CRM - Preaching Vs

Practicing Customer
Service
V Chandrasekhar
Bank of Baroda

Contact Center

Customer Service

What is the Customer Service?

Cycle of Customer Service
Listening to Customers
Customer care programme
Monitoring customer satisfaction
Internal customers
Service level agreement
Training & Development for customer service
Communications
Recognition & Rewards
Case studies.

Understanding Moods of Customers

Contact Center

eMail
Fax
IVR
Voice
Internet
Chat

Contact Center

Client Feedback
Customer Data Updation
Knowledge Data base Updation
MIS
Analysis
Reports

CRM Infrastructure

Infrastructure for inbound and outbound

and back office processing
Design
Networking
Interiors
Software
HR
Business Development

Call handling skills

Inbound
Outbound
Telemarketing
Listening skills
Voice modulation
Handling irate
Customers

Recording / Listening /
Evaluating calls Mock
calls (using voice
recording)
Software for an agent's
skill analysis FAQS /
Scripts for call center
Operating & Closing
Dialogues.

Sales Management

SPANCO process
Selling Techniques
How to be a good sales person?
Handling objection
Closing techniques.

English Language

Grammar
Words/ Sentences/pronunciations
Sentence reading
Speed reading
Speed writing
Effective communications
Essay writing
Listening Skills
Voice modulation & Skill performance

Special Training

Time Management
Team Building
Motivation Techniques
Stress management
Quality Assessment of Call Center Agents
Tips on how to be a successful Worker
Voice Culture & Voice Modulation.

IT Skills

CRM software navigation

Call handling in a live call center
Computer basics
Familiarization with the internet & Word
processing using MS-Word for call
center communications
Web & fax support to customer.

CRM/Call Center Technology

What is a Call Center

Components of a call center
Technical overview of a call center
Keyboarding skills
e-mail, web chat, database management and
MIS.
CRM software navigation
Inbound & Outbound call handling - software
based.

Culture Familiarization

Familiarization with British / American Culture /

accents
Pronunciation
Speaking skills
Listening to recorded calls
Exercise from video films
Mock Sessions
Audio process
Verbal test
Writing skills
E-Mail writing Exercises.

Services

leading Contact Management service providers offer

end-to-end CRM Solutions

integrated with sales force automation
field force management
and service chain management services.
Inbound Direct Marketing Response
Pre-Sales Support
Product Enquiries & FAQ's
Order Intake & Processing
Post-Sales Customer Support Help Desk & Fulfillment

Services

Customer care Complaint Cell

Customer Relationship Management (CRM)
Service Chain & Field Force Management
Campaign Management
Telemarketing
Up Selling / Cross Selling
Customer Loyalty Programs. Database Generation and Updation.
Report Generation for Analysis and Action.

BPO

Customer Interaction Services / Contact

Center Management
Back Office Operations
Insurance claims Processing
Legal Databases
Payroll / HR Services
Digital Content
Online Education
Data Digitization / GIS

Training

Training in Quality Systems and ISO 9000 standards.

Documentation of Quality manual and business
processes.
Training of internal auditors.
Implementation and monitoring through internal audits,
extrinsic audits and management reviews.
Co-ordination for certification.
Post certification assistance for sustenance of the
system and the certification

CRM

Pre-Sales

Product Info
Dealer Info
Comparative Info
Category Specific Generic Info
Purchase History
Intention to buy
Database generation
Leads
Authentication
Verification

CRM

Sales

Lead Sales
Lead Generation
Order Booking
Prospect Follow-up
Suggestive Selling
Up Selling
Cross Selling

CRM

Marketing

Campaigns
Sales Promotions
Market Research

CRM

After Sales

24 by 7 help desk
Compliant logging
Call routing
Order tracking
Compliant status

CRM

Channel Support

Dealer Queries
Prospect pass on
Stock Detail
Conversion rates

CRM

Reporting

Trends
Charts
Statistical Analysis

THANK YOU