QUARTER III
TECHNOLOGY AND LIVELIHOOD EDUCATION (TLE) 10 4. Telemarketing/Teleservices - Sets up sales calls for sales
Contact Center Services (CCS)
MODULE 1 – CLIENTS’/CUSTOMERS’ NEEDS (PART 1)
A call center representative does multiple task base on the functions
of the BPO industry he is working at. Technological innovations in
Internet and the World Wide Web (WWW) led to the expansion and
use of Call Centers. Here are some Call center job titles that may be
included in an organization.
1. Account Executive - works in many fields and help grow their
companies by finding leads, closing sales, supporting existing
clients, formulating sales strategies, and communicating product
value to clients.
2. Customer Service Representative (CSR) - help customers with
complaints and questions, give customers information about
products and services, take orders, and process returns.
3. Data Entry/Order Clerk - inputs data into a computer from
forms or other non-electronic forms of data.
4. Sales Representative - works with customers to find what they
want, create solutions and ensure a smooth sales process.
5. Technical Support Representative (TSR) - answers incoming
phone calls and troubleshoot customer tech problems with computer
software and hardware.
CLIENTS’/CUSTOMERS’ NEEDS
Here are some types of calls depending on the customers’ needs:
1. Complaint Resolution - accepts a problem related to a product or
service provided by the organization.
2. Document/Order Processing – processing of forms, orders or
applications needed by the client. The agent inputs the needed
information to a system to process the client’s application. Example:
Mortgage, credit, membership forms.
3. Inquiry Services – Frequently Asked Questions (FAQs) are
answered in this type of call electronically. Some organizations use
Interactive Voice Response (IVR), websites, fax-on-demand to
accommodate clients.
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representatives.
MODULE 2 – CLIENTS’/CUSTOMERS’ NEEDS (PART 2)
The clients and customers raised several needs in call center. Here
are some of them:
1. Counseling 5. Academic Instruction
2. Directory 6. Travel Advisories
3. Booking 7. Sales
4. Technical Support 8. Data Gathering
1. COUNSELING
This assistance makes use of toll-free telephone services to
assist clients on matters that includes physical, mental,
emotional or spiritual well-being. Religious groups or non-
governmental organizations (NGO) usually handle counselling.
Some of the known NGO that provide counselling are Bantay
Bata, Red Cross of the Philippines, World Vision.
Common Types of Counseling
Marriage and family counseling - this type of counseling is offered
to couples before married life as a preparation for their marriage.
And this is also applicable to those spouses having trouble on their
relationship. Counselors and therapists help them improve their
communication skills, increase mutual respect and even help in the
aspect of developing their children towards adulthood.
Guidance and career counseling - It is a broad, developmental
program to assist individuals in decision-making and implementing
informed educational and occupational options. This type of
counseling helps individuals to develop their competencies in self-
knowledge, educational pursuits, occupational exploration, and
career planning. Having this counseling is a good choice to know
which job opportunities are more likely applicable to the client.
Rehabilitation counseling-This is involved with people having
emotional and physical disabilities. Counselors help them to live life
independently. Rehabilitation counselors can be available in different
departments and community programs. Private sectors in for-profit
and non-profit in line to education, recreation and drug facilities may
have this program.
Mental health counseling – People in need of emotional and
psychological support need this counseling. Mental health
counselors help their clients how to make healthy decisions for
themselves, their relationships and their future as well. This
counseling is helpful in times of anxiety, depression and suicidal
tendencies.
Substance abuse counseling - People with drug and alcohol
addictions, eating disorders and other behavioral issues are those
whom the substance abuse counselors help with. They are patient in
dealing with them so that their clients will be able to gain confidence
again on their field of success.
Educational Counseling – Children grow and having lives busier
than before. As they grow, challenges grow along with them at
home, with their friends, or in their studies. This is where
educational counseling comes in. School counselors can help them
nurture their formative years with confidence and maturity.
