Is Affordable 26
Call Center Consulting For Your Company 27
Call Center And Customer Service: One And The Same 28
Why You Need A Call Center Furniture 29
The Services In a Call Center 29
Let the Customer Service Call Center Handle your Customers 30
Inside Sales and Telephone Sales in a Call Center 31
The Main Responsibilities Of Call Center Managers 32
How A Customer Service Call Center Manager Should Hire Agents 33
Manage the Telemarketing of Products through Call Center 33
Call Center Collections And Customer Service 34
Qualities of a Call Center Representative 35
When Is A Collection Call Center Customer Service Representative Necessary? 36
What Does an Appointment Setter Call Center Part Time Employee Do? 36
How to Prepare for a Call Center Work at Home 37
3
Get the information you need through Data Entry Call Center 37
The Many Career Options Open To An Experienced Call Center Customer Service Rep
38
The Importance Of Inbound Call Center Software 38
Telemarketing The Essentials to Outbound Call Center Industries 39
The Operators in a Call Center 40
Call Center: An Answer To All Your Queries 41
The Importance of a Customer Care Call Center 42
Tips on How to Provide Excellent Customer Service towards an Exciting Call Center
Career 42
Call Center Customer Service: Supervisor and Manager Positions 43
Call Center Supervisor Manager for High Tech Companies in Austin, Texas 44
The Importance of a Help Desk Call Center 45
Call Center Jobs: How To Find One? 45
How the Call Center Airline Industry Works 46
Customer Service in a Call Center 47
The Responsibilities Of Call Center Director 48
Customer Service: Duties And Responsibilities Of Call Center Supervisor 48
Call Center Consultants: A Hassle Free Solution To Manage Call Center 49
The Link between Good Customer Service and Call Center Service 50
What is the Nature of the Job of Call Center Agents? 51
Why Call Center Sales Training is Important for New Hires 52
A Short Defnition of A Virtual Call Center 52
Requirements to Become a Supervisor Manager Call Center Employee 53
The Telesales and Telemarketing Manager in a Call Center 53
How to Became a Good Operator Call Center Torino Employee 54
Computer Call Center Help Desk 55
The Many Advantages of Establishing a Call Center Work from Home 55
Taking a Closer Look at Customer Service Offces in Call Centers 56
How Does a Help Desk PC Computer Call Center Handle Angry Callers? 57
The Features of A Typical Inbound Call Center 57
Do I qualify as a call center help desk agent? 58
The Facts About Call Center Outsourcing 59
The Call Center and its Customer Service 60
Advantages of Online trainings for incoming call center management programs 60
The Difference Between an Advanced Call Center and A Large Call Center 61
Call Center Operations Manager 62
What is a Call Center? 62
The Advantages Of Being A Part Time Call Center Agent/ Staff 63
The Demands Made on the Receptionist Secretary Call Center Frontliner 64
Computer Help Desk in a Call Center Environment 65
Call Center Jobs: Responsibilities Of A Customer Service Representative CSR 65
Call Center Or Customer Service: What It Can Do To Your Company 66
Your Challenge: Being A Supervisor In A Call Center 67
Call Centers Are Not Just For Customer Service 68
Be A Leader In The Call Center Industry Whether You Are A Staff, Supervisor, Manager
Or Director 69
4
Offshore Outsourcing the Call Center Solution for Western Companies 69
Call Center Receptionist A Hand in Sales or in Customer Service 70
Call Center Career: Clerical, Typing And Word Processing Skills A Must! 71
Customer Service And Call Center Jobs: Responsiblities Of Order Desk Supervisors 71
Client Services, Call Center And Customer Service: A Great Solution To Meet Consumer
Needs 72
The Nitty Gritty About The Conference Call Center Process 73
Call Center Software: A Great Tool For Call Center Management 74
Call Center Representative: Frontliner In Customer Service 74
The Telemarketing Manager How to Lead Successful Call Center Operations 75
How Call Center Employment Keeps BPO Companies Grounded in Reality 76
Working As A Call Center Customer Service Offce Support Agent 77
Computer Call Center Help Desk - Coping Up with the Demands of the Call Center
Generation 77
The Life of A Call Center Analyst 78
What Will The Director Call Center Operations Applicant Be Responsible for When
Hired? 80
5
Understanding the Effects of Good Customer Service
in Increasing Sales in Call Centers
When talking about sales and profts, there are two ways on how to measure it.
First is an increase in number of orders or subscriptions, and the other one is an increase in satisfaction
rate from customers.
This is actually a chain reaction wherein all two metrics should be both high at all times to ensure busi-
ness success.
If there is a decrease in the number of satisfed members, then sales will also follow.
Why? This is because a single bad interaction results to multiple damages to the company.
How? This is done through the power of word of mouth where one person who experienced bad cus-
tomer service may tell others about his experience and infuence them not to support the products or
services that the company offers anymore.
This is why it is extremely important to provide excellent customer service in each and every transaction.
One of the strong aces of call centers to increase sales is telemarketing.
However, since some consider it as an annoyance (such as spam or email scams) and others claim
that the products being offered are high compared to actual prices, a law has been passed to promote
customer privacy and protection.
This is the TCPA Telephone Consumer Protection Act of 1991 wherein companies should abide by the
guidelines set forth by various professional associations of telemarketers.
The most popular of which is the Do Not Call policy in which telemarketers are restricted from contacting
participating consumers.
But then again, these limitations have paved the way in improving the telemarketing process.
Still, an up on sales is therefore forecasted.
The Road to Becoming a Call Center Manager,
Supervisor and Group Leader
Working in a call center is such an exciting career and the path to reaching the top of the corporate lad-
der is not as hard as it may seem.
There are a lot of call center agents who reach the manager, supervisor or team leader status in just
barely a year.
Pretty amazing isnt it? However, it takes a lot of discipline and self management skills to get there.
6
First, you need to develop good communication and negotiation skills.
This is the number requirement in making good calls.
Maintain a very friendly but convincing approach when interacting with customers.
Next, you should learn how to maximize your time.
Proper time management is essential to learn how to prioritize and control over your daily activities.
You also need to deal with interruptions wisely.
Such interruptions may include co-employees and other factors that can hinder you from carrying out
your day to day workloads and delivering desired results.
Being organized will defnitely put some limitations in doing unnecessary work behaviors.You also need
to keep your self motivated.
You can do this by giving yourself a time line in reaching your goal and by enumerating certain activities
that will lead you there.
You also need to adjust to certain changes, and learn how to adjust and embrace them by keeping your
goals in mind.Being proactive is also one thing that you should develop.
You should do things that are not really expected of you like doing skills transfers to your co-employees
and sharing best practices in making an excellent call.
Why You Need Call Center Support
Call center services these days vary from different software and technical support.
Call center support includes supply order assistance and full telephone training.
Fast growing call centers do not just focus on size but also concentrates on functionality to be able to
effectively satisfy the needs of the customers.
With numerous businesses that function every single day 24/7, it needs a call center that will support all
software applications, hardware types and major processors.
Call center support today includes telephone training with automatic set up on deployment and manages
customized scripts.
It also involves help with software applications and other business trainings.
There are specialized call center support that consists of terminal upgrades, lease verifcation, data con-
frmation, equipment recovery, and directive industry complaint upgrades.
Call center support can assist your company to identify the recurring issues and trends in their individual
client base.
It can provide you with recommendations to lessen the bulk on monthly calls, which then reduces unnec-
7
essary call center costs.
The mission of call center is to give companies the excellent client support at an affordable cost.
Typically management is torn between cost and quality.
That is why it is important to choose the right call center that will help you maintain your budget yet do
not compromise the quality you can give y our customers.
It is important for companies to beneft from call center support.
With the fast approaching technology, it is essential for organizations to be updated in the latest applica-
tions, systems, trainings and information to appropriately assist and satisfy clients.
Why Choose Call Center Careers?
The projected growth of the global call center technology market this year is $5.5 billion and will have a
steady increase of 6% per year meaning the call center industry stands to beneft too.
This is welcome news to those who are seeking employment as well to those who are just deciding for a
career.
Another good side of this industry is that the requirements are simple that even high school graduates,
those who have no work experience, and housewives could qualify.
Fluency in English and love for interacting with people are the basic requirements.
Not to mention that the remunerations are also attractive.
No wonder that call center careers are attracting many from all around the world.
The call center has become an inevitable part of any business in these modern days of technology.
It exist in all sectors of business like banking, airline, hotel reservations, utilities, manufacturing, secu-
rity, market research, pharmaceuticals, catalogue sales, emergency dispatch, credit collection, and food
service.
It may take the form of an order desk, customer service desk, technical queries (or help desk), and many
more.
The wide range of services provided by call centers makes this career a path that everyone would wish
to tread.
It is one career that is here to stay.
The option of a call center career may be getting positive feedback regarding its rewards; however, re-
cent studies show some criticize it as well.
These criticisms may include the restrictive work practices such as making the agent use or follow a pre-
written script.
8
They also say that stress factors in this career are high, logically because call center agents deal directly
with customers and sometimes angry customers.
And in some cases, the center itself has poor working conditions.
Some agents mention that one cannot even stand to answer the call of nature.
This may have been the reason why in some countries the call center agents have now united and un-
ionized.
Conquering Challenges of Call Center/Customer
Service Managers
A call center is a place where you see a lot of busy people talking, with customers through the phone
that is.
It may seem like an easy job to converse with clients, meeting their needs and resolving each of their
concerns.
Well, think again! A call center job is not as if you are just writing ABCs on a piece of paper.
It takes a lot of hard work and discipline to succeed.
Though it is already given that call center agents are compensated fairly well, emotional maturity
matched with stress and anger management is a MUST.
To land in a call center job, you have to have a strong foundation when it comes to speaking the English
language.
Possessing excellent communication skills is an advantage as you will undergo a series of interviews
and exams to prove your worth.
Some of the things that they usually observe are diction, pronunciation and clarity of voice.
Organizing your thoughts before answering questions during interviews will also help to avoid verbal
ticks such as ums or other expressions.
Though having an American accent is a plus, it is not really a requirement since you will still undergo
training once you have passed the hiring process.
Basic knowledge about computers is also something that they look for.
Come to think of it, in this day and age most people have already experienced using a computer.
The computer will be your best friend when it comes to serving customers because most companies are
making use of software tools to make call center jobs a lot easier.
So given these qualifcations, are you ready to take your chances for a call center job? The call center
industry is very huge, that companies need to hire competent people to take part in such a very exciting
but challenging responsibility.
9
Being a call center manager is a very exciting task since you will get to deal with a lot of brilliant people
everyday.
You get to learn new things and explore new boundaries while you embark on a journey that will surely
change the way you see life in a bigger perspective.
Though it is like a roller-coaster ride at times that you do not know what to expect, still earning the trust
of many is a big plus that you can take control on how things should fow, that is by working with your
colleagues towards business success.
And yes, this is where the challenge comes in.Being in the customer service arena is all about satisfying
customers.
That is why as a call center manager, you need to examine the current work processes to ensure that all
resources are maximized.
You need to coordinate with supervisors or team leaders on how you can improve the current work fow
and determine employee behaviors that create a huge impact on the business.
You may also consider running reports that you can use as a basis in identifying the current opportunities
of employees and implement changes if necessary.
To boost performance, you may also consider coming up with special projects that can motivate employ-
ees in achieving desired results.
You can also work with the quality group in determining the best course of action.
Working with the right people will make it easier for you as a call center manager in providing world class
service to customers.
Why Managers Have to Re-Examine Customer Call
Center Policies
To label an organization a Customer Call Center is to imply that the Customer is the main focus of the
Call Center and the reason the Call Center even exists.
But surprisingly, for many call centers, the Customer is not being paid attention to regardless of which
country the Call Center operates in.For instance, according to a Global Contact Centre Benchmarking
Report published this 2007, certain Key Performance Indicators were shown to be increasing (based on
the 42 countries examined in the report.) These Key Performance Indicators are Agent Utilization (meas-
ured as a percentage of agent talk time) at 59% from the previous level of 57%; Staff Absenteeism which
rose to 11% from just 8%; and Abandoned Calls now hovering at 14% from 13%.These show that agents
are spending more time talking to customers, but are also leaving more calls abandoned.
In connection, the marked rise in absenteeism may either indicate on-the-job stress levels are too high
for agents to cope with, or lack of satisfaction with the job itself and its very nature.Other Key Perfor-
mance Indicators were on the downturn, on the other hand, which were namely, Customer Satisfaction
which fell one notch from 83% to 82%; and SLA (equal to the percentage of calls answered within 10
seconds) which stood at 62% from a high of 71%.
10
Again, these may indicate that agents are too overworked with the volume of calls that they answer per
shift, or they may mean the agents are not focusing on the customer service side of their work.
Perhaps it may also be a good indicator of future employee attrition, eventually.
The Requirements for the Manager Call Center
Position
If you want to become a Manager of a Call Center, you should do your research frst about what that
kind of job really entails that way you are fully prepared for your future duties, with as few surprises as
possible.One of the biggest problems with preparation, though, is that there is presently no educational
institution that provides a Potential Manager with the pre-employment training that she would need.
You usually cut your teeth while doing on-the-job duties.
The experience you get from actual call center situations is the best preparation you will ever get for the
multi-faceted job of a Call Center Manager.The nice part is, if you have considerable experience in pre-
management positions leading up to the Manager Call Center position, that may eventually attract the
attention of head hunters who may later offer you the prized position.
The problem is, though, the compensation should be the last thing you consider when they dangle the
offer to you.A Manager Call Center position requires an understanding that up to 70% of the time, the
call center will be beset by People-related Issues.
The remaining 15% requires an awareness of how to solve CTI Issues, another 15% devoted to Man-
agement Issues, and the last 5% would be about external issues.
In turn, a potential Manager should be prepared to identify her Purpose, Product, Customers, Duties,
and Skills.
If not, the Manager will wind up in the dust heap, forgotten, as another more capable Manager is select-
ed to take her place.
The Need to Train a Call Center Agent
The need for call centers to assist companies in managing their businesses has grown rapidly.
As companies realized that these call centers provide better results to their businesses, training centers
for call centers have proliferated.
Call center can be outsourced even from other countries.
It is believed that outsourcing reduces company’s cost.Trainings are provided to agents to be able to
know on how clients are to be handled.
Call center services varies.
Some caters to providing service in collection, customer service, data entry and sales or telemarketing.
11
Each of this type of service needs to have knowledge of how things are done.
It should be noted that call agents to these call centers are directly communicates with customers.
They are the front iners and the exercise of professionalism should be observed.
Training on how accommodation to incoming calls should be known to future call agents.
It is in training call centers that traffc measurements are discussed so as to make agents realized on
how their performance are also measured.
Some of these traffc measurements can be gauged through the following:1) The average delay that a
caller experience while on queue. 2.The average talk time that should be observed. 3.The average han-
dling time which includes wrap up or hold time. 4.The percentage of the answered calls given a speci-
fed time frame. 5.The number of calls / inquiries that an agent handles in an hour. 6.The amount of time
spent while the customer is put on hold.
With the growing demand for call centers services, call center providers should provide training to its
staff.
Call Center here at your Service
To ensure that customers satisfaction is achieved, companies would have to think of ways in meeting the
needs and wants of their consumers.
While companies would want to improve its product and earn profts, it becomes a necessity for them
to include in their strategies plan for reaching out with their customers without sacrifcing the company’s
productivity.Most companies nowadays, hire the services of a call center to handle their customers
needs and some to have their product be known to the consuming public.
A call center service is an offce that receives and transmits large volume of request made through tel-
ephone.
It operates to manage all incoming product support or information queries addressed by customers.
Telemarketing, clientele and debt collection are done by call center service.
A call center service requires an open workspace for their agents, each agent having a workstation that
includes a computer, a telephone set/headset that is connected to a telecom switch and one or more sta-
tions for supervisors.Call center service is most often availed to interact with customers.
Companies hire staff to work in the call center by bulk.
Some companies require little or no educational qualifcations or experience to its applicants.
But others, demand that wide experience in customer service is an advantage.
For large companies, formal certifcates and thorough recruitment procedures are done.
A call center service is available to improve your company’s operations and reduce costs, streamlining
and providing a standard service for consumers.
12
Make this approach a strategy to support your customers needs.
Customer Service And Call Center: A Solution To
Satisfy Your Customer Needs
Customers have high expectations and more knowledgeable as time goes by.
They would surely want to get better benefts or worth for the money that they buy.
They are becoming demanding to the extent of requiring immediate attention to their inquiries and they
want service to be done as soon as possible.
They simply can’t wait.
Make them unsatisfed and you will be surprised the next morning that you lost hundreds of them.
You need to address their concerns right away, and the only medium to help you carry all these tasks is
through the service of a call center.Call centers are company’s life savior in terms of dealing customers
who demand fast and effcient service.
They are the ones who handle customer complaints and fnds solutions to their queries and issues con-
cerns.
In this regard, staff hired in call center to represent its client’s product or service should be trained to
handling client’s customer callers.
Call center customer service representative should have good communication skills.
The voice quality should be clear and pleasant.
Must be articulate in speaking.
The call center customer representative should possess the telephone personality of friendliness and the
behavior of being patient in understanding and listening to callers needs.
Call center customer service representative are front liners and speak for the client products or service.
Customers react on how you care about them and remember how representatives treated them.
If treated well, they tend to equate these intangibles to good customer service relations thus resulting to
loyalty and continuous patronage to the product or service.Customer service is essential in the business
industry nowadays.
This service is needed before, during and after any purchase of product.
Customer service is needed to improve and develop the degree and level of client satisfaction.
The goal is to keep your customers expectations satisfed.
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Call center is one way of handling your customer service needs in your company.
Call center answers your client queries and can do troubleshooting via telephone.
Customer service today has changed dramatically since call centers were introduced in the industry.
Providing service to your customers today is not only limited to your stores and after offce hours.
Customer service with call centers can now be reached any time of the day, 24/7! This is tremendous
change in dealing with service to customers provided companies with satisfed customers.
A centralized call management intends to enhance the business operation and cut costs, at the same
time provide a consistent, uniform service to your clients.
This method is ideal for huge companies that need a broader support with their clients.
To house a very large customer service base, you will need a huge workstation to accommodate and
host call center operation in one location.
Sometimes call center companies use large warehouses and convert it to offce spaces to host agents,
computers, and operating systems.
Customer service and call centers work hand in hand in managing your client inquiries and assist you in
satisfying your customer expectations.
This will not just improve your service to your customers but it will also generate more income since
more and more people will avail and purchase your product if they see quality services that you offer.
Why Call Center Solutions Are Important to Everyone
The very wide array of client companies from different industries commonly utilizing existing Call Center
Technology may seem insurmountable to serve at a glance.
But modern day technology has made it a relatively simple task for a skilled team of call center employ-
ees.
Some call centers handle a particular area of specialization, depending on the kind of business the client
company is involved in.
However, some companies have opted to hire call centers for their services mainly for practicality like if
this decision would enable the client company to reduce costs in operation.
When there is a problem in handling customers in any area such as services or help desk, the different
types of call center solutions are there to be chosen from.
Call center solutions offer services such as outsourcing, news and articles, and resources (among the
many types of possible services.) A call center solutions provider must be equipped with the state-of-the-
art answering services, handled by capable call center agents (both of the inbound or outbound type) to
remain competitive.
This fourishing industry also means signifcant competition.
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To stay on top of the pack, four basic things must be present in the call center solutions provider com-
pany.
First, courtesy meaning, ideally a call center agent must be courteous no matter what.
She must be able to handle a persistent customer and also a furious one with the same level of courtesy
(and never lose her temper.) Second is accuracy - nothing can be accomplished if the agent submits a
wrong report.
An agent must be able to note down the details of the case so that she and others can fnd a solution for
it.
Fourth, fexibility - the team must be able to be fexible enough to cope with all situations.
And lastly, but not the least, the team must maintain their integrity to remain trusted by the customers
and promote customer satisfaction.
The Computer Help Desk Call Center - An IT Service
Provider
When you want to lessen your budget for patching up problems regarding computer utilization in your
company, you can do so through the information technology function which is known as the Computer
Help Desk.
The Computer Help Desk is often manned by an in-house service provider which enables its employer
(who could be a computer owner, businesses and even government agencies which utilize the computer
as a medium for transactions and business operations) to gain much-needed solutions for their computer
needs.
This means concerned parties can send a report form through e-mail, or fax; issue a request through
telephone (which will then be entertained by the call center rep agent on duty); take part in online web
chat; or visit the website of every computer help desk center.The task of a Computer Help Desk is to
provide knowledge about inquiries and requests for or about computer product installation, usage, trou-
bleshooting, confguration, failed access to software programs, and errors in handling emails and online
applications, the failure of the computer unit to accommodate Internet Access, and problems regarding
the computer hardware (among other related problems).
This unit of the IT Department should be equipped with professional technicians with expertise in com-
puter troubleshooting, confguration, programming, and engineering (particularly with regards to the
hardware.)To gain service from the Computer Help Desk, the user may either go online or be a walk-in,
fll in the form which gives details to the Computer Help Desk, and wait for instructions on how to patch
up computer problems either through oral or printed means.
A Computer Help Desk is the best business tool for enhancing the function of computerization for com-
puter owners while assisting novices in computer usage so computer problems can be resolved in this
easier and more economical way.
The Operation in a Call Center
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A call center is an offce that is centralized and used for the function of transmitting and receiving a huge
volume of requests with the use of the telephone.
The call center is usually operated by a company to manage the support for incoming products and also
inquiries of information coming for the customers.
The outgoing calls for the telemarketing, collection of debt and clientele part of the center are also made.
The collective letter, fax and e-mail handling at one place are referred to as the contact center.
The operation in a call center is done in a wide and open workspace for the call center agents that in-
clude a computer, telephone, headset for each of the agent within the workspace connected to a supervi-
sor station.
It can be operated independently or it can also be networked with the other centers that often connected
to LANs, mainframes, and microcomputers.
The data pathways and the voice into the center are connected through a set of the latest technologies
that are often called the computer telephony integration.
Large businesses often use call centers to interact and relate to their customers.
Some companies use staffs to work in the call center with so many applicants that require no experience
or educational qualifcation.
However, some companies require a lot of customer service experience, formal certifcates, and require
an extensive interview procedure.
The operation in a call center uses a wide variety of technologies to permit them from supervising the
large volumes of work that they have to manage.
The Different Types of Call Center Management Jobs
The term Call Center Management Jobs actually covers a broad range of possible positions that can be
described that way.
The common denominator is that a person who occupies one of these Call Center Management Jobs
would have to manage one of the resources that make up a Call Center (meaning, the people, the IT
systems, and the telecommunication systems, among others.)For example, if you are in the Human Re-
sources or Personnel Departments, that means you would be managing the hiring, training, and eventu-
ally monitoring of the daily progress of the people such as the call center agents.If you are the Director
of the Sales Department, you would be concerned with the management of the Sales of Services of the
Call Center.
This may be part of another department as well, or have overlapping functions like those of the Person-
nel Department.An Account Manager might be covered by the Sales Department or have his own divi-
sion to manage entirely on his own.
He may have to collaborate with the Project/Brand Manager on how to set appropriate service level
standards to meet with regards to customer service quality concerning a specifc product or service.
Anyone who would be applying for any Call Center Management Jobs needs to be able to balance the
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people side of Call Center work with the need to produce the numbers desired by stakeholders like Up-
per Management and Investors.
A Manager who understands the people side can inform agents on how to meet customer needs while
being able to set achievable performance goals for the agents to aspire to.
The On-the-Job Duties of A Call Center Rep
Usually we hear from the career job-fnder ads about the need for Call Center Representatives (often
shortened to the nickname Call Center Rep.) This is a kind of job offered mostly by companies involved
in telecommunications; business process outsourcing (which deals with offering services or knowledge
for the entire load of or numerous customer demands); banking; and insurance.
Government inquiry centers may also rely on Call Center Reps for their activities or programs during
major elections, for disaster management, and to help in fund raising for civic welfare activities.
Outreach programs by recognized charities and non-government organizations may also use the ser-
vices of a Call Center Rep team.
Most of the time, jobseekers fnd the job of a Call Center Rep offered by employers who are engaged
with the telecommunications, banking, and BPO industries though.The working hours of a Call Center
Rep usually spans twelve nerve-racking hours (for full time employees.) In some companies, they re-
quire eight hours from full-timers, and four to fve hours for those working part time.
A candidate for this position must be hardworking, persevering, and profcient in dealing with customer
inquiries.
The prospective Call Center Rep needs to be profcient in communication skills, especially in English,
since many clients are from foreign countries where English is one of the major languages spoken, and
in proper grammar; have a strong grasp of customer service duties; and have thorough knowledge about
the particular product being advertised or the information which should be provided to the customer upon
request.
A Call Center Rep assists customers in a variety of ways depending on customer demands.
The employee will answer a series of calls; provide solutions to the problem of the caller; and encode
much-needed data from the client into a customer data bank (which is necessary to updating the cus-
tomer later on and to add to the company inventory).
The Call Center Rep will also work in processing of inbound calls (usually product orders); telemarketing
of products like ATM cards, loan offers, and insurance promos.
The windfall from this job is that call center companies with huge profts provide their employees very
high pay - those working during the graveyard shift will even get extra hazard pay for their efforts.
Qualities of a good Customer Service Representative
in a Call Center
Call center profession is known to be a fast paced job.
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For one reason, organizations and companies have seen the value and convenience of customer ser-
vice.
This enables them to communicate with their customers and as well as improve their existing product
and promotions.
With the growing number of job openings for Customer Service Representatives (CSR), call centers are
now in great need of experienced professionals.
Customer Service Representatives or CSR plays an important role to effectively complete and perform
the tasks of answering general inquires, invoice verifcation, customer complaints and order response.
CSRs major responsibility includes answering phone calls and responds to whatever the client requests.
Sometimes the CSR are tasked to sell a particular product and enter the client order in the system.
CSR provides the clients with the service and product infos.
With all these information, CSR will utilize it to up-sell and promote the merchandise.
Call centers are looking for people who can research, identify and resolve complaints, and other issues
that concern the customers by using the assistance of computer system.
CSR must also have the skill to research billing issues, complete reports/ call logs and study the misap-
plied payment by the customer.
Aside from that, CSR should be also active in recommending the process improvements to develop and
enhance the procedures.
Getting a CSR job requires basic knowledge in handling computer system, writing, reading, and arithme-
tic.
You dont really need to have a Bachelors Degree to be able to work in a call center.
Usually, they encourage high school graduates, working students and college undergraduates to grab
this opportunity.
Remember to be a successful CSR you have to be well spoken, articulate and patient in handling cus-
tomer queries at all times.Customers have high expectations and more knowledgeable as time goes by.
They would surely want to get better benefts or worth for the money that they buy.
They are becoming demanding to the extent of requiring immediate attention to their inquiries and they
want service to be done as soon as possible.
They simply can’t wait.
Make them unsatisfed and you will be surprised the next morning that you lost hundreds of them.
You need to address their concerns right away, and the only medium to help you carry all these tasks is
through the service of a call center.Call centers are company’s life savior in terms of dealing customers
who demand fast and effcient service.
18
They are the ones who handle customer complaints and fnds solutions to their queries and issues con-
cerns.
In this regard, staff hired in call center to represent its client’s product or service should be trained to
handling client’s customer callers.
Call center customer service representative should have good communication skills.
The voice quality should be clear and pleasant.
Must be articulate in speaking.
The call center customer representative should possess the telephone personality of friendliness and the
behavior of being patient in understanding and listening to callers needs.
Call center customer service representative are front liners and speak for the client products or service.
Customers react on how you care about them and remember how representatives treated them.
If treated well, they tend to equate these intangibles to good customer service relations thus resulting to
loyalty and continuous patronage to the product or service.
What You Need To Know About Call Center
Management
Call center skill is a very important skill and method of centralizing the information services, proving the
quality customer support and controlling the fow of order taking.
To successfully manage and set up a call center, factors such as staff recruitment, staff management and
technical systems are needed to function well.
Customer relationship management is also equally important in effectively managing call centers.
You need to manage and build a good relationship with the clients to maintain the service and encourage
other customers to avail your product.
If you are just starting up a small call center or a customer service department, it is vital for your compa-
ny to have a good call center management to maintain a strong relationship and loyalty form your clients
and have a long term business growth.
There are several companies that depend on call centers today, for it gives fast and cost effective service
to clients.
Part of call center management is choosing the right tools in managing data and information of your
customers and your product.
By using the right tools and system to manage your team and your client, you can reduce related ex-
penses, access the important information easily and guarantees productivity and give quality customer
support and service.
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Part of call center management is call center planning, improving the agent skills, rewarding the agents
according to the performance and rating agents.
The performance management includes the following points:1.Improving and developing the objectives
for agents and defning expectations 2.Continuously observing call center representative operation and
performance. 3.Training and educating agents regularly and improving the skills in communication and
service 4.Rating and rewarding the agents in their performanceThese are just some of the major points
in call center management.
With the proper management, you can successfully handle and manage your team and your customers.
Standard Requirements for A Call Center Agent
Applicant
A call center agent belongs to the front line team of the company.
The way an agent handle a client is the critical part of the job.
There is a specifc function for every person in any business but the call center agent has a duty to act in
behalf of the company and give the best customer service possible.
There are two types of call center agents, namely, the inbound and the outbound call center agents.
Generally, the inbound call center agent responds to the calls or e-mails from the customers.
They do catalog and sales work, customer service, technical support and other help desk support.
The inbound call center agent gets better pay than the outbound agent.
A diploma or a college degree is sometimes required in this position since some highly technical or spe-
cialized information may be handled by the inbound agent.
It is therefore necessary to have a comprehensive and in-depth training for this position.
It is said to be more rewarding and interesting than the job of an outbound agent.
Stress factor is higher for the inbound call center agent which may explain why the turnover in this feld is
high.An outbound call center agent is those who initiate calls to customers.
These are mostly telemarketing- and market-research-oriented activities.
This job requires less demanding proof of educational background, licenses or certifcations from the ap-
plicant for outbound call services.
Basic requirement may include a high school diploma and fuency in English and maybe any other lan-
guage used in the area.
Some companies, however, prefer those with previous customer service background.
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In both types of call center agent positions, a love for interacting with people is a must.
Getting more training coupled with a personal desire for improvement and advancement would dictate
how the agent moves up to higher avenues for advancement.
Call Center Jobs Taking Chances on a Call Center
Career
A call center is a place where you see a lot of busy people talking, with customers through the phone
that is.
It may seem like an easy job to converse with clients, meeting their needs and resolving each of their
concerns.
Well, think again! A call center job is not as if you are just writing ABCs on a piece of paper.
It takes a lot of hard work and discipline to succeed.
Though it is already given that call center agents are compensated fairly well, emotional maturity
matched with stress and anger management is a MUST.
To land in a call center job, you have to have a strong foundation when it comes to speaking the English
language.
Possessing excellent communication skills is an advantage as you will undergo a series of interviews
and exams to prove your worth.
Some of the things that they usually observe are diction, pronunciation and clarity of voice.
Organizing your thoughts before answering questions during interviews will also help to avoid verbal
ticks such as ums or other expressions.
Though having an American accent is a plus, it is not really a requirement since you will still undergo
training once you have passed the hiring process.
Basic knowledge about computers is also something that they look for.
Come to think of it, in this day and age most people have already experienced using a computer.
The computer will be your best friend when it comes to serving customers because most companies are
making use of software tools to make call center jobs a lot easier.
So given these qualifcations, are you ready to take your chances for a call center job?
The Importance of an Offce Call Center
A central offce where all the incoming and outgoing call requests are handled through telephone is
called a call center.
It is managed to provide product support or information replies on inquiries made by customers.
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It also handles outgoing calls on telemarketing, clientele, and debt collection.
An offce or call center is an open workstation where call center agents are employed and each agent is
provided with a telephone set/headset that is attached to a telecom switch.
The workstation is to be supervised by one or more supervisor.
Offce or call centers main objective is to interact with customers and know what they want.
Offce call center works in collaboration with the company and there is sharing information between inter-
nal employees, team members, agents and sales representative.
With the technology they share information without necessarily worrying on the server hardware mainte-
nance and data storage issues.
Call centers were created to answer the needs of companies as well those who cannot be available to
answer customer’s inquiries.
It seeks to provide assistance in answering inquiries especially those customers who live in multiple time
zones.
Call center has allowed customers to get in contact with the company’s customer service even outside
the normal operating hours.
Companies that hire call centers provide 24/7-customer assistance.A company that is concern of provid-
ing customer satisfaction is a committed company.
Offce or call center is indeed a big help to large companies who feel that they owe their customer better
service.
The Advantages Of Work From Home Call Center
With the advancements in information and communications technology, the voice over IP has now be-
come one of the major means of communication for call centers.
Most agents today can work from the comforts of their homes and still become a call center agent.
Many call center companies are employing the services of call center agents who are not really physi-
cally present in their company.Agents who work at home and are being employed by a call center only
have to log-in at a centralized server in order for them to be in a virtual offce.
These agents are all professionals and have undergone extensive training in their chosen feld.
Even though work-from-home call center agents have remote access, voice quality will not be com-
promised.Many employers who hire work from home call center agents pay by the hour regardless of
whether there is an active call or not.
Payments are usually by bank transfers or bank deposits.
After a few months of virtual employment, they can even offer you the same benefts as most big compa-
22
nies minus the hassle of going to the offce and being away from your home.
Today, there is a software specifcally made to support home based agents in their inbound and out-
bound calls.
This will help remote agents to call anywhere in the world.
With the latest technology and advancements in VoIP (Voice over Internet Protocol) it is easier to make
and receive a call to customers.
Call centers these days, deal with problems such as quick turnover of agents and hiring unqualifed
group of agents that can cost you time and money.
By hiring work form home call center agents and staff you can hire talented, home based individuals that
prefer to work from home than go through the hassle of commuting and dealing with call center environ-
ment.
Call Center Operations Managers And Service
Quality
Call center outsourcing has experienced a tremendous growth as companies are gearing towards better
customer service and support.
And handling the service of call center processes is one of the key roles of a call center operations man-
ager.