2. DIRECTORY
Directory is also known as “information” before it changed its
name because of the unrelated queries from the clients. It is a
source of updated telephone lists and skip tracing where one
can get somebody else’ address and telephone numbers. Its use
is like that of a directory book given to residences and
commercial establishment with a telephone line. It looks like a
thick book usually in yellow pages.
3. BOOKING
Booking is a process of reservation of slots or seats to avail specific
services. Many of the industries today offer booking services,
examples are Hotel reservations, ticket purchases for concerts and
amusement, flights and other recreation services.
4. TECHNICAL SUPPORT
Many BPO Company offer this kind of service to clients. This
pertains to any technical assistance in hardware and software
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applications. The agent usually assists the clients to any
troubleshooting needed for their devices. One must be
knowledgeable in system specification, technical terminologies and
has the skills to provide correct possible solutions to their client.
MODULE 3 – CLIENTS’/CUSTOMERS’ NEEDS (PART 3)
1. ACADEMIC INSTITUTION
Most of the call center company offer ESL or English as
Second Language. They look for agents who can teach in
English language to different nationalities. Online tutorial
happens in a real time basis. That is why a lot of call center
agents are scheduled in graveyard shift or night shift. Here in
the Philippines, call center agents in academic instruction
handles Japanese, Korean and Chinese students.
2. TRAVEL ADVISORIES
Travel advisory is associated to travel bookings. Mostly of the
airlines has their own travel advisory agents who
accommodates inquiries on the clients’ bookings, refund,
schedule of flights, cancellation of flights and promos. The
Department of Foreign Affairs (DFA) is the government agency
that decides on the cancellation of flights if necessary.
3. SALES
In this matter, we are talking about Online Sales, which
means transactions are made via internet. Due to its minimal
consumption of customer’s time and resources, online sales is
being in the demand nowadays. The main task of in this type
of customer service is providing the customers with product
and service information.
4. DATA GATHERING
It is the process of gathering employees’ knowledge and
skills and make it available to the organization for everyone
who needs it. It is one of the assets of the organization.
An organization uses a knowledge management system
to help them organize documents, FQAs and other needed
information into accessible formats for both all customers.
With the use of this tool, keeping documents become up to
 date and self-service utility can be available to the customers.
Small business that are starting out and global enterprises
can both have this tool valuable for their services and
transactions.
MODULE 4 – PRODUCTS AND SERVICES:
Financial Services
Business Process Outsourcing offers solutions in the following areas:
1. Financial Services
2. Technical Support/Help Desk
3. Sales Support
4. Client-Specific Products
Financial Services- This category means handling financial
statements while following legal and regulatory requirements. Some
companies hire BPO firm as their third-party partner to manage
these needs. More importantly, the benefits that BPO’s give can be as
follows: cost-saving, avoids penalties, and more resources for income
generating tasks.
1. Billing Support – Customer agents need to be very familiar with
how billing works in the company and have accessed to the system
to make necessary solutions to customers. In billing, customers
would usually call to BPO firms to make clarifications on their billing
statement charge, interest rate, account receivables and any other
billing issues.
Moreover, the billing department also informs their customers about
their outstanding balance, due date of payment, assisting payment
arrangements or explaining their current bill status.
2. Collections – A collection specialist is responsible to conduct calls
to delinquent customers in an effort to have them pay their overdue
accounts. They also provide account adjustments, resolve
discrepancies and short payments. They are also responsible in
monitoring their assigned accounts through customer calls, account
adjustments, customer reconciliations, and credit memos.
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Others (bank, credit card companies or credit lenders) sometimes
sell their delinquent accounts to third party collection agencies in
exchange for immediate cash recovery.
MODULE 5 – PRODUCTS AND SERVICES:
Technical and Sales Support
Technical Support/Help Desk- This category means a group of
individuals working as technical support teams which resolve issues
or answers questions regarding the products offered by technology
companies. These companies which offer electronic devices, software,
electrical appliances, internet providers or craft tools deliver
customer service through phone, through email, or with a live-chat
interface.