It is therefore important that the candidate have excellent call center management experience in order
for him to successfully fulfl his duties and responsibilities.The customer of today is demanding a better
quality of service and call center operations managers must be able to face this challenge.
Part of the service that the call center operations manager does is to oversee the overall management of
the team and to make sure that the objectives are delivered.
Sales targets, quality control, cost management are just a few of his many responsibilities.There are
targeted levels of service and part of the responsibilities required of a call caner operations manager is to
oversee its management and administration.
He will, from time to time, evaluate the performance of his team and will have to administer performance
reviews as well as develop a plan on training, staffng and recruitment needs.
As part of the management team, he will be responsible for disciplining and mentoring his staff and
supervisors.
He must track the performance level of his team against expected performance by the management and
act accordingly.While experience in handling call centers is an advantage and will be used extensively,
his team management and leadership quality skills will be more important.
After all, his team will be in the front line of customer service in the call center operations.
Problems Encountered in Management Inbound Call
23
Center Organizations
When the Management of Inbound Call Centers is called into question, it may be because the Manage-
ment chose to reward call center agents for the wrong customer service behavior.Call center agents may
have been advised to prioritize quantity of calls taken over the quality of calls and the end status of the
caller.
This means the customer was not factored into the equation to measure productivity and effectivity only
the number of calls that the call center agents managed to squeeze in during their shifts may have mat-
tered to Management.To such managers, it should not come as a surprise then if customer satisfaction
suffers as a result.
To the customer, what matters is if the Call Center manages to produce the results needed or desired by
the customer regardless of whether the call was a simple product inquiry or a legitimate, and even seri-
ous, complaint.
Even in call centers, the welfare of the customer should rule over statistics like numbers of calls taken
by the agents.Inbound Call Center managers may take a cue from companies in other industries which
have managed to turn around their business because they chose to focus on meeting customer needs
rather than on their theories and statistics.
For instance, Toyota has found that by prioritizing good customer service they were able to improve hard
numbers like earnings and profts.
It also results in repeat sales to the same customers because the customer will base his/her future buy-
ing decision on past experience.The point simply is that Inbound Call Center problems with earnings and
profts can be reduced if not totally eliminated by concentrating on customer welfare rather than blind
devotion to the numbers.
Call Center Guarantees Proft and Collection
Generation
A call from or to a customer if not properly handled can break a company.
People who work in a call center are highly stressed individuals and that careful monitoring of their per-
formance and behavior would be necessary in deciding the continuance of such service to your com-
pany.Call centers that will handle your customer’s needs and collections should be carefully selected.
Call centers that cater customer service has help companies reduced the time of competency of their
support staff as they tend to think of better ways to improve their services.
Customers feel satisfed when their concerns are given priority and attention.
With the call center at hand to help, customer’s loyalty is built up and company’s future expansion may
sure bring future revenuesAs to call centers providing service for collections, it has been found out that
giving a call or follow up call helps a lot in trying to collect from customers.
A call center collection would have to make a call as a follow up to an initial letter sent to your customer.
A courtesy call is made to the company’s debtor.
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This call is to make your debtors be aware that you are serious in making collections from them and that
you intend to resolve the claim by meeting half way or through your terms.Calls from both customer or
collection call centers should be handled with professionalism.
Select the call center that will provide you with excellence service in meeting your customer’s needs and
be able to get back on those bad debts in your company’s records.
The Qualities of a Call Center Vice President
No matter which type of industry your business is in, having the ‘vice president’ title included in your job
description is no easy feat.
With such an important position in the company, you are expected to possess leadership qualities, and
the same thing applies when it comes to being a call center vice president.
In the call center industry, there are a limited number of slots for career advancement.
For example, if you are a call center agent handling technical support calls, you can advance from being
a frst level to a second level technician.
Then, you can move on to a supervisory or managerial position.
These are people who have a team of agents under their supervision.
However, being a call center vice president is an entirely different matter, because you need to oversee
not just the individuals who are handling calls but also the performance of the site.
Here is a quick run-through of the tasks and qualifcations of a call center vice president.
First, you need to have extensive experience in the call center industry.
It would be a plus if you have worked your way from being an entry-level call center agent to a supervi-
sor or a manager.
Second, you will be implementing a set of clear-cut goals to meet the site’s metrics, the client’s require-
ments and your overall business objectives.
Third, you will be analyzing data and the performance of each team to be able to develop strategies that
will ensure the growth of the business as a whole.
All in all, a call center vice president should be knowledgeable about the industry, should have enough
people and time management skills, and should convey an air of authority to lead the call center estab-
lishment to success.
What Is Required From a Customer Service
Representative Call Center Applicant?
A customer service representative of a call center has certain duties and tasks that all applicants for the
position should be aware of before they accept the job.
25
All these duties and tasks require the customer service representative to present an acceptable image
of the company to any customers and third parties that he or she would be in contact with in the line of
duty.The customer service representative will frst of all be required to answer a telephone line assigned
to her so that she can provide the necessary answers to customer queries.
This employee will be selling a product as well, so she will need to be trained in the process of encod-
ing customer orders for the product into the call center computerized order forms and uploading these.In
connection to the product, the customers may have certain in-depth queries such as warranties, product
features, and price ranges for different versions of the product.
The customer service representative would need to know all that, as well as do upsell for the services
and products being sold.
If she lacks the information that is being sought, then standard operating procedures require the custom-
er service representative to transfer the call to the person who is in charge of the process.Tackling the
customer issues at hand will fall under the scope of duties of the customer service representative.
She must then do the necessary data-gathering about each issue so that she can act as needed about it.
If there are any queries that remain unresolved at the end of her shift, then the customer service repre-
sentative should inform her superior so that the customer knows what the status of his case is.Before
handing over any unresolved cases to the next agent on the job, the customer service representative
should fnish all call logs and/or reports frst.Later, the customer service representative may be required
to do data-gathering about billing problems, or misapplied payments.If the employee notices any obvious
trends in the calls that she receives (such as crank calls from someone who uses different names but
has the same voice for every call), proper documentation becomes necessary so that the supervisor can
do something tangible about such calls.
Who Offers Virtual Call Center Employment
Nowadays?
You might be surprised who are the employers who resort to operating virtual call centers nowadays.
On example is the use of virtual call center operations by a psychic hotline.
To man the virtual call center, the psychic hotline issued a call for home-based email dispatchers who
would be working on a regular shifting schedule.
Other home-based employees for the virtual call center that the hotline was asking for were real tarot-
card readers and genuine psychics (though these employees would not be required to work defnite
schedules and could come and go as they pleased online that is.) For the position of Master tarot-card
readers, mediums, clairvoyants, and psychics, applicants have to set a defnite schedule when they are
available for calls but have bonuses and other incentives offered as perks.In the more mainstream range
of virtual call center employment types, you might also fnd work with a gourmet food direct merchant.
You could either be a home-based consultant if you have culinary or food technology skills, or simply join
the team as an ordinary employee.
This may be job positions which are easier to fll compared to the need for actual psychics as stated by
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the frst employer we mentioned.The commonality in virtual call center employment is that you will re-
ceive calls from the public in your home-based location or perhaps from a small offce that the employer
will create for your team.
The advantage with a home-based location is that everyone (including the employer) will fnd their
expenses to be much lower since the employee need not commute to work or even pay for appropriate
clothing to wear to an offce.
The Qualities of an Effective Call Center Financial
Services Representative
If you are interested in establishing a career in the call center industry, there are a lot of different job
positions to choose from, ranging from an entry level position as a call center representative to as high
as a managerial position.
Mostly, call center professionals work their way up from a call center agent to service delivery manager.
It usually depends on how well acquainted you are when it comes supporting customers on your project.
There are different projects that a call center handles.
One of which is fnancial services.
The team who handles fnancial services calls should have at least a brief background when it comes to
banking, fnance and commerce, though this is not a requirement really.
As a matter of fact, you can consider this job as if you are working in a bank, credit card or loaning insti-
tution.
As a fnancial service representative, here are some of your possible duties and responsibilities:(a)Pro-
vides assistance to customers in opening new accounts (b)Processes loan applications (c)Gives general
information about the different programs or promos that the company offers (d)Processes / Cancels
credit card subscriptions (e)Ensures reduction of customer payment delinquency by reminding custom-
ers about their monthly payments and establish arrangements whenever necessary (f)Assists customers
with fraud claims and other account-related issues.Since handling such calls will be a bit challenging at
times due to money issues, a fnancial service representative should display patience and understand-
ing.
You can also use your charm and friendly approach to make customers realize that you are there to help
them with their concerns.
Call Center Pricing Is Affordable
Today is the age of the information and communications technology and a call center is very important in
any business.
We have to admit that whether you are a start up business, a small business, or a large enterprise, hav-
ing a call center to oversee your customer service will really increase your profts and boost your sales.
Outsourcing call centers will also entail some investment on your part.
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And call center pricing will certainly be one of the major things your company will scrutinize.Since call
centers provide a clear line of communication between the company and the customer, having one has
numerous advantages.
The call center agent can handle customer service, sales, after sales support, marketing, database up-
dating, and many more.
But proftability and practicality will always play a key role in call center pricing.
Appropriate pricing for a call center will always be examined carefully by the organization in order for
them to determine whether they are getting the most of their investment.In the years before voice IP and
other low-cost calls, employing the services of call centers were very expensive and could only be af-
forded by the big multi-national corporations.
But with the advent of ICT, call center pricing has been drastically reduced and centers have since
cropped up all over the world.
Professional and reliable call centers are now offering their services at a very affordable and competitive
price.Since a call center will represent your company in their transactions with your clients and custom-
ers, it is very important that aside from call center pricing, you should also scrutinize their services and
professionalism.
Remember, it is always harder and more expensive to fnd a new customer than maintaining an existing
one.
So your customer service should be top class.So if you think your business is ready for a call center,
then outsource one now and watch your business grow even further.
Call Center Consulting For Your Company
There will be times when it seems your company cannot seem to take off in terms of customer service.
Even with acquiring the services of call centers, it seems that you just cant seem to fnd the most eff-
cient way of handling your customers needs.
This is where you should consider hiring the services of call center consulting agencies.Call center con-
sulting agencies are handy solution for your customer service problems.
Typically, with the recommendations and studies they make, they can provide you with the solutions to
identify the areas and department that needs your particular attention for improvement.
While you may not notice it in your own company, most of the time, the problems are easily identifed by
third party consultants who are more experienced in the industry.
Call center consulting agencies assist companies who desire to take their organization to the next level.
Consulting agencies need programs such as call center assessment to verify if your company is on the
right track.
Consultants review the vision, mission, core values and strategy statements and identify how good the
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current structure in call center sustains the objectives of the organization.
Consulting agencies can observe how effective survey forms and methods are.
They can track how successfully the data is applied to develop and enhance your customer service.
Call center consulting can improve the performance of support operations and customer service of your
company.
Other services also include technology design, contact center deign, outsourcing examination and
analysis, and call center training and management.Thus, if you think your business is not growing as fast
as you expected even with call center assistance, then maybe you should try the services of call center
consulting agencies.
Call Center And Customer Service: One And The
Same
Working in a call center is all about customer service.
Maintaining a customer- friendly atmosphere in the organization is the secret to increased sales, collec-
tion, and customer loyalty.
Customer service in all call centers should be world-class and relationships with customers should be
given priority importance in order for the company to immediately respond to the needs of the customer.
Part of a call centers customer service is customer relationship.
A strong customer relationship equals a satisfed customer.
And a satisfed customer always is a loyal customer.
Call center customer service agents should therefore take effort in knowing their customers through
careful listening and collecting feedback.
It should be noted that to provide customer service in a call center, communication is very important.
The call center has a responsibility of entertaining not only satisfed customers but more importantly,
unsatisfed customers.
Hearing what they have to say is an invaluable part of call center customer service.
Resolving customer issues by offering possible options and solutions will prevent further misunderstand-
ings and will eventually turn the unsatisfed customer into a satisfed one.Continuous learning, training
and development should be an essential part in any call center customer service team.
Fortunately there are many online schools and professional sites that cater to this specifc subject.
Many sites offer online training and can provide you with valuable feedback on how you and your com-
pany can improve your call center customer service.So if you want to improve your call center customer
service skills, then go online and train your team without disrupting much of your schedule.
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Online trainings offer the best possible option when it comes to fexibility.
Why You Need A Call Center Furniture
Call center has been benefcial to several organizations.
It has proven great advantages for customer services and managing inquires anytime.
Call center agencies are now established in different locations all over the world, answering queries and
product inquiries wherever you are.
The demand in call centers today has also increased the need for supportive and comfortable furniture
set-ups to aid the customer service representatives in safely accomplishing their job.
It is important for furniture to be fexible and adjustable.
And what most call centers today need to focus on is the chair.
Sitting on uncomfortable chair can give you back pains and worse, it may lead to other back injuries.
The chair is actually a main component on any call center workstation.
Call center furniture like chairs should be adjusted to ft different types of users.
Typically adjustments in height, seat depth, armrest width and height are the very important functions of
a chair.
With the proper call center furniture, agents can now work comfortably and safely.
Table furniture should also be appropriately designed.
Some call center agencies include table with drawers to conveniently place documents and lessen clut-
ter on table top.
Setting up a call center to effectively help your customers requires necessary conditions.
A good call center furniture can also relieve stress and other unnecessary injuries that could take place
in call center agencies.
Aside form that system and application set up are needed to carry out the tasks successfully.
Call center furniture also plays a vital part to fully implement quality customer service.
Believe it or not, it has shown development and improvements on employee productivity.
The Services In a Call Center
The services in a call center demands for a good voice and telephony feature.
Whether the customer is a mobile professional that is rarely in the offce or an expanding business that
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is in need of friendly and affordable personnel to answer their phone calls, call centers provide solutions
that meets the needs of the person or the company.
Once the messages are received from the clients, they are forwarded in different manners like E-mail,
fax, or textmessaging.
Call centers handle all the order processing needs.
The call center agents process the orders of the customer in any time.
Knowing that all calls will be attended by the agent in the soonest possible time gives the client peace of
mind.
Call center offers what they call personalized service that is appreciated by the customer.
The help that is offered by the call center ensures that the calls are routed to the right agent enabling all
calls to be attended at a faster rate that is possible.
By consulting, specialist in call centers help agencies by assisting them with the implementation and
design of call management capabilities that focus on really understanding the needs of the business and
how to develop solutions that are cost effective.
Some features of call centers include highly reliable and advanced services for voice and quality ser-
vices at a reasonable price.
The goal of every call center is to provide reliable and fast services to customers and service levels that
are persistently managed.
Let the Customer Service Call Center Handle your
Customers
A call from or to a customer if not properly handled can break a company.
People who work in a call center are highly stressed individuals and that careful monitoring of their per-
formance and behavior would be necessary in deciding the continuance of such service to your com-
pany.Call centers that will handle your customer’s needs and collections should be carefully selected.
Call centers that cater customer service has help companies reduced the time of competency of their
support staff as they tend to think of better ways to improve their services.
Customers feel satisfed when their concerns are given priority and attention.
With the call center at hand to help, customer’s loyalty is built up and company’s future expansion may
sure bring future revenuesAs to call centers providing service for collections, it has been found out that
giving a call or follow up call helps a lot in trying to collect from customers.
A call center collection would have to make a call as a follow up to an initial letter sent to your customer.
A courtesy call is made to the company’s debtor.
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This call is to make your debtors be aware that you are serious in making collections from them and that
you intend to resolve the claim by meeting half way or through your terms.Calls from both customer or
collection call centers should be handled with professionalism.
Select the call center that will provide you with excellence service in meeting your customer’s needs and
be able to get back on those bad debts in your company’s records.It is certainly fulflling to be able to
achieve your objective in earning profts for your business and at the same time make your consumers
satisfed.
After all, they are the ones that made you realized those big profts and for sure they deserve to taken
care of by meeting their needs.
An unsatisfed customer will stop patronizing your product and worst spread their dissatisfaction with oth-
ers.
You need to be cautious about this and you need to always be ready to have answers to all these com-
plaints.
A large company receives tons of complaints or queries in a day.
You will need in assisting your clients.
A customer service call center should be looked into to provide you with this assistance.
A customer service call center is an offce that receives calls from customers on queries about products
and complaints or problems encountered in the use of the company product.
A quick response is required for customer service call center.
The agents are given information as to the steps on how to deal with customers over the phone.
Customer Service call center agents are monitored in terms of their work performance and how they
handle clients call.Call center customer service is a support system.
It consists of operators that directly handles the inquiries and provide information to callers.
If more assistance is required from caller, the call is referred to a next support staff to resolve issues.
Make your customer a priority and make them happy.
Dont let them wait, for it might take awhile for you to enjoy your proft as well.
Inside Sales and Telephone Sales in a Call Center
A team for feld sales usually focuses on closing their deals and fails to give the right attention to other
important areas of the process of selling like the inquiries and concerns of the other customers.
The purpose of having an inside sales team is to avoid losing some business opportunities since the
whole sales process is skillfully administered from the start up to the end.
Staffng in inside sales involve different issues like recruiting, screening, hiring, coaching, replacing staff,
managing, and more.
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Inside sales and marketing support is made to deliver the function of other marketing departments that
includes lead generation, feld sales appointment setting, profling of the company, follow up calls, email-
ing of all the marketing collaterals, doing the weekly reports, and real time tracking and reporting.
Telephone sales representative in a call center makes and receives the calls on behalf of the client.
They perform according to all the quality assurance standards that are established within the guidelines
of the company and the client.
He/she is expected to meet if not exceed the goals that are predetermined, participate actively in all the
trainings.
They must have excellent communication skills to be able to interact with all the different kinds of clients
that they might encounter.
English language is very much preferred by almost all companies that look for telephone sales agents.
They must have positive techniques in phrasing for customer response giving the right answer for par-
ticular questions of the customers in a pleasant and friendly way.
The Main Responsibilities Of Call Center Managers
There are lots of opportunities in the call centers these days.
There are a great number of job openings that caters mostly to people who are looking for a career in
call centers.
A career as a call center manager requires being enthusiastic and must have experience in managing a
call center and sales team.
One of the main duties and responsibilities of a call center manager is to expand, develop and manage
the team.
A manager in call center should set team and as well as individual targets.
The individual must make sure that these targets are achieved every week.
This includes conducting a process and regular performance reviews.
The characteristics of a call center manager include the ability to be able to motivate and encourage the
team to perform and achieve.
The sense of strong business knowledge and expertise is also needed in this job.
The task of call center manager consists of supervising and having decision responsibility for the team
members.
This may also include the responsibility that concerns creating strategies in handling operations and
tactics.
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Aside from this, the decisions that concerns investments in the program that is demanded by the cus-
tomers and the company are also made by the call center manager.
This individual must build and form a relationship not just with the team members but also with the
client.A career as a call center manager is fnancially rewarding.
You can get as much as $60,000 to $65,000 salary range.
So if you are looking for a job and think this fts your qualifcations, then grab a call center manager job.
How A Customer Service Call Center Manager
Should Hire Agents
We know that many call centers are currently fnding it diffcult retaining customer service representatives
(also known as call center agents.) So how should a customer service call center manager go about hir-
ing call center agents so that they will be happy and stay for the long term?Well, of course all customer
service call center managers should be honest from the start about what the call center agent will be
doing in that job.
The customer service manager must clearly differentiate the duties of an inbound call center agent from
the duties of an outbound call center agent.
For anyone who is curious about the difference, an inbound call center agent position will require the
agent to accept calls from customers who may want information, or have a problem (usually related to
the product or service that is offered) that needs a solution.
The inbound call center agent will also have to receive customer orders to purchase the product or ser-
vice, and perhaps even cross sell.On the other hand, an outbound call center agent position will require
the agent to do lead generation, look for prospects who may be interested in the product or service being
sold, and then offer to sell that product or service to these prospects.The customer service manager may
then ask the applicants to simulate how they would conduct a telephone conversation with a client.
This helps the manager assess the phone personality of the applicant with regards to his/her communi-
cation skills and potential to succeed in this type of job.
Once hired, the job of the customer service manager does not stop there.
The manager must continuously provide training and feedback to the agents so that they know how they
are progressing and whether they actually have long-term potential for their job.
Manage the Telemarketing of Products through Call
Center
Companies’ hire call center services to sell their products or telemarket their products.
Telemarketing is a method of direct selling where a salesperson uses the telephone to solicit customers
in buying the product or services.
Telemarketing may be recorded sales and can be played over the phone through automatic dialing.There
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is a person that needs to head a telemarketing call center service.
This is the telemarketing call center manager.
The manager must have the ability to identify prospective customers that would be called.
The experience and strategies of a call center telemarketing manager are the important factors consid-
ered in selecting a good telemarketing manager for a call center.
Managers should have a way of tracing prospective customers past purchase history, previous requests
for information, credit limit, competition entry forms, and application forms.
Some managers may buy from another company’s consumer database or acquire information from a
telephone directory or another public list.
As a telemarketing manager for call centers you are able to know what your prospective customers
questions are, their concerns and their objections as reported by your agents.
You become aware of these and try to plan of adjusting your strategy approach midstream in order to
yield better results.
You are able to discuss with your agents a twist of offer should any concerns valid are raised.
Being a telemarketing call center manager allows fexibility in the approach.
A good telemarketing call center manager should be responsive and a good communicator.
It is hard to get prospective customers agree, but getting the right call center telemarketing manager can
make a difference.
Call Center Collections And Customer Service
Outsourcing has been one of the leading strategies organizations employ in order to maximize business.
Outsourcing call centers for customer service has been one of them.
Many organizations today employ the services of call centers for their customer service and even collec-
tions.
Call centers all employ professional agents and can provide customer service and collection services
that are custom made for the company that hires them.
Agents will usually deliver the results expected of them in order for the organization to lessen the receiv-
ables in the company and eventually bring it back as profts.While employing the services of a call center
collections team for your customer service may be an additional expense for some, it should be noted
that these call centers specialize in their feld and can offer unmatched quality and sometimes better
results than in-house collection agents.
Their highly trained and experienced agents have the knowledge and the skills necessary to handle the
call center collections while at the same time provide customer service for the client.
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They will do the task of contacting past due accounts either through email or personal calls and will re-
port immediately to the company if collections have been made and bills have been settled.
There will also be regular reports of unsettled accounts and the efforts made to collect them.Other call
center collections will even go beyond customer service by providing their clients with pickup services
and legal consultations--all for a minimal fee.So if there is money owed to your organization, and your
in-house collection agents are fnding it hard to recover the amount, then maybe its time to employ the
customer service experience of call center collections.
Qualities of a Call Center Representative
Products or services are introduced through telemarketing.
Telemarketing is done by call centers.
Products or services are marketed through telephone.
It can also be that inquiries from customers are handled by call centers.
Call centers are made available to perform such functions.
To perform this is for a call center to hire a call center representative.
A call center representative primary function is to answer phones as customers register their concern.
It is his duty also to provide information to callers and to enter applicable data into software that is de-
signed to handle customer relationship management.A call center representative work time is fexible.
Call centers are intended to provide services to customers from multiple time zones, thus their work time
is not fxed.
Most often they work on time shift providing 24/7 service.
A call center representative should have excellent skills in communication and must be a computer liter-
ate.
They are expected to be able to handle multi task functions especially on a fast paced work environment.
Typing is required skill as data is required to be encoded every time a customer calls and report on a
problem.
Call center representatives work performance are monitored.
They are checked as to how they have deal with their customers through a program that call center com-
panies would use.
Call center representatives should also be trained.
Companies that hire the services of call centers should be assured that their customers are treated well.
This is how a call center earn its revenue, thus hiring call center representative should be carefully un-
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dertaken as well.
When Is A Collection Call Center Customer Service
Representative Necessary?
First, a collection call center is a call center which will help a company remind debtors of the need for
them to pay their debts and when.
The call center may also act as the collecting agent as well, meaning the call center has authority to col-
lect debts on behalf of the client company (or the company to whom the debts are owed to.) A collection
call center customer service representative is necessary when a personal touch becomes more persua-
sive than just a static letter.Some debtors are actually good payors who may have simply forgotten about
the debt and the letter sent to remind them about the debt, meaning one phone call from the customer
service representative is all it takes for them to be prompted to pay up already.
However, some debtors are poor payors so that is where the collection call center becomes a necessity.
This does not mean a collection call center and its customer service representatives have a great degree
of power over the debtor actually, the debtor should always be treated with professionalism and cour-
tesy by anyone who calls (whether the call comes from the collection call center or the actual company
to whom the debt is owed to) because there are laws protecting debtors from any form of harassment
related to the debt.
This is why the collection agency (like a collection call center) has to thoroughly document the actions
they have taken to contact the debtor and any response that debtor made regarding payment.
What Does an Appointment Setter Call Center Part
Time Employee Do?
Like the name of the job suggests, an appointment setter is one who works part-time for the call center
simply to set appointments for customers who want someone to consult regarding their purchase of the
product or service being sold.
For instance, if the call center works for a client company that is a car manufacturer and dealership, then
the appointment setter would accept inbound calls (meaning calls that the customer himself initiates) so
that a representative of the car manufacturer can meet the customer on the appointed day and time.This
is a good option for client companies who do not really want to intrude into the privacy of customers and
would prefer that the customers initiate the call of inquiry.
A part-time appointment setter may work on a shifting schedule set by the company and will probably
have to work within a formal offce setting.To work as an appointment setter, you need to have the ca-
pacity to sell the product or service to any customers who make a call of inquiry, great communication
skills, and knowledge of what a professional customer service representative like an appointment setter
does.
Multitasking skills would be great, and knowledge or a readiness to work with technology would be plus
factors that could get you hired.You will probably be paid by the hour being a part-time employee on a
shifting schedule, and will need to live near the call center offce so that your daily expenses will not be
too high.
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How to Prepare for a Call Center Work at Home
If you are tired of having to travel to and from the offce for a nine-to-fve job, there are other career op-
portunities that you can explore.
Today, more and more Americans are getting into the home-based business, and a home call center
setup is one of the more popular options in this category.
With a home-based call center, you will be performing the tasks that a call center agent performs in a
physical offce which is to make outgoing calls or receive incoming calls.
Technical support, billing, customer service, sales or general customer inquiries are some of the call
types that you will handle as a home-based call center agent.
If you would like to try it out, here are the things that you should prepare before offcially starting a call
center work at home: First, make sure that you have a stable DSL connection, preferably with a physi-
cal phone line, a good laptop or desktop computer and a headset with a microphone that you can use to
answer calls or make outbound calls.
If you have dogs or if you have kids, have a separate room in the house which can serve as your home
offce, and make sure that minimal sound will seep in.
Finally, have a few offce supplies handy.
Although there are a lot of legitimate home-based call center job openings, you should still be wary of
companies who are asking you for money prior to hiring.
All in all, a call center work at home is a great opportunity if you would like to keep the balance between
your personal life and a professional career in the home-based call center industry.
Get the information you need through Data Entry Call
Center
You wanted to know how your product is doing.
You are interested in increasing your customers and farming out brochures and forms are costly.
This is besides the fact, that it takes time for some to answer back forms and collect information from
them.
Nowadays, call centers have been made available to help you gather all information that you need to
know about your product.
They can even help your potential customers take advantage of your services by getting through them
over the phone.
Data entry call centers accept data entry jobs from credit card solicitations or catalog sales.
In a call center data entry a test of audio is a must as data are supposed to be delivered accurately with
speed.Data entry call centers provide the mailing lists service to companies.
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Some examples of these mailing lists are for those companies engaged in marketing dictionaries, and
encyclopedias.
Data entry call center manage to get information over the phone on matters relating to market research,
and survey forms/questionnaire.
They do take data information on airway bill entries, cards and registration forms should customers feel
that they need the service right away.As you deal with increasing your productivity, data entry call cent-
ers will help you get information that you need to know as well as reaching out to your customers.
They will do your mailing stuff, convert those survey results into data information to enable ease in deci-
sion making.
Let the data entry call center assist you, they can be your secretary as well.
The Many Career Options Open To An Experienced
Call Center Customer Service Rep
When you have worked for some time as a call center customer service rep, you may fnd new horizons
opening to you in the form of multiple career options in the realm of call center customer service.
One feld you could enter could be as call center customer service rep in the medical and healthcare
industry.
You may be involved in patient insurance and patient scheduling solutions, for instance.
Many times, your employer may allow you to work as a virtual call center employee, especially for the
home-based option.
Medical and healthcare insurance billing and insurance collection are some back-offce functions you
could be involved in.
You get the satisfaction of knowing you are helping ill people with their problems, helping the medical
and healthcare company reduce its overhead and thus become more effcient at its core function which
is to cure and treat sick people, and then helping yourself earn a good paycheck every month.A related
feld is the insurance services industry where there is also a need for an experienced call center cus-
tomer service rep like you.
Actually, you may be considered a partner more than an employee if you work in this feld because you
can work as a life insurance underwriter or as part of the premium setting and auditing sector in property
and casualty insurance.
The good part about working in this feld is that you essentially are running a business of your own how-
ever, you may be required to invest your own money into the daily expenses you incur, being an entre-
preneur.
The Importance Of Inbound Call Center Software
Call center is an essential component of businesses today.
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Without the help of call centers and customer services it will be diffcult for companies nowadays to com-
municate, promote and improve their products and services.
Call centers on the other hand needs constant education and training on the important guidelines to ef-
fectively impart the information to the client.
And to effectively convey the essential details to the customers, you need tools and applications to easily
fnd and get inbound calls from clients.
Today, there are inbound call center software that are available in the market.
You can actually get outbound and inbound capabilities on particular software.
Software applications that are available in the market can do outbound actions such as telemarketing
and debt collections.
Inbound call center software can function to generate sales and answer the customer inquiries.
With the use of this technology, you can manage the calls faster, easily and effciently.
Aside form that, you can get more calls and get information the client needs in no time.
Having more inbound and outbound calls would mean more connection and more transactions with the
clients.
And of course with more transactions you will generate more income to the company.
Call center software automates calling and instead of dialing one call at a time.
With this technology, you can do multiple calls at once.
There are other software that can even ignore busy signals and fax machines.
This means that you can only communicate with the customers themselves.
Outbound and inbound call center software is very important in any call center agency.
This will not only make your operations work faster but it will also give you an edge to easily communi-
cate and answer customer inquiries instantly.
Telemarketing The Essentials to Outbound Call Center
Industries
What makes a call outbound? If the agent was the one who dialed a number on telephone to reach a
potential customer, then that is an outbound call.
Call center agents usually prefer taking inbound than outbound calls.
This is because if you will take up an inbound call, you somehow know what resolution to give to the
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customers concern after asking questions to isolate the issue.
But for outbound calls, you do not know what to expect with the response from the person you will be
talking to.
Pretty challenging isnt it?An outbound caller should possess good customer convincing skills since most
calls done for outbound call centers are for the purpose of selling products or offering services to an
individual.
If you have presented the product or service really well during the call, then most likely you will hit your
target in no time.
This is the secret behind telemarketing, a marketing technique wherein transactions are all done during
the course of the call.
There is an effective way to deliver telemarketing to prospective clients.
First, you have to gather information as to what the customer needs or wants on the initial call.
By doing so, it would be easier for you to persuade him or her in purchasing items that your company
offers.
While others prefer the direct telemarketing method, more customer service agents are still in favor of
selling products on the second call, instead of the frst one.
The second call is where the motivation to purchase products comes in.
The Operators in a Call Center
Operators in a call center normally work in the customer service department in an organization.
The operator usually answers enquiries from the customers by telephone, SMS messaging, fax, email,
and post.
The work involves the selling of goods and services, and providing information and advice.
The daily activities of a call center operator are to access and update the records of the customers and
the computer database.
Call center operators work in a variety of organizations like mail order companies, fnancial institutions,
Information Technology help lines, and advisory services.
Experienced operators have extra duties like training new staffs, mentoring, call monitoring, and quality
control.
Working as a call center operator does not need any qualifcation although some employers prefer to set
some qualifcations like people with having confdent approach in taking a call and having a very good
telephone manner.
When having an interview, the interview will usually include practical and also keyboard tests.
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Once the person starts working as a call canter operator, he will be given in-house training by his em-
ployer.
He will train in telephone skills, procedures in data entry, and the knowledge on the product.
He will be coached by a mentor when having his frst live calls.
Being a call center operator is an interesting and diffcult task.
You have to deal with different clients and stay as pleasant as possible when tough times get into the
scene.
A call center operator must be patient and broad minded to become good and successful in his chosen
job.
Call Center: An Answer To All Your Queries
Call centers today are seen everywhere.
This job has been one of the necessities in a company especially in service oriented businesses.
This centralized offce receives and transmits a huge amount of requests from clients by phone each
day, all over the world.
Call centers are usually operated by a company to manage the upcoming product support and conduct
information inquiries from customers.
This company is responsible also for the outgoing calls for telemarketing and collecting debts from cli-
ents.
Aside from this, additional tasks such as handling of letters, emails and faxes at one area are identifed
as a contact center.
Call centers today function through large open workstations for agents.
This includes computers, headset attached to a telecom switch.
This can be separately operated or networked.
This is commonly linked to computer network that also involves microcomputers and mainframes and
LANs.
Progressively the data and voice pathways are also connected to a modern technology called Computer
Telephony Integration or CTI.
It is very important for businesses to interact with their clients.
That is why call centers today plays a great part in selling and maintaining customer satisfaction.
Some of the major organizations include utility companies, client support for IT businesses like computer
hardware and software.
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In some businesses like help desks and ale support, they include service internal functions that need the
assistance of call centers.
Today, customer service is an essential part in managing your business.
Satisfying your customers and answering their queries are also a crucial part in handling your company.
That is why call centers these days are convenient alternative to answer your client and product inquir-
ies.
The Importance of a Customer Care Call Center
As a customer you would be so eager to address your concerns.
You just can’t wait the next day.
You want the company where you bought the product know that you got a defective product and waiting
would mean you could be accused of being at fault.
Most often than not, you want to make sure that you are getting what you paid for.Large companies have
a tendency to focus on their production due to the high demands on their product.
They are also concern of knowing what their customer needs and wants to further improve their product.
They also would be interested in knowing how customers react to their products and would not want to
have their customers left unsatisfed.