In outsourcing, tech-support team requires people with an in-depth
knowledge for technology, good communication skills and
understand costumers without the need to be physically present.
These are common tech issues that can be resolved using a self-
serve knowledge but with some help from the agents:
1. Troubleshoot computer hardware and software
2. Assessing information
3. Assistance in assembly and its usage
4. Warranty and registration
5. Benefits
6. Proper handling
Sales Support- This category means variety of functions that helps
the sales representatives sell or close deals. This function may differ
per company, the size of the team and the type of sales the company
focuses on.
Sales support team comprises of people who are expert in decision-
making. They are also well-trained in product value, research,
market aspects and interpersonal skills. As some of the team works
on necessary research to create good impact for their
products/services.
Typically, sales support emphases on:
1. Process new sales
2. Manage communication between the sales team and clients
3. Monitor customer accounts
4. Provide report needed by the sales team
5. Keep track of sales target
MODULE 6 – PRODUCTS AND SERVICES: Client-Specific
Products
Client-Specific Products- Selling products via Internet has
progressively becoming popular and growing nowadays. Numerous
websites offering products have given enough good reason why
people considered shopping using their fingertips helpful and
convenient.
Techno-Entrepreneurs who are mostly young and dynamic
individuals vastly develop e-commerce that serviced common
needs of people. Although technology is a factor in delivering such
service and promoting products, most experts suggest that
customer service and sales support signifies the success factor of
this type of business venture.
Outsourcing customer service to handle orders or to answer
queries is an efficient way in dealing online businesses. Most online
store or businesses hire a third-party outsourcing which
specializes in digital marketing and management.
Here are few reasons why outsourcing in e-commerce have their
benefits:
1. For companies to focus more on their main objectives;
2. To streamline the order-taking process;
3. To assure a round-the-clock customer support;
4. To create better communication towards the customers; and
5. To personalized service for greater customer satisfaction.
To make online business a success aside from being proficient in
technology or from the assistance of outsourcing, one must become
knowledgeable in choosing the right products to sell. Online Selling
is different from the traditional selling. The demand in the physical
stores doesn’t necessary mean has the same impact compared with
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selling via internet. The demand of these products online means the
competition would be tough and their numbers might increase.
These are some of the best products to sell online:
1. Fashion and beauty
2. Technological products
3. Food and personal care
4. Furniture and appliances
5. Travel
6. Toys and DIY items
7. Video games
8. Second-hand sales
9. Books/E-books
10. Digital Music
11. Educational courses
MODULE 7 – INTERACTIVE COMMUNICATION
Have you ever experienced having a conversation over the phone
with a call center representative? How was it? Are you satisfied with
his service? Did he successfully attend to your needs? Every
business organization aims one goal: customer satisfaction. Nothing
is more fulfilling to the organization than seeing their customer
satisfied not only to their product but also to their services. That is
why it is important for them to have a good impression to their
clients. From the greetings down to the end of the conversation
matters. This is where interactive communication must take place.
Interactive communication makes the experience of the clients level
up without having more people to assist them. It keeps the
conversation shorter but giving the clients satisfying experience.
Today, interactive communication engages in technology by using
systems to easily access clients’ personal data, records of products
and self-assisted technology like command bot in Messenger. Call
center representatives must also keep in detail of the conversation
and knowledgeable to the clients’ concerns as part of interactive
communication.
Let us explore more on this. First, let us talk about inbound calls.
There are two types of inbound call centers. Those who handle
queries or handle transactions and those who handle both (queries
and transaction). Let us talk about these as we are learn about
interactive communication.
Types of Inbound Call Centers
A. Handling Queries
Queries are questions or inquiries that may be asked by the clients
which vary from simple to complex. Some of the queries are related
to figures, facts and policies. One example of this is housing
properties. The agent must be well rounded on every details from the
location, lot figures and documents in particular needed for the
security of the property.