They are interested in at least maintaining their customers and the most gaining more.
An unsatisfed customer leaves and sometimes tells friends of how bad a product is.
To answer these and so as not to prevent the company in its production, call centers are develop to
mainly focus on customer’s inquiries about the product or service that companies provide.Customers
needs are addressed and inquires are resolved at frst level.
If at the frst level the customer is not satisfed still, the concern is brought to a higher level to resolve and
if still not satisfed experts are made available to handle.
Customers should be given priority above all things if you aim for better management and earn huge
revenues.
They are one of your assets and should be given value and importance.
Tips on How to Provide Excellent Customer Service
towards an Exciting Call Center Career
Customer service is one of the pillars towards business success.
It is through customer service that companies build customer loyalty as they get to acquire new clients
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and retain existing ones.
Training plays a very important role in the development of certain traits and behaviors that good custom-
er service agents should possess.
Here are some of the key ingredients to establish strong customer relations.To excel in meeting the
needs of clients, frst you have to be trustworthy yet straightforward.
When you promise something to them, make sure that it will be delivered in a fast and timely manner.
Customers always expect to receive what is due to them and failure to do so means that they will take
their business some place else.Then, you have to pay close attention in listening to their concerns.
You have to be attentive and make them feel that you are there to help them.
If ever the customer is irate about any product or service that you support, you do not have to take it
personally.
Hearing complaints from them does not mean that these remarks are directed to you.
Taking control of your emotions will also help you in attending to your customers needs.Lastly, be re-
sourceful in fnding ways on how you can help your customers.
Escalate their concerns to the appropriate department or point them to the right direction, if necessary.
Make some research to make them feel like you are giving extra effort to serve them.
They will eventually sense that you are going beyond the norms or breaking the boundaries of what you
usually do.
As a result, they feel more valued and respected.
Call Center Customer Service: Supervisor and
Manager Positions
It’s a tough world out there for call center agents, which is why those who have supervisory and manage-
rial positions in the industry should even be tougher.
For call center agents who are in the Customer Service department, they have to deal with an onslaught
of irate callers, confused customers and persistent people who would rather speak with a supervisor
than with a Customer Service representative.
This is a common scenario that they are faced with on a daily basis, and you can just imagine the work
pressure that they have to deal with.
In the same vein, call center customer service supervisors and managers need to handle a team of call
center agents handling customer’s complaints and inquiries.
Aside from handling supervisory calls, they are also in charge of monitoring each team member’s perfor-
mance.
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Here is a more thorough look at the tasks of those who are in the supervisory and managerial positions
of customer service accounts.
A call center supervisor or manager is basically in charge of administrative and people-handling tasks.
They play a part in hiring employees who possess excellent customer service skills.
They are also in charge of training, coaching and motivating employees.
As the immediate superior of each Customer Service representative, a call center supervisor or manager
also has the authority to issue corrective sanctions, or recommendations for a promotion as deemed
necessary.
Finally, a call center supervisor or manager ensures that customers who are calling will be satisfed with
the level of customer service that they have received in each call.
After all, ensuring customer satisfaction is the main goal of each company to see to it that the products
and services that they offer will have the approval of consumers.
Call Center Supervisor Manager for High Tech
Companies in Austin, Texas
Austin, Texas is a state in the United States where there are high tech companies at rise.
It has been considered as next to the Silicon Valley in California.
Austin, Texas growth in technology led to naming the city/state as the the Silicon Hills.
Some of the high tech companies in Austin, Texas are Dell, IBM, Free scale Semiconductor, Apple Inc.,
Hewlett-Packard, Vignette, AMD, Applied Materials, Cirrus Logic, Hoover’s, Inc., Intel, Motive Inc, Na-
tional Instruments, Samsung, Silicon Laboratories, Sun Microsystems, and United Devices.Call enters
for customer service should have ready solutions to customer’s complaints and issues.
It is diffcult to bring back an unsatisfed customer.
Call center agents should be properly trained and supervised as to their performance in terms of han-
dling customers call.
A Call center supervisor should be able to lead its group in creating a collaborative and productive envi-
ronment to achieve its objective of serving its customers with excellence.
Some of the qualities of a call center supervisor are as follows: 1.Must have supervisory experience in
call center environment of at least 5 years. 2.Must be knowledgeable in managing outbound call/contact/
refusal/lead expectations 3.Must have the ability to manage and mentor subordinates. 4.Must be able
to demonstrate ability to prioritize and multitask in a fast-paced environment. 5.Must have experience in
coaching, mentoring, and teambuilding 6.Must have the skills in problem solving, verbal and written com-
munication skillsThe demand for assistance from call centers of high tech companies have proliferated.
Companies would always try to excel themselves and make a difference to be at the edge with other
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high tech companies.
Be proactive, be competitive, and know the person who leads your call agents.
The Importance of a Help Desk Call Center
When you think of a Help Desk Call Center, you usually think of the benefts these help desk systems
provide to end users like yourself - people who belong to the general public who may or may not have
information technology skills but possess the commonality of needing support from the help desk in IT-
related problems.
However, there is another entity that benefts from the existence of the help desk call center - and that
would be the organization being served by the help desk call center.A help desk call center can exist in
two ways: either the organization it serves runs the help desk call center itself, or it outsources that func-
tion to a separate private company that specializes in help desk call center services.
Organizations may choose to outsource because it relieves their staff of the stress of providing that func-
tion themselves.
At the same time, the organization benefts because the help desk call center services service provider
may have more fexibility in operating such technical support services.
The mother organization then gains more time, resources, and manpower to devote to its core compe-
tencies.Organizations which have many users who belong to different user-type categories, or who may
have many branches, offces and networks in different geographical locations, may fnd it ideal to simply
outsource their help desk call center function to professional service provider companies.
When looking for the right service provider, the decision makers for the organization should try to identify
the type of infrastructure the service provider uses for its help desk system, its operational experience in
providing resolution to customer-related problems, and its scope of management expertise as well.
To sum up, an ideal help desk call center services service provider must have enough technology, pro-
cesses and people to do the job the way it should be done.
Call Center Jobs: How To Find One?
Call center careers these days offer unlimited opportunities.
With the increasing call center jobs all over the world, no wonder people are now looking for a career in
call centers.
Yes there is an increase in job openings, but the road to this dream job gets narrow each day because
jobseekers today have seen how call center jobs can be rewarding.
Some call centers jobs are not made public that is why job hunting for this position can also be challeng-
ing.
Here are some guidelines on how you can grab that dream job. *Do some research.
You can visit the website of the company and look for links that will lead you to employment, careers and
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jobs.
Some companies allow applicants to submit their resumes on their site.
Or you can get the contact number at the link that says About Us, call and ask the company if there is an
opening. *Dont panic if there are no jobs that turn up.
Call centers have their own Human Resources divisions that dont supply any data or information on job
openings to the web master. *You can call the company and email them.
You can call and inquire via telephone and ask for offce address and email address of Human Resource
Department, and attach your resume. *You can try calling the toll free number and who knows you might
be calling the call center youd like to send your applications.
You can press 0 or wait for an agent to help you with your inquiry.
If you are looking for a rewarding job, a career in call center is one of them.
There are several postings in the internet where you can fn jobs like these.
All you have to do is be persistent in fnding the call center company that you want.
How the Call Center Airline Industry Works
The advances in modern-day technology many times dictate how the client company should handle their
customers so that customer service proceeds in the most effcient and fastest way.
The airline industry has no excuse not to join in this trend - and so the Call Center Airline Industry was
born.
Airlines were actually one of the frst industries to avail of call center technology and services when these
were created.
An airline call center supports the large and expanding travel industry.
Airline industry is a highly capital-intensive business as worldwide travel was valued at US$3.1 trillion ten
years ago (in 1997) and it is projected to grow to $7.1 trillion this 2007) The airline call center plays an
important role in the prompt delivery of services in this scenario then.
With a single number, a customer may call in and the call is then managed and acted upon by an agent
who decides how best to provide customer service.
One of the latest trends in the industry is the ticket-less travel and the electronic ticketing systems.
This means reducing costs involved in regular documentation systems.
Airline call centers are the companies that provide the missing link to these services.
The staff of an airline call center is made up of capable airline call center agents.
An airline call center agent is not like your regular call center agent.
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To work in an airline call center, one must possess considerable knowledge in geography inclusive of
data about routes, gateways and time zones.
Likewise he must also know about airline sales and customer services, as well as the rest of the basic
airline operations.
He must be able to give suggestions and options to airline customers regarding their travel needs, while
also issuing tickets to customers.
Most of the time, the airline call center agent must be pro-active so that his employer gains a better edge
in business.
Customer Service in a Call Center
Being a call center agent is a tough job.
You work normally to help and assist the customers.
Whether in the management or as a representative attending to any phone call, the nature of the job is
provide expert assistance to everyone that needs to be served.
Many companies give support to their customers using a call center that is staffed with pleasant, well
trained and friendly customer representatives.
Satisfaction is attained for a job well done.
Centers for customer service take in coming calls that are automatically routed to an automated switch
board called a switch that is specialized for the job.
One great challenge in call centers is to motivate their teams, meet the objectives that are established
and how can they do this well in a consistent basis.
Some customer representatives get bored and eventually deliver poor performance.
The team leader must do something about this scenario to uplift the level of customer service that is
delivered.
They must provide some mechanisms to increase productivity.
Some customer service representatives are hired to handle paperworks and to communicate with cus-
tomers via e-mail to keep in todays constantly growing and changing technology.
The representatives are trained to learn and take full advantage of the present technology.
Many representatives enjoy their work since they learn and gain interpersonal communication skills and
have a knowledge of the latest technology.
These new skills are very important because it can lead to better job opportunities with a better pay.
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The Responsibilities Of Call Center Director
If you are looking for a job as a call center director, you need to know the responsibilities of this job.
One of the main duties of a director is to coordinate all factors and elements of call center operations.
The candidate must handle the responsibilities and performance expectations of the team.
A call center director must have a broad quality development plan, handle activities/ events of vendors
giving outsourced functions in call centers.
Recruiting and maintaining valued staff in the company to sustain the business growth is a vital task that
is assigned to a call center director.
To get this job, you need to have a Bachelors Degree or a much more advanced education or training.
Usually they have a minimum of ten years or more related experience.
This position is not an easy job.
It requires anticipation of impact and knowing how the business environment changes.
These factors are very important so that the team and the entire company can prepare.
Coordination with the Information Technology concerning IT operations and developing campaigns for
the clients are also included in the job description of call center director.
Aside form this, planning and managing staff to constantly meet the standards in team performance are
essentials in this position.
Call centers today are in demand jobs that need expertise in managing employees and customers.
Managing technology is equally important in this business to successfully satisfy your clients.
Call center directors need these skills to carry out the goals of the company that is to satisfy the needs,
inquiries and complaints of the clients.
Customer Service: Duties And Responsibilities Of Call
Center Supervisor
Call centers have indeed improved the way customer service applied.
Call centers have become an inevitable part of customer service for most companies that offer their
products and services 24 hours a day.
This concept of customer service has given companies the opportunity to improve their products and at
the same time fulfll the needs of their customers.
In call centers, a call center supervisor plays an important in customer service.
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Just like in any business, tasks are designated to various positions to distribute the tasks properly.
Call center supervisors are needed to manage the day to day operations.
Supervising the team of customer service representatives and evaluate the workfow are just some of the
main tasks of a call center supervisor.
Coordinating work activities to accomplish call volume and meet the requirements in operations are also
included in the job.
It is essential for call center supervisor to monitor the performance of team members based on the cre-
ated monitoring standards.
Call center supervisors need to encourage and guide the members of the team to perform and achieve
the goals through team collaborations, development of skills and being a model employee within the
organization.
The essential duties of a call center supervisor are to supervise staff training and incentive programs.
The individual needs to observe the policies and standards and sees to it that they are implemented.
Customer service plays a vital role in any business or organization.
Constant training and education is needed to maintain the goals and standards of call centers.
Call center supervisors job is to monitor staff, implement policies and supervise trainings to satisfy the
needs of clients.
Call Center Consultants: A Hassle Free Solution To
Manage Call Center
With the phenomenal growth and development of call centers these days, it has created great challeng-
es to various professionals in call center industry.
With increased responsibilities and duties in call centers, a new breed of manager is set to fulfll various
tasks.They need to have specialized skills in all facets of operations and management in call center.
Acquiring an extensive base of skill and experience is also needed to resolve a diverse set of compli-
cated problems.
Skill in communication and motivation is also needed to manage the team effectively.
Knowing and understanding the essential needs of the clients and taking action immediately on custom-
er demands are the essential abilities required in a call center.
To cut it short, a call center professional must know that change is inevitable and it brings opportunities
as well as challenges.
They need to meet the vision of having the challenges and grab the opportunities that come along.
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Call center consultant is important in this aspect.
Consultants can provide agencies a specialist advice and management, implementation, development
and operation in call centers.
Call center consultants can actually meet your business needs.
They can assist you in keeping trained and motivated staff.
Through this, you can keep costs under control too.
Call center consultant can help you in training your staff to effectively answer and attend to customer
queries.
Maintaining the standard of your service is very important.
That is why most organizations and call centers today avail the services of consultants to make sure that
their standards and objectives are implemented.
Call center consultant is indeed a very important support in any organization and call center agency.
It can help you keep up with the new challenges and advancement in technology.
This can also maintain and support your goals, objectives and standards in your business.
The Link between Good Customer Service and Call
Center Service
Customer service is an indispensable area in any business - especially in a call center where the clients
are dependent on getting the information they need and airing complaints regarding the services of the
company.
Unlike many regular businesses, call center service is provided through phone or e-service.
In this way, the bulk of services are easily managed.
Whether it be for initial contact or a follow up call, it is imperative that a well trained and equipped team
be available to answer calls and take action.
To satisfy the customer by delivering what they need and exceed their expectations is the essence of
customer service.
In the call center customer service arena, there are certain basic things that should be practiced.
Practice basic phone call control.
There are effective methods and techniques available for this.Build a good impression by using certain
voice tone techniques.
In this job, your voice plays an important role.
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This is your tool for building rapport with the customers.Learn and practice how to positively give nega-
tive messages.
Know how to effectively inform the customer of the real status of his concern.
Convincing the caller to listen will form the beginning of understanding between you and the caller.The
basic magical words that we learned in childhood, such as Thank You, I am Sorry, and You are Wel-
come, are still important and perhaps more important in this job than anywhere else.
There are hundreds of various ways to improve customer service in a call center.
It is therefore necessary for the company to see to it that the team is given the necessary training they
need to deliver more of what is expected of them.
The bottom line is to let them see issues through the eyes of the customers so that service will improve.
What is the Nature of the Job of Call Center Agents?
You might have had your frst contact with a call center agent when you had to call the Directory Assis-
tance of a local telephone company to get a listed contact number.
Or, when there is something wrong with your computer, your Internet connection or even the remote
control of your satellite TV, you would need to speak with a technical support agent.
These are just some sample scenarios so that you would have a deeper understanding of the nature of
the job of call center agents.
In almost every type of business, there is a need to have a medium by which customers can contact
them for technical support, customer service questions and general inquiries about the products or ser-
vices that they offer.
This is where a call center agent comes in.
Basically, call center agents accept incoming calls or make outgoing calls to customers.
These two types of calls are termed as inbound and outbound.
The nature of the calls can be in the form of telemarketing, sales, customer service, technical support or
billing.
Aside from phone calls, the customer’s inquiries can also come in the form of e-mails, and call center
agents also answer these.
In this type of job, a person needs to cope up with irate callers, shifting schedules as well as a substan-
tial amount of work pressure.
To have a thriving career as a call center agent, you need to be articulate and competent about navigat-
ing through a number of software applications.
Finally, a healthy dose of motivation and knowing how to build rapport with customers in each call would
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make you one of the best in the industry.
Why Call Center Sales Training is Important for New
Hires
Anyone who is considering a position in a call center as a customer service representative or call center
agent will need to understand that this is a sales-related position.
In fact, the entire life of a call center revolves around the need to sell things or services to customers.
Thus, be prepared to undergo a call center sales training program if you get hired by a call center.New
employees react in different ways to a call center sales training program.
Some feel it benefts them because it hones their capacity to become effective and professional call
center agents (particularly those who are involved in the outbound call service meaning, they have to
call the customers themselves and promote the product or service to them.) Others however may be
intimidated because they may see their weaknesses more than their strengths so the training supervi-
sor should not be surprised if these new hires never show up on the succeeding training days anymore.
Those who are more persistent will fnd that the call center sales training program will eventually wind up
doing what it was designed to do make them into better sales agents for the products and services of the
client company.
In time, they will get better at their jobs and their confdence in their abilities will also increase as a result.
The success of everyone who goes through the call center sales training program is the best testament
to the effectiveness and effciency of the program.
A Short Defnition of A Virtual Call Center
A virtual call center is basically a call center too the difference is that its call center agents are not all
housed in one structure in one geographical location.
Rather, in a virtual call center, the representatives may work either as home-based employees, or work
from smaller offces as teams in places different from the main offce.The virtual call center set-up offers
many benefts to its employees.
One, they maintain fexible work hours.
Two, they need not adhere to a formal dress code (especially if they are home-based).