B. Handling Transactions
This involves more complex procedures compare to handling queries.
It is not just about being knowledgeable on the product or service.
Some call centers handle transactions dealt online like paying bills
and fund transfers, insurance companies and investment firms that
need complex recording. With these complex matters, handling
transactions use application systems to keep the recording more
accurate and efficient.
C. Both Types of Calls (Handling Queries and Transactions)
Call centers handle both queries and transactions. Staffs are able to
answer their clients’ queries and transact any procedures needed.
MODULE 8 – GATHERING INFORMATION IN A COURTEOUS AND
PROFESSIONAL MANNER (Part 1)
What type of customer service representative would like to talk
with? Would you like to be someday? One of the assets of being a
good customer service representative is being a good
communicator. Someone who knows how to speak with his client
in a courteous and professional manner. In addition, it will be
better to be skilled in using technology in their services. Let us talk
more about the best practices of a courteous and professional
customer service representative.
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Best Practices Description
1. Prompts • Greetings is important for it sets the mood of the
and Greetings conversation. Make sure to greet the caller politely
with clear utterance of each words.
• It is also important that what you represent as
part of your introduction is well understood.
• Simple words are highly encourage. Avoid words
that are deep in meaning. Use of jargons is
discouraged as well.
• Make your prompts as short as possible.
2. Manner of • Maintain a nice and courteous conversation no
Conversation matter who and what the caller is, no matter what
the situation is.
• Express gratitude whenever a task is
successfully done.
• Do not overdo gratitude to avoid lengthy time of
discussion with a caller.
• Appreciate a caller who generates good revenue
to build a better relationship with them. This may
be a good investment of partnership with them.
3. Confirm • Confirming messages is done through repeating
Messages of important details from the caller. Important
details like account number, payment
information, address etc. This makes efficient
service that improves customer experience.
4. • Redundancy in solution is at best during
Redundancy emergencies. This makes the client that the IVR
channels are available 24hours. Having this kind
of practice during emergencies pacify the clients
for they are known with little patience in
technology and natural disasters.

5. Security • Data privacy is always been one of the essentials
in any business organizations especially in this
time where technology plays a vital role to
everyone. Securing clients’ information is very
important.
• Ensuring that every solution you offer to the
client is factual and truth keeps them secured in
availing your products or services.
MODULE 9 – GATHERING INFORMATION IN A COURTEOUS AND
PROFESSIONAL MANNER (Part 2)
Aside from the best practices in gathering information discussed in
the previous modules, there are other best practices perform by the
call center agents.
Best Description
Practices
1. Number • Figures are important part of a transaction and
Clarification query. Read them in a way that the caller will
easily understand and take note.
• When giving back figures to the caller, use the
pattern 4x4 for 16-digit numbers and 3-3-4 for
contact numbers. Example: 9876-5432-1234; 234-
567-8901. This will ease the feeling of talking with
non-human in IVR channel.
2. Temporary • Agents may not be available always especially
Messages when there are bulk calls or a maintenance of their
system. In that case, temporary messages are a
great help.
• Temporary messages are used to let the caller
know the status of their agents or service.
• Temporary messages must be:
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(a) Real – Don’t make up messages to cover up the
agencies situation. Callers want honest service.
(b) Direct – Avoid long messages in creating your
temporary message. Get direct to the point so that
you will not consume time of your callers.
(c) Repetitive – Allow your callers to hear your
message more than once. As long as the caller is in
the line, do not stop playing the recorded message.
Callers may be stressed out and cannot easily
absorb your message.
(d) Precise – Include only what is needed by the
caller. Avoid general messages. Callers appreciate
service that can navigate them towards solutions
and give easily-digested instructions.
3. Menu • Menu structure gives the caller instructions to
Structure arrive to the service they want to have.
• Give menus as direct as it could be. Make sure
that your menus do not intercede to one another.
• Fewer options are recommended, no more than 5
options.