Three, they need not commute to work if they are home-based, or simply commute shorter distances to
the nearby branch offces of the call center.In return, the call center company also benefts from farming
out call center work to its remote branches or home-based employees.
For instance, there are zero or minimal equipment to invest in, which helps the organization sustain the
bottom line.
For another, there is no need to pay for employee housing or transportation costs (especially with
regards to home-based employees.)What happens then is that a virtual call center set-up produces a
win-win situation for both employees and the company as can be perceived by the lower employee attri-
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tion levels for virtual call centers compared to the real-time or physically-bound call centers.Another party
that benefts from a virtual call center arrangement would be the client company, especially if that client
has a seasonal business.
This means the call center can hire employees during the peak season and then retrench them when the
peak season is over.
One case study also showed that clients with seasonal business found their sales going up when they
switched to the services of a virtual call center.
Requirements to Become a Supervisor Manager Call
Center Employee
In certain call centers, the Supervisor is differentiated from the Supervisor Manager.
Basically, a Supervisor will manage call center agents while the Supervisor Manager will oversee the
work of the Supervisors.
Thus, we see that a three-level hierarchy exists with the Supervisor Manager looking over the whole
set-up, the Supervisors following suit when it comes to being the next authority fgures, and the call
center agents acting as the base of the hierarchy.But it should not be assumed that the Supervisors will
be working very independently of the Supervisor Manager far from it, the Supervisor Manager will be
dependent on the Supervisors to assist her in her functions.
Without the Supervisors, the Supervisor Manager may fnd herself at a loss as to how to carry out her
work effectively and effciently.
The Supervisors have to help the Supervisor Manager in creating reports to evaluate the productivity of
the call centers under their jurisdiction; predict or estimate customer demand for their services; and on
the whole assess how effective the Call Center is functioning over a period of time.This data should help
the Supervisor Manager analyze how to structure future staff training, with emphasis on any needed
changes or additions to the present system.Both the Supervisors and the Supervisor Manager should
work in collaboration with the Information Systems Department of the call center.
This helps all these three parties identify problems and ways to integrate vast data warehousing capabili-
ties within the local area network.The Supervisor Manager has overall responsibility, though, in assuring
that the call center adheres to call center service standards.
Since the Supervisor Manager is answerable to the Call Center Director, she must then be able to see
both the nitty-gritty details of daily call center activities and how these make up a much bigger picture of
productivity.
The Telesales and Telemarketing Manager in a Call
Center
Applying as a telesales personnel requires a deeper understanding of the position.
The applicants experience is assessed through a point by point comparison.
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The successful outcome comes from hiring the best for the position.
The real understanding of the position as a telesales agent or a telemarketer manager is an important
part of the process of hiring.
Make sure that the interview will test the characteristics and the attributes of the applicant.
The investment of the manager of his time and energy is paid off by hiring the best person for the job.
A telesales person is acclimated, oriented, supported and trained for the job.
Call centers look for telemarketing managers and tesales personnel that have the ability to develop great
customer service relationship and sell products over the phone.
The individual must be effcient and always looking for a new challenge and a greater responsibility.
He/she must have the desire and the ability to sell products over the phone and must learn the current
legislation.
The applicant must also enjoy dealing with different business people.
Telemarketing manager must work using his own initiative and must demonstrate the possibility to build
and lead starting in a small telemarketing team.
The telemarketer must have a fexible attiude and must be prepared to work until the work is done and
completed.
Some desirable skills that are not very essential and an advantage in applying for a telesales personnel
or a telemarketer is a knowledge of the different database software.
How to Became a Good Operator Call Center Torino
Employee
In Torino, Italy, call centers have also been set up which is why Torino call centers also have to fnd out
how their call center Torino employees can become good operators.Apparently, in Torino call center par-
lance, an operator is someone who answers phone calls from customers in the US and other call cent-
ers, this would be equivalent to a customer service representative or call center agent.
But the commonality between all good operator call center Torino employees is that they should have the
human heart for the job, rather than just the technical and communication skills commonly required from
call center agents.The diffculty for operator call center Torino employees comes when they have to stick
to the set process prescribed by the call center while trying their best to help the callers.
This is why the operators of any Torino call center should be aware of how to adapt the set process
to the unique situations presented by every call and caller.In essence, a Torino operator has to solve
problems for the caller, adapt to the caller and his/her idiosyncracies, while trying to live with his/her own
limitations.
It can be said that these are actually three jobs all combined into one call center position.
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While dealing with all these diffculties, the call center agent must also have to bear in mind that he/she
is representing the call center so it is important never to become frustrated or impatient with the callers.
Computer Call Center Help Desk
Some companies look for individuals who specialize in computer call center help desk.
They must have technical skills and experience in areas such as determination of problem and analysis.
A good level of analytical ability is required to understand the fundamental relationships of the products
with each other and also with the network as a whole.
The computer call center help desk technician must also have a good knowledge of complicated and
multi- vendor environment.
The help desk technician must also be able to an swer some questions from customers that are not tech-
nical and must be able to implement improvements on the different processes.
They must have a strong skill in customer service and is able to balance all the technical supports
needed by the customer.
The answering of the incoming calls are within a set criteria.
It is in the computer call center help desk where call tracking tools are utilized to generate metric report-
ing and also to monitor some problems.
This is where validation of customer information like the name, phone, and room is done.
The technician that is in charge in the help desk must analyze and solve some routine customer prob-
lems at frst contact within a set criteria.
Also, the account requirements must be met for frst call rate of resolution.
The standard processes are utilized and escalation procedures are reported as they are documented
and the services done are cost effective.
The computer call center help desk personnel does all the tasks mentioned above.
The Many Advantages of Establishing a Call Center
Work from Home
When calling your bank to dispute an item on your credit card statement, or when ordering an item that
you have seen on a television advertisement, do you know what the setting is like for the person on the
other end of the line? The call center agent that you are speaking with could either be working in an
offshore location, in a call center within the US, or they could be operating a business right in the comfort
of their own homes.
Due to the numerous disadvantages of setting up a call center in an offshore location, more and more
large, medium and small-scale enterprises are tapping into the call center work from home industry.
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Both the individual and the company can beneft from this setup.
For example, a stay-at-home mom who would like to earn additional income without having to leave for
the offce would beneft from a home call center job or business.
Not only will she have more time to spend with her family, but she can also work fexible hours.
On the other hand, employing a home-based worker will be fnancially advantageous for a business
because they would not have to build a physical offce as a call center.
They can also hire individuals who have the specifc skills that they are looking for, be it along the lines of
customer service or sales.
Although there are some disadvantages, the pros still far outweigh the cons when it comes to having a
call center work from home.
Whether you are a working mom or if you would like to earn extra income with the added bonus of hav-
ing fexible working hours then a home call center setup is exactly what you are looking for.
Taking a Closer Look at Customer Service Offces in
Call Centers
The call center industry is in demand nowadays and its niche is found on business districts in and
around the metro.
Once inside, you will feel the energy of call center agents while they are talking to customers, giving their
best to deliver world class customer service.
You will also see their different strategies and techniques when resolving customer concerns.
Some act as if they are just having a daily conversation, some are animated with different hand gestures,
and some looks very frustrated especially when speaking with irate customers.Customer service offces
in call centers are flled with a lot of computers and each are placed on top of a desk.
Each cubicle is arranged according to the offce structure, and a board is usually placed in between
desks to ensure privacy while assisting a customer during a call.
For each computer, a corresponding telephone set is connected to it.
A headset is then attached to the telephone, which will be used as the agents tool to listen, hear and talk
to callers.
These computers are typically networked in such a way that fle sharing can be done.
There is a separate help desk personnel who monitors the activities within the network on a daily basis.
There are also rooms or locations within the call center designed for recreational purposes.
There is a room designated for online and indoor games such as table tennis.
Usually, there is also a ftness room where agents can stay before or after the shift to work those
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stressed muscles off.
Some call centers even have sleeping areas, and of course a canteen to serve food for every employee.
True to the word, this is what you really call working while having fun.
How Does a Help Desk PC Computer Call Center
Handle Angry Callers?
So you entered a call center as a help desk staff for personal computer and computer concerns and boy,
do you feel proud of yourself - until on your frst day on the job, when you get a call from a very, very
angry customer who apparently is not in the mood to recognize you as a professional help desk staffer.
So how does a help desk PC computer call center agent handle angry callers like this one then?First,
never take anything the callers say personally.
That is the main thing you should remember when you get an angry caller on your end.
Take deep breaths if necessary to calm yourself down and try to stay focused on diagnosing the problem
presented to you.Second, use statements that are known to help calm down the other party - like I Un-
derstand Where You Are Coming From With This; or I Think I See What The Problem Is.Third, wait out
the tirade of the caller before proposing a solution.
Yes, this means having a massive storehouse of patience (as well as tough ears) to withstand all that
yelling and cursing over the phone - but that is what professionalism is all about.Then, try to let the client
know that you can emphathize with their circumstances.
If the problem is really complex, that may explain why the client feels so frustrated.
Honey attracts more fies than vinegar so it does not help if you become sarcastic as well (not to men-
tion you might fnd yourself out of a job if you resort to that.)If you can see that your organization is truly
at fault (maybe because the defect cited by the caller is a production-related defect), then you might try
apologizing for the inconvenience (unless of course there are legal restrictions in your contract as a help
desk staffer that prohibit you from admitting fault for the company until a supervisor or legal counsel can
examine the case.)Angry callers are part and parcel of the life of a help desk technical support staff.
So do your best to keep your cool and do your job the way you were trained to do it.
The Features of A Typical Inbound Call Center
A call center acts a support to technology-dependent companies where a quick and precise solution to
customer calls is a must.
Call centers act as the centralized offce whose primary function is to receive and transmit large volumes
of requests and information via telephone and e-mails.
There are two types of calls, one is dubbed the inbound call and the other is called the outbound call.
The outbound call is made by an outbound agent to potential customers, while the inbound call is ac-
cepted by agent from customers who would like to obtain information, make a complaint, or just simply to
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ask for assistance.
The call center is basically a company that provides services for other companies via its call center
agents.
Some call centers provide that particular service called the inbound call services (in which they may
specialize.) Inbound call centers offer order-taking, sales, lead generation, customer service, technical
support, help desk, direct response to radio or television and many more.
Inside an inbound call center is a network of support systems wherein the calls are acted upon in the
most effcient and systematic way.
The operators act as the frst receiver of the calls and will then direct the customer to the proper agent
who will handle the case.
Should there be a need for a more technical support, the call is then forwarded to technical agents or
staff who specialize in this feld.
Inbound call centers are therefore composed of highly skilled technical staffs and call center agents
ready to answer and act on calls.
The human side of agents are also taken into consideration when they are hired for this type of service.
Needless to say, a well-balanced environment is needed in any organization for its staff to achieve the
desired effectiveness and productivity.
Do I qualify as a call center help desk agent?
The staff of a call center help desk is made up of a group of very technically skilled people whose duty is
to help callers who are stuck with service- or product-related problems.
The call center help desk is considered a type of support group formed by a company to manage prob-
lems related to their products and/or service.
Callers help provide much-needed user-based information to the help desk, which also handles inquiries.
You must meet certain qualifcations if you apply to become a call center help desk agent.
One of them is the willingness to work with fexible schedules, such as assuming the graveyard shift and
work during holidays.
Your potential salary must match your level of experience and training.
All calls you receive must be dealt with as a professional, which means you need to be friendly, observe
good manners, and adhere to high standards for customer satisfaction.
It is essential that a call center help desk agent be responsible for securing accurate identifcation of call-
ers.
They are also required to reach their quotas - specifed number of calls to be reached - at the end of their
shifts while following company procedures and policies.
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With a given talk-time, agents must follow regulations on how long or how short the call should be so that
problems are identifed and solved within that time frame.
Good communication skills, technical knowledge about computers, honesty, dependability, and good
touch typing skills are always a plus when you are aiming for a career in call center.
If you are hired, you can expect benefts like health insurance, dental insurance and perhaps even life
insurance to be offered by your employer.
Paid sick leave, and vacation leaves are also offered provided you meet standards for agent perfor-
mance.
Considering that you exist in a working environment that focuses on helping people, being a call center
help desk agent is a very admirable profession.
The Facts About Call Center Outsourcing
Keeping up with business trends and the pace of advances in modern-day technology is imperative for a
business to stay competitive.
However, every innovation is costly and a company needs to maintain or even reduce costs to maximize
proft.
Call center outsourcing is one answer to this problem.
The company that will handle the outsourced activities or functions becomes the extension of the origi-
nal or client company, handling their customer care or customer assistance just like the client company
would do it.
They are partners in this endeavor.A call center outsourcing company must do more than what is expect-
ed from them, meaning they should handle every customer as a special client (which is as it should be.)
A call center must have the special expertise in the outsourced function, as well as the training, organiza-
tional and business systems, telephone network technology and administrative capacity required.
A call center outsourcing company provides expertise in the areas of focus while handling a variety of
clients.
This would also allow the company to reduce its expenses (since owning and running a call center
entails a huge investment in terms of materials and human resources.) Instead, the client company buys
the services from a call center outsourcing company who will perform these services for them.
This may not be simple since the client company would be designating the outsourcing company in
charge of the customers.A company considering employing the services of a call center outsourcing pro-
vider must check on the following details: do they possess state of the art technology, globally-applicable
skills, the right resources and have a track record for excellent customer service? The provider must
have highly skilled professionals equipped with the training and experience needed for both inbound and
outbound call center functions.
The company must also possess the commitment to give excellent service on a sustained basis which
would translate to cutting operation costs and generating proft when customers are satisfed with the
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services.
The Call Center and its Customer Service
Call centers basically provide help and support to their customers.
It is vary important that call center agents are trained to become pleasant and friendly to all their custom-
ers.
This is an operational standard of every call center.
The technology today permits different businesses to have more calls about customer service.
However if some of the call center agents lacks call management skills, the only result that can be
achieved from all the new and latest technology available is the capacity to serve more customers poorly.
That will eventually get to losing more customers along with the profts of the company.
Training for call center agents must include practical and techniques on how to improve the satisfaction
of every customer.
They must also require agents and managers to fnd strategies on how to increase the productivity of the
team by gaining more customers through their professionalism.
The team leaders must stimulate teamwork and empower the representatives to monitor their own per-
formance to ensure high quality of service delivered to all the customers.
The managers usually improve the quality of service by setting standards and compiling information on
their operations.
They also use customer feedbacks to avoid problem that might be encountered with other customers.
The retention of customers loyalty is achieved determining, measuring and if possible exceeding the
expectations of the customers.
The use of new technology can also be adapted to provide better service to the customers.
These are only some techniques to retain customers loyalty to the company.
Advantages of Online trainings for incoming call
center management programs
Call center is an effective solution for your customer service needs.
Call centers have created a phenomenal breakthrough in keeping advanced technology assist organiza-
tions in marketing and helping their customers in any product complaints and inquires.
This is a convenient way to help clients anytime, any day!In this generation, industries depend on a
demand based economy.
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There are a lot of businesses nowadays that require incoming call centers to manage the phone calls
and track prospective clients.
In the industry today, you have to recognize that it is essential to have skilled professionals to handle dif-
ferent kinds of operations.
There are also incoming call center management programs that will enhance the skills of call center
professionals.
Continuous training and education is essential to keep up with the latest technology, system and stand-
ards in call centers.
Aside from this, it is critical in any business to manage incoming calls from possible clients.
That is why enrolling on trainings, seminars and courses will greatly help you in succeeding on this busi-
ness.There are online incoming call centers today that will assist you on this goal.
Expertise and training can now be obtained via online education.
You wont have to go through the hassles of attending in actual room discussions.
This will help you improve your skill in carrying out the customer service you need to satisfy your clients.
Remember that there are numerous competing call centers agencies and call center professionals out
there.
And the only thing that will keep you ahead of them is to continuously update your knowledge and skills
in the business.
The Difference Between an Advanced Call Center
and A Large Call Center
A call center may be large, meaning the number of seats and agents could be sizeable, but that does not
mean the call center is necessarily advanced.
Even a small call center manned by just ten agents could be considered advanced if it has an advanced
call and customer management system in place.
If the larger call center lacks such a call and customer management system, then decision makers there
should think about putting one in place to stay ahead of the race.What then are the components of an
advanced call and customer management system? First, the call center should have the IT systems that
will allow the agents to do their job with as less stress and as effectively and effciently as possible.
At the same time, the call center must be able to fulfll its corporate support function with regards to the
inbound and outbound functions.
Later on, the call center may examine the possibility of becoming a virtual call center, inclusive of the
pros and cons that come with such an option.Should a call center phase out agents in favor of technol-
ogy-based call and customer management systems then? Meaning, will the human aspect provided by
agents be eliminated so that technology can take over their functions? The jury is still out on that be-
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cause analysts are divided on the issue.
Some say that to maintain costs the call center should phase out agents; while others say the time that
agents will never be needed anymore will never come, that agents will always be needed.
Call Center Operations Manager
The responsibilities of a call center operations manager include the day to day operations and the man-
agement of a program in real time.
He must formulate different strategies, action plans and tactics to achieve the results that are set.
He is the one that drives the performance of the overall program on a daily basis by setting objectives,
coaching, monitoring, and developing the strategies that will lead to the improvement of the performance
and also addressing everyday issues that have an impact to the program.
He is also responsible in making sure that all the call center agents are motivated and trained.
The value metrics of the shareholders are managed within the limits that are acceptable.
The operation manager in a call center also participates in different presentations and client meetings.
He assures the timely distribution of the reports including the exceptions in schedules, attendance, ser-
vice levels, and productivity.
He must also have the skills in project management.
Call center operations have their own terminology and theories.
A good understanding of all the challenges like staffng, technology, forecasting, and management of
facilities are required for the particular call center to attain its goals and to satisfy their customers.
Different call centers look for operations manager that possess a degree in management.
The skills required for the job is project management skills and must have good communication skills
preferably fuent in the English language.
Individuals who already have an experience to the job are an advantage in applying for the position.
What is a Call Center?
Looking at Todays Call Centers in a Different PerspectiveWhen people hear the word call center, they
always think about agents taking phone calls to serve customers.
Yes, it is true that most call centers nowadays use voice as the medium of communication when interact-
ing with customers.
However, because of the increasing demand on fnding ways on how to make convenient attempts in
serving customers, business developers have resorted to alternatives such as live chat and email.
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These changed the defnition of call centers in todays generation.
Call centers offer different services and can be classifed as internal and outsource.
When we say internal, it means that customer support can be given within the company or organization
such as help desk services.
Outsource means that the company will be hiring a third-party institution to support their customer ser-
vice needs.
Technical support is a given example on this classifcation.There are also various types of call centers.
One is inbound call center, which means that the calls being handled are coming from outside, usually
from toll free numbers.
An example of which is handling catalog orders.
An outbound call center, on the other hand, has agents that directly call the customer or potential client
to offer products and/or services.
Telemarketing is an example of an outbound call.
Another type is web-enabled call centers.
From the term itself web-enabled, this means that customer interaction is done through the Internet.
Live chat interaction is made possible through the use of a software tool designed to such processes.
Truly, companies are making room for more options as far as customer service is concerned.
The Advantages Of Being A Part Time Call Center
Agent/ Staff
Call centers today is considered to be a convenient job for most people.
Since some people have day jobs, they get extra money by applying as call center agent.
Otherssimply love to work late night!Part time call center agents are handy jobs for several people.
They apply for this job to fll in hours and earn money from it.
Most companies offer this position for contractual projects.
Part time call center agents and supervisors have the same job responsibilities compared to those who
are full time.
There are perks as full time staff that part time employees cannot have such as annual leave, other ben-
efts that the company offers, bonus and allowance.
Although some companies still offer part time agents benefts such as pension contributions, health in-
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surance, employee assistance programmes and other While some call center companies prefer to have
a full time employee, part timers are also welcome and paid by the hour.
The minimum number of hours that a part time call center staff should render is 4 hours.
Most of the call center agencies recruit part time agents and staff that are home based to reduce the
operating costs and other expenses.
By hiring home based and part time call center staff, the agency can easily maintain the operations in the
company.
Today, call center agencies aspire more part time employees because they think that quality can be cer-
tainly be maintained if the staff duties are limited hours a day.
And with this, agencies today encourage part time staff by offering attractive benefts.
The Demands Made on the Receptionist Secretary
Call Center Frontliner
We usually encounter this employee known as the Receptionist Secretary in the reception area of any
company perhaps even in every department in the same company.
A receptionist secretary indeed plays a big role as a company frontliner.
The duties of a receptionist secretary may be expressed in a variety of ways.
This person serves as the addressee for the company (and maybe even the call center) with regards to
their appointments and transactions coming from the remote punter.
She may also have to answer calls which can either be a query or to set an appointment so she should
be able to juggle scheduling duties as well.The receptionist secretary may be designated to transfer
calls to the intended staff extension, whether these be for personal or business matters, so that the right
person in the right department will receive the calls.
Their assistance in recruitment of walk-in applicants is signifcant since they may also have to entertain
inquiries, and accept resumes.
This is because they are the frst in the foyer and will be the frst people whom applicants talk with.
Also, being a secretary, she will perform encoding of necessary data about the callers, and acknowl-
edge essential details of appointments which certain people in the company may need to be informed or
reminded about.
She must also notify security or note down the entry or departure of employees if needed (such as when
the employee does not present a valid company ID).
The receptionist secretary must also provide information to any caller regarding any inquiry.
They may also be able to help applicants, and even newly hired personnel and recruits, who need ap-
propriate directions as to where to go for their interview or business appointments.
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When you have a receptionist secretary on the job, she will be able to minimize the time and effort ap-
plicants have to invest in arranging appointments with company personnel, and in asking about specifc
details, especially when these company personnel in charge are busy or on vacation.
Computer Help Desk in a Call Center Environment
When you are inside a call center, you can not help but notice all the emotions surrounding the place.
There are some help desk agents who smiles before taking a call and rushes to the knowledge base tool
while some are just okay without any sign of effort as if they are just taking a normal call.
Some are animated, upbeat and lively, while some are getting a bit frustrated, may be because the caller
fnds it diffcult to follow through with the steps necessary to resolve the problem.
There are some who even shout for joy when the issue was fxed after a long and very tiring call.
This is something that makes a computer help desk agent feel excited to take another call since it is in-
deed very rewarding when you get raving remarks from callers.The call center is such a very busy place
where all the interactions from customers are being handled.
Usually, the call center is used by mail-order catalog organizations to take product orders from custom-
ers, telemarketing companies wherein the agent would call a prospective client and offer him or her
products typically at a discounted price, or any large organization that uses the telephone to reach the
public when selling different products and services.
On the other hand, computer help desks are more active nowadays in the call center industry wherein
customer care specialists provide solutions to any computer or product-related issues and concerns.
Since new high tech products and computer upgrades are being introduced in the market in just about a
smaller span of time, it is defnitely a fact that computer help desk call centers are here to stay.
Call Center Jobs: Responsibilities Of A Customer
Service Representative CSR
Call center profession is known to be a fast paced job.
For one reason, organizations and companies have seen the value and convenience of customer ser-
vice.
This enables them to communicate with their customers and as well as improve their existing product
and promotions.
With the growing number of job openings for Customer Service Representatives (CSR), call centers are
now in great need of experienced professionals.
Customer Service Representatives or CSR plays an important role to effectively complete and perform
the tasks of answering general inquires, invoice verifcation, customer complaints and order response.
CSRs major responsibility includes answering phone calls and responds to whatever the client requests.
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Sometimes the CSR are tasked to sell a particular product and enter the client order in the system.
CSR provides the clients with the service and product infos.
With all these information, CSR will utilize it to up-sell and promote the merchandise.
Call centers are looking for people who can research, identify and resolve complaints, and other issues
that concern the customers by using the assistance of computer system.
CSR must also have the skill to research billing issues, complete reports/ call logs and study the misap-
plied payment by the customer.
Aside from that, CSR should be also active in recommending the process improvements to develop and
enhance the procedures.
Getting a CSR job requires basic knowledge in handling computer system, writing, reading, and arithme-
tic.
You dont really need to have a Bachelors Degree to be able to work in a call center.
Usually, they encourage high school graduates, working students and college undergraduates to grab
this opportunity.
Remember to be a successful CSR you have to be well spoken, articulate and patient in handling cus-
tomer queries at all times.
Call Center Or Customer Service: What It Can Do To
Your Company
Call center or customer service is a critical part of your company.
Without the proper guidance and training in this area, it can actually make or break your organization.
Organizations today avail the services of the call centers to receive and transmit huge amount of inquires
and requests through telephone.
Call center or customer service is commonly managed by an organization to control, oversee the product
support or data queries from the clients.
This also includes telemarketing, collective handling of letters and emails, collection of client debt.
With a wide open workspace for call center agents and staff, agents can actually work independently by
using personal computer, computer supervisor stations and telephone headset that is linked to a telecom
switch.
It is very important of companies to interact and know the concerns of their customers.
By identifying the needs of your clients you can enhance and develop the product and services you are
selling.
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Through customer service, you can now communicate with your clients and help them frst hand.
Product complaints are also inevitable in any business.
You will meet unsatisfed if not, furious customers who are not pleased their purchased product.
In situations like this call center or customer service can assist your company in answering their inquir-
ies.
In this way, you will also be able to determine which product or service needs improvement and which
one does well in the market.
Companies today need to see the advantages of availing the services of call center agency for this will
greatly beneft their product.
Your Challenge: Being A Supervisor In A Call Center
The very wide array of client companies from different industries commonly utilizing existing Call Center
Technology may seem insurmountable to serve at a glance.
But modern day technology has made it a relatively simple task for a skilled team of call center employ-
ees.
Some call centers handle a particular area of specialization, depending on the kind of business the client
company is involved in.
However, some companies have opted to hire call centers for their services mainly for practicality like if
this decision would enable the client company to reduce costs in operation.
When there is a problem in handling customers in any area such as services or help desk, the different
types of call center solutions are there to be chosen from.
Call center solutions offer services such as outsourcing, news and articles, and resources (among the
many types of possible services.) A call center solutions provider must be equipped with the state-of-the-
art answering services, handled by capable call center agents (both of the inbound or outbound type) to
remain competitive.
This fourishing industry also means signifcant competition.
To stay on top of the pack, four basic things must be present in the call center solutions provider com-
pany.
First, courtesy meaning, ideally a call center agent must be courteous no matter what.
She must be able to handle a persistent customer and also a furious one with the same level of courtesy
(and never lose her temper.) Second is accuracy - nothing can be accomplished if the agent submits a
wrong report.
An agent must be able to note down the details of the case so that she and others can fnd a solution for
it.
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Fourth, fexibility - the team must be able to be fexible enough to cope with all situations.
And lastly, but not the least, the team must maintain their integrity to remain trusted by the customers
and promote customer satisfaction.
Becoming a call center supervisor is a challenging job because it is not just about knowing and under-
standing the basics of internet business transactions.
Becoming a call center supervisor entails management responsibilities like maintaining motivation, meet-
ing performance and quality goals, hitting targets, maintaining customer satisfaction, coaching, counsel-
ling, and performance appraisals, among other things.
The call center supervisor probably has the most diffcult job in the call center industry because he has to
be the management, employee, and the customer all at the same time.The call center supervisor is the
front-line person in the team who should be an effective business communicator who can send clear and
consistent ideas and messages to customers and fellow workers.
He is a motivator, a friend, a disciplinarian, a colleague, and a psychologist all rolled into one.Being the
call center supervisor creates a link between the company, the customer, and the call center team.
Customer satisfaction and loyalty will be determined on the quality of service rendered by the team with
which the call center supervisor is the head.
It is therefore vital for the call center supervisor to be ready to review customer feedbacks and develop
a team that is focused on customer satisfaction.The call center supervisor also has the daunting task of
motivating his team.
He is the counsellor and the coach whenever his team is faced with diffcult challenges.
He is also the disciplinarian who will have to face the erring employee in order to address performance
that needs improvements.
He knows that a motivated team is an effective team and therefore will keep the energy level of his work-
force at a maximum.
Call Centers Are Not Just For Customer Service
Outsourcing a call center today has become one of the most affordable and cost effective business solu-
tions to customer service.
Employing the services of a call center will not only mean contacting customers, but also could include
services like clerical offce work, retail sales, and even billing and collections.
In this day and age, having a call center not only will make your company grow in terms of customer sat-
isfaction, it will also be your support and information center that can even handle operations and admin-
istrative work.With technology ever increasing and computer features advancing, call center agents can
now have multiple roles in the call center industry.
Aside from being a customer service representative, he can be a telemarketer who can create retail
sales and increase the companys customer database.
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He can also be an agent that can do clerical offce work which includes clerical skills, data entry and
encoding, retrieving and fling.
He can also do billing and collection work and help the company reduce accounts receivables through
his professional training as a call center agent.Call centers provide services that are sometimes more
affordable than hiring personnel.
A team of customer service call center professionals can do all the retail, clerical offce, and billing with
minimal cost your company.
Employing their skills will not only save you and your company in terms of salaries and wages, it will also
save you the cost of continually training your staff in customer service, offce space and maintenance,
and not to mention hardware requirements and upgrades.So if you want to increase your retail sales,
organize your clerical offce work, or you want someone to handle your billing and collections profession-
ally, then employ the services of a customer service call center and youll be surprised at how well they
perform these tasks.
Be A Leader In The Call Center Industry Whether You
Are A Staff, Supervisor, Manager Or Director
Call centers are the front-liners when it comes to customer service and customer satisfaction.
And being a leader in a call center is one of the most challenging work in the industry.
Today, being a call center supervisor is a major responsibility because it will require you not only to be
the leader in your team, but also be the manager and even director.
You are the middle man in the workforce--leading your team to success.That is why it is very important
for the supervisor and the manager to have continuous training in the feld of customer service in order
for them to become an effective leader and director in their chosen career.Many call centers monitor their
calls in order to give feedback on the quality of service provided by their agents.
But monitoring calls alone will not really help the supervisor, manager or director in giving an objective
and unbiased feedback to their agents.
This is why getting training on the proper way of communication is important in order for the team to
deliver the expected results in a measurable and tangible way.With a simple search on the web, you will
fnd different sites that cater to call center training for the supervisor, manager, and director.
Online call center training is the best choice for companies that have hectic schedules because these
online tutorials are very fexible when it comes to time and schedule.
Yet, they still focus on the student to become a leader in his feld.
So if you want your supervisor, your manager, or your director to be a leader in the call center industry
keep them trained on the latest developments of call centers advance your company into the future.
Offshore Outsourcing the Call Center Solution for
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Western Companies
Offshore outsourcing is basically a call center solution being chosen mostly by US companies at the
moment, with the Philippines and India being top choices as sites for offshore outsourcing call centers
due to the key factors of adequate infrastructure and political stability.The Philippines is expected to top
India eventually though because of certain elements lacking in Indian call centers such as grasp of for-
eign languages (the most basic language being English, followed by French, German, and Spanish not
necessarily in that order); and number of satisfactory agents produced per year.Due to market maturity
plus need for quality infrastructure, offshore outsourcing call centers will probably be located in the major
cities of the host countries to prevent incurring risks.However, the increase in offshore call centers is not
necessarily a productive development because margins become smaller and consolidation becomes
more likely.
Certain vendors may even be pressured into downsizing or shutting down completely.This means that
Western companies that have formed or are forming partnerships with domestic frms in the host country
for the offshore outsourcing business may fnd their domestic partners bellying up eventually due to their
inability to produce the desired outcome of the partnership.Any Western companies that attempt to seek
the alternative route of putting up their own wholly-owned offshore outsourcing companies may also en-
counter stiff resistance from rich and entrenched families and local companies that aim to pressure their
government into enforcing the local laws on foreign ownership of companies.
This means the Western companies may have to renew their search for countries with a more liberal ap-
proach to foreign ownership of companies.
Call Center Receptionist A Hand in Sales or in
Customer Service
IN telemarketing is becomes diffcult to get hold of prospective customers to fnally say yes to your prod-
uct or services.
As you fnally made a deal, you need to immediately attend to their needs.
Your next prospective customer on list should not be kept waiting or hold on, as there maybe other sales
service call representative that can grab them.
The same thing goes for your customer that calls for complaints or inquiries.
You have to realize that they are upset and a non-accommodating person answering can be intimidating.
You need to have a call center receptionist to handle the sales or customer service part.
Call centers have been regarded as a way to cut company costs, increase urge effciency and improve
the company’s image.
Receptionist is the very frst person that gets to be talked by customers.
They are the ones who help route, flter and direct calls on where they need to go.
Some of the services that most call center receptionist provides to companies are as follows:1) Provide
a receptionist that will enable callers to be connected to company’s employees, by extension or depart-
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ment. 2.Provide the handling of overfow calls during peak hours, so that no call is missed. 3.Provide
service to answer calls after close of business hours. 4.A recording of company’s personal announce-
ment that you would want customers to hear every time. 5.Provide a voice recording and transcription
services.
This is to capture information and transcribe to text the phone conversation.In busy hours, when you
cannot afford to lose your customer or a prospective customer, it is best that a sales or customer service
call center receptionist be at hand
Call Center Career: Clerical, Typing And Word
Processing Skills A Must!
Call centers are in great need of call center agents and professionals.
The extraordinary growth of call centers has increased the demand for this job.
With this, more and more people are now into what we label as call center bandwagon because of the
huge number of professionals grabbing this opportunity.
In applying for any job, it is essential to research what the job requirements are.
In case of call centers, there are various responsibilities that come along with this job.
Most people apply for this job simply because it does not require a specifc degree on education to be
able to land on this profession.
Some call center agencies does not even require college degree.
But what are the requirements to be a call center professional.
Basic Call center professional job requirement:Although call centers today does not require extensive
education, professionals need to have clerical skills to be qualifed.
Clerical task are often included in this job.
Knowledge in typing and word processing are just some of the tasks that are need in this profession.
Clerical jobs such as typing and word processing are very important in any call center job.To manage the
calls, answer customer inquiries and fnd information or data in the computer; you need the knowledge
and capabilities in handling computer programs.
Being fuent in a particular language, typing and word processing expertise are the basic clerical require-
ments of call centers.
Without these it is impossible to successfully manage the tasks.
If you want to successfully secure a job in call centers, you have to be ready and make sure you have
the necessary skills for this job.
Customer Service And Call Center Jobs:
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Responsiblities Of Order Desk Supervisors
Service oriented businesses today have seen what customer service can do to their business.
Call centers specifcally can make a great difference in improving your products and satisfying the needs
of your customers.
Call centers now play a vital function in most companies these days.
Today, call centers offer a wide variety of opportunities in customer service.
With the rising demand as call center agents, representatives and supervisors, more and more people
seek a career opportunity in customer service.Order desk supervisor lead the team of administrators,
making sure that they manage client inquiries and orders profciently.
In the feld of customer service, particularly in call centers, order desk supervisors lead the training and
development of the team and at the same time keeping the operational functions of sales order desk.
Within this role, the responsibilities include supporting and monitoring the team while maintaining team
performance to guarantee the quality service for customers.
Previous experience in supervising and leading a team is a must.
This includes monitoring sales operation workfow, supporting the team in resolving customer queries
and complaints and taking part in different projects that intends to assist in the team activity.
To be successful in this job, the individual must have a good interpersonal ability and communication
skill.
In any customer service environment, working under pressure is inevitable.
And having a job such as order desk supervisor requires a lot of pressure in training and handling the
team members.
Client Services, Call Center And Customer Service: A
Great Solution To Meet Consumer Needs
Companies need management solutions to effectively handle set backs, complaints and other necessary
requirements.
Without these solutions, it will be diffcult to manage and answer customer queries.
One of the best solutions on this problem is creating client services or customer service for consumers.
In this way, you will be able to meet the needs and concerns of your clients.
Customer care programs can satisfy the needs of each client.
Call centers that specifcally respond to the essential inquires anytime of the day is one great way to
serve your customers.
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With the advanced technology today, state of the art call centers can improve and help your company.
Call centers today are considered to be an effective way to provide customer service to your clients.
Most organizations these days avail of this client service because it will not only help their customers
with product inquiries but it will also assist them in marketing their promotions and advertising their mer-
chandise.
Call center and customer service plays a very important function in your company.
And without the appropriate training in client services this can actually break your organization.
But with the right supervision, this can help you advance and generate income to your company.
With the ability of call centers to transmit and receive an enormous bulk of calls daily, it can defnitely
support and assist your company in marketing your products.
And aside form that, call center agents can directly communicate and discuss with your customers what
they think about your product, so that you can improve your services.
Call centers, customer services and client services are great solutions in marketing, answering customer
queries and improving your product.
This will help your company to provide your valued customers frst hand assistance anytime, anywhere.
The Nitty Gritty About The Conference Call Center
Process
A conference call center process can be defned in two ways.
First, it may refer to a meeting between the people involved in a support order, such as the call center
agent who answered the call, the supervisor, and perhaps even the customer himself.
The meeting may be initiated by the agent and then later come to involve the Domestic Relations Offce
as well, particularly when the conference is about any decisions that have to be made regarding the sup-
port order including any payments that have to come from the call center or the client organization.The
second defnition may simply mean that a meeting of any nature is conducted between certain parties
within a call center setting.
Usually, the call center conference will be a short-term meeting which aims to accomplish a certain set
of goals and objectives.The people and/or employees who may participate in the conference call center
process could be: the call center agents/customer service representatives, the team leaders or call
center supervisors, the call center managers, and maybe eventually the call center owners as well.
To a lesser degree, others may join in the conference call center process as well, including the training
managers, human resources managers, help desk managers, e-commerce managers, operations man-
agers, channel managers, product managers, business development managers, and sales , marketing
managers.
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If very necessary, and depending on the situation, call center staff doctors may be called in to participate
too.
Call Center Software: A Great Tool For Call Center
Management
Call center is known to be a great tool in managing your customers needs.
Now it has become an inevitable part of customer service.
Just like in any business, you need technology to increase your productivity and manage the information
properly.
Data management is very important in effectively providing your team all the information support they are
going to need in handling client inquiries.
One great solution to effciently manage call centers today is to choose the right call center software.
Several software are readily available in the market today that provides you the monitoring capability that
is required in this business.
Some software are capable of allowing agents to access the data anywhere as long as there is an inter-
net connection.
This software gives data access to distant agents in virtual environment.
It does not matter where you are because it can link you to offce and work at home employees.
Together they can work and effectively support the team and your customers.
There are numerous applications that can go with call center software.
The applications in this software can assist you in debt collection, mortgage marketing, fnancial servic-
es, reminders, political calls, store locator, customer survey and many more.
Call center software is an important tool in call center management.
This application can give you an edge to lead in the call center industry.
With the use of proper software you will be able to work faster and answer the client queries easily.
Call Center Representative: Frontliner In Customer
Service
Call center representatives are the front liners in your company.
They are also employed by different types of companies throughout the world and interact directly with
your clients.
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They are also in charge of making sure that the companys clients obtain a suffcient assistance with all
the concerns, queries and complaints in the product or service.
Call center representatives relate and interact with clients to give them support and information from their
queries about the product.
Being a call center representative can also be a tough job for they handle angry and unsatisfed clients.
They need to answer their questions with grace and with clear instructions to the clients.
They communicate with the clients by using email, telephone and fax.
Although some customer service representatives deal with general complaints and questions, others
specialize on a certain product or service.
This job requires a routine of requests and queries.
The questions vary from providing the credit balance of customers, check the status of the order and
how tos on troubleshooting the system in their computer.
Answering the questions is easily accessed in the computer.
All the representative needs to do is look up the data or information to the computer.
But there are some questions that are more complicated and needed to be researched and explained
thoroughly to the client.
Call center representatives must handle situations like this and resolve the problem based on the guide-
lines and rules of the company.
Call center representative is indeed a very important role in any customer service.
Call centers today demands a lot of representatives that will answer, attend and handle client inquiries.
The Telemarketing Manager How to Lead Successful
Call Center Operations
The world of telemarketing is making waves in the call center arena, introducing a more effcient way in
doing marketing business.
Though coupled with limitations as mandated by law (TCPA Telephone Consumer Protection Act of
1991) and Federal Trade Commission policies (Do Not Call Registry), still telemarketing techniques keep
on evolving, fnding new ways on how to increase customer satisfaction.To lead a successful telemarket-
ing operation, the company needs a very strong, sophisticated and experienced telemarketing manager
to cope up with the challenges and guide the team on each effort to sustain high quality targets.
Coming up with a telemarketing campaign needs full attention to ensure that every team member is
equipped with the expertise needed in handling such calls.
Telemarketing managers should keep themselves visible in the production foor to make their own evalu-
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ations.
They can also make recommendations on how agents can improve their performance.
Though conveying diffcult messages is not easy at times, this is very crucial to ensure consistency and
compel compliance to the call fow.
They can also give out direct coaching tips to supervisors or team leaders if necessary.
In addition, a telemarketing manager can enforce training when needed.
Training is always an on-going process and a careful evaluation on people who needs it is a must.
Being a telemarketing agent, one must polish his or her communication skills.
It is requirement to speak clearly on every call, while applying a friendly persistent approach to be able to
bounce back from customer rejection.
Training can defnitely take part in honing such skill.
Always remember that accomplishing desired results is the lifeblood of telemarketing and achieving this
should start by placing the right people do the right job.
How Call Center Employment Keeps BPO Companies
Grounded in Reality
A call center company deals with business process outsourcing (BPO), where agents with different skills
(usually with expertise in information technology) and perhaps a bachelors degree, as well may combine
their different types of skills with one objective in mind only.
That objective is to provide services to meet the high-level business and leisure demands of the vast
number of consumers who need the call center.
Regardless of the many demands that come with call center employment, many job applicants remain
fascinated about obtaining call center jobs for themselves.
This is usually because of the promising compensation that awaits every successful applicant.
The work involved in a call center may also seem simple and manageable when the applicants compare
that to the astounding salary rate.
Still, the recruitment team of a call center must be sensitive in screening each applicant.
The skills required should never be compromised so that their assessment of a candidate for flling par-
ticular call center job position is always accurate.
Applicants undergo a multi-screening process, which may test their ability to speak and write well in a
given language, and how they express themselves with confdence.
This allows the recruitment team to distinguish their aptitude for facing the toughest work-related situa-
77
tions.
Applicants must be absolutely hard-working, well-trained, patient, and possess remarkable skills in cus-
tomer service, grammar and vocabulary usage.
The persistent creation of new BPO companies is remarkable because entering this kind of business
gives them the opportunity to seize signifcant profts later on.
They serve a vast number of consumers, who nowadays demand for an easier means to meet their indi-
vidual need for information, products, travel, banking, and IT solutions.
Some of the BPO companies go the extra mile by providing online tutorials in certain languages as well
for foreign clients who want to learn new language skills other than their spoken one.
That is taking customer service to a whole new level.
Working As A Call Center Customer Service Offce
Support Agent
When it comes to customer service, the call center offce support is the front-liner of the company.
He will be responsible for providing secretarial, clerical and administrative support for the customer,
client and even for the organization in the most effective and effcient way.The offce support call center
agent will handle and will be responsible for providing offce, clerical and customer services for the or-
ganization.
The call center will do his best to provide these services in a timely and friendly manger in order to avoid
disruptions in the workfow.
Since most offce support positions in a call center not only provide customer service but also clerical
and secretarial work, the agent will regularly handle transactions that involve the relaying of telephone
messages, maintaining a fling system, respond to inquiries, and coordinate schedules and deliverables.
Working in this feld will require the candidate to be professional when it comes to fnancial transactions
involving funds and services in order to maintain an accurate and reliable record.
Work orders, records, receipts and collections should be properly documented and fled.
There is a full range of administrative and operational work for the call center offce support agent.
Customer service and satisfaction should be the frst priority aside from managing and monitoring the
work process.Being an offce support call center agent, responsibilities will vary from time to time.
Some organizations will assign you to interact closely with the client and provide additional customer
service through follow ups and liaison work.
Therefore, the skills necessary to become an offce support worker should include being independent
while at the same time a team worker.
Computer Call Center Help Desk - Coping Up with
78
the Demands of the Call Center Generation
;Dominate the enterprise.
This has been the ultimate goal of a computer call center help desk when talking about the site’s perfor-
mance.
Since there are a lot of call centers established in and out of the US, it is but a reality that competition is
always there to meet or even exceed the expectations of the client, hence more work (not to mention sal-
ary adjustments and bonuses) will be given to deserving help desk agents.
Therefore, the performance of the call center site is critical in keeping business deals with clients.
More satisfed customers mean exceeding performance for the site.
This also means keeping client value and so, more jobs and perks for help desk agents.
More work means job security so this is something that they should be proud of or even brag about.
This is a chain that needs to be in place to keep the business going and moving forward.So how is the
computer call center help desk’s performance being measured? There are two ways to measure the
site’s performance.
First is through sending customer surveys.
After the interaction, the customer will be sent an email containing a list of questions where he or she
can grade the help desk agent who assisted him or her with a computer-related issue.
Ranging from poor to excellent, this is where the data for the site performance come from.
Another way is through quality checks.
There is a designated team that handles quality monitoring to agent interactions.
A specifc guideline should be established and make known to help desk agents to maintain the quality of
every customer contact.
Working together as a team can defnitely make call center domination more than achievable.
The Life of A Call Center Analyst
The advances in modern-day technology many times dictate how the client company should handle their
customers so that customer service proceeds in the most effcient and fastest way.
The airline industry has no excuse not to join in this trend - and so the Call Center Airline Industry was
born.
Airlines were actually one of the frst industries to avail of call center technology and services when these
were created.
An airline call center supports the large and expanding travel industry.
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Airline industry is a highly capital-intensive business as worldwide travel was valued at US$3.1 trillion ten
years ago (in 1997) and it is projected to grow to $7.1 trillion this 2007) The airline call center plays an
important role in the prompt delivery of services in this scenario then.
With a single number, a customer may call in and the call is then managed and acted upon by an agent
who decides how best to provide customer service.
One of the latest trends in the industry is the ticket-less travel and the electronic ticketing systems.
This means reducing costs involved in regular documentation systems.
Airline call centers are the companies that provide the missing link to these services.
The staff of an airline call center is made up of capable airline call center agents.
An airline call center agent is not like your regular call center agent.
To work in an airline call center, one must possess considerable knowledge in geography inclusive of
data about routes, gateways and time zones.
Likewise he must also know about airline sales and customer services, as well as the rest of the basic
airline operations.
He must be able to give suggestions and options to airline customers regarding their travel needs, while
also issuing tickets to customers.
Most of the time, the airline call center agent must be pro-active so that his employer gains a better edge
in business.
The growth of the call center industry seems to be unstoppable at the moment, partly due to advances
in the technology used and partly because it is manned by career-oriented men and women who are
always willing to support the team for the common goal of delivering fast yet accurate services to the
customers.
A vital part of that team is the call center analyst.
A call center analyst is someone who is highly analytical, and well trained with technical abilities to be
able to handle her responsibilities.
To fll the position, she needs to be a graduate in college (or at least have reached a certain level in col-
lege) and must be fuent in the English language.
This position also requires shifting schedules that is why someone who is willing to work on the dreaded
graveyard shift is welcome.
The person must also be highly motivated and capable of adapting in the fast-paced world of call cent-
ers.
The wide range of industries utilizing call center technology makes analysts responsible for various
responsibilities.
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This would depend on the kind of industry the company may be involved in.
An analyst who works for a bank would usually handle fraud analysis.
She verifes every transaction and sees to it that there is no fraud involved.
Should there be any fraudulent activity, the call center analyst would make recommendations to the man-
agement and formulate revisions to improve fraud detection.
Part of the general and basic tasks of a call center analyst is dealing with customers - that is why a high
degree of professionalism and diplomacy is needed for the position.
Call center staff work in a team environment and this means the call center analyst may prove indispen-
sable to the team.
What Will The Director Call Center Operations
Applicant Be Responsible for When Hired?
When you talk about the position of Director Call Center Operations, the scope of responsibilities of the
applicant for such a position will be very vast.
This is because the Director will not be responsible simply for one call center but rather for different call
centers under the same umbrella organization.The applicant for Director Call Center Operations must
have the technological background so that he can understand how the call center IT systems work.
At the same time, he must be able to grasp customer service applications in the call center environment
very well so that he knows how to structure customer service appropriately so that all customer service
representatives will be able to follow his instructions and do their jobs well.So we see that the Director
must be able to merge these two functions technology and human customer service into the call center
customer care services.Before one can be considered for this position, you need to have around 5 years
of experience at the management level for multiple call center sites (at the very least.) You should also
possess skills and experience in project management and implementation of call center technologies
too.As far as educational attainment is concerned, you should have been able to complete at least a
bachelor’s degree in certain felds like communications or business management.
Those who possess a Master’s degree or an MBA would have the advantage over candidates with infe-
rior qualifcations.
You may also need call center certifcation too, depending on who will be hiring you.

Contents
Understanding the Effects of Good Customer Service in Increasing Sales in Call Centers 5 The Road to Becoming a Call Center Manager, Supervisor and Group Leader 5 Why You Need Call Center Support 6 Why Choose Call Center Careers? 7 Conquering Challenges of Call Center/Customer Service Managers 8 Why Managers Have to Re-Examine Customer Call Center Policies 9 The Requirements for the Manager Call Center Position 10 The Need to Train a Call Center Agent 10 Call Center here at your Service 11 Customer Service And Call Center: A Solution To Satisfy Your Customer Needs 12 Why Call Center Solutions Are Important to Everyone 13 The Computer Help Desk Call Center - An IT Service Provider 14 The Operation in a Call Center 14 The Different Types of Call Center Management Jobs 15 The On-the-Job Duties of A Call Center Rep 16 Qualities of a good Customer Service Representative in a Call Center 16 What You Need To Know About Call Center Management 18 Standard Requirements for A Call Center Agent Applicant 19 Call Center Jobs Taking Chances on a Call Center Career 20 The Importance of an Office Call Center 20 The Advantages Of Work From Home Call Center 21 Call Center Operations Managers And Service Quality 22 Problems Encountered in Management Inbound Call Center Organizations 22 Call Center Guarantees Profit and Collection Generation 23 The Qualities of a Call Center Vice President 24 What Is Required From a Customer Service Representative Call Center Applicant? 24 Who Offers Virtual Call Center Employment Nowadays? 25 The Qualities of an Effective Call Center Financial Services Representative 26 Call Center Pricing Is Affordable 26 Call Center Consulting For Your Company 27 Call Center And Customer Service: One And The Same 28 Why You Need A Call Center Furniture 29 The Services In a Call Center 29 Let the Customer Service Call Center Handle your Customers 30 Inside Sales and Telephone Sales in a Call Center 31 The Main Responsibilities Of Call Center Managers 32 How A Customer Service Call Center Manager Should Hire Agents 33 Manage the Telemarketing of Products through Call Center 33 Call Center Collections And Customer Service 34 Qualities of a Call Center Representative 35 When Is A Collection Call Center Customer Service Representative Necessary? 36 What Does an Appointment Setter Call Center Part Time Employee Do? 36 How to Prepare for a Call Center Work at Home 37
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