• Avoid options “Return to the Main Menu”
4. Accuracy • Make sure that when a caller asks information,
you give updated and accurate information. It
would be a hassle for them if what we give is not
what they needed. For it needs them to call again
and spend time for their queries.
5. Profession- • Personal feelings or agenda must not be present
alism in dealing with business matters. Avoid asking
callers non-related information and questions.
• Personal opinion is not proper in dealing with
callers.
• Avoid holding the line for too long. Do it only if
necessary like if you need to process something
related to the callers’ query.
• Maintain a tone that will not make the caller
upset. Usually, callers’ patience is triggered when
too much time is consumed connecting to the line
and may be impatience talking with you.
Unpleasant tone may add up to the callers
impatience and frustrations.
 Steps in Paraphrasing
1. Study the original version of the message until you fully
understand its meaning. It could be a voice recording or a written
document.
MODULE 10 – PROBING SKILLS - PARAPHRASING 2. Jot down important details. You may use probing to help you
come up with your paraphrase.
Probing Skills 3. Write your own version of the passage.
It is important in a conversation that the client and the agent are on 4. Check your version if it accurately expresses the thought of the
the same page. It means that the agent clearly understood what the original version.
client is saying. If a conflict arise due to misunderstanding, it will 5. Present your paraphrased version to your client. Use quotation
reflect unpleasant service of the company. That is why it is important marks (“”) if you get specific information from the original version.
that the agent can dig down what the client is saying.
Sample Paraphrase Proper Paraphrase Improper
Using PROBING QUESTIONS can help the agent understand the Original Version Paraphrase
client’s needs. These questions help the conversation more specific I prefer monthly If I understood it For clarification
and direct. Probing questions serve as the backbone of the payment for my correctly ma’am, you Ma’am, you
conversation so that the agent can give effective solutions to the healthcare insurance prefer your healthcare want the
client. The use of 4Ws 1H questions is used to create an effective and have it auto- insurance payment on payment auto-
probing question. debited on my savings a monthly basis and debit in your
account with my have it auto-debited in savings
Example of Probing questions: permission. your savings account. account?
• What makes you say that mam/sir? And you prefer to get Is that correct?
• How do you want our service work on that Ma’am/Sir? notified and have your
• Why do you think this situation affects your actions Ma’am/Sir? permission before we
make the transaction,
• What difference can you see between these options Ma’am/Sir?
is that correct?
• How certain are you Ma’am/Sir? Why do you say so?
MODULE 11 – PROBING SKILLS – SUMMARIZING AND
CLARIFYING
A. Paraphrasing
Aside from asking Probing Questions and Paraphrasing, there are
Paraphrasing is another way to keep you and your client be on the other two ways to learn to improve our probing skills.
same page. It is stating your own version based on what you
understood with the client’s message. It doesn’t need to be as exact • Summarizing – it is often thought the same with paraphrasing.
as it is but it must maintain the thought of the message and have But summarizing is stating the necessary details of the entire
the specific information intact. Paraphrasing also helps the statements. Paraphrasing focuses on a single or a fewer statement.
message more simple and comprehensive. Summarizing involves the wholeness of the statement. It separates
the necessary and unnecessary details of the story or event. In
summarizing we keep the necessary and deletes the unnecessary.
Usually summarizing minimizes the text to one-third or one-quarter

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of the original without compromising the original meaning of the
story or event. Here are some tips to summarizing:
1. Use the FIRST, THEN, FINALLY
- First – What happened first? This stage identifies the initial action
of the main person/customer.
- Then – What are the details of the action happened.
- Finally – What are the results of the action happened.
2. Use the 5Ws and H Question
- Who is the main person involved
- What did he do
- When did the action happen
- Where did the action happen
- Why did the main person do the action
- How did the main person did the action
• Clarifying – is a form of reflection or tool to clear
misunderstanding, broad statements, and confusion. It helps the
agent to ensure information given by the customers. It helps the
customers give the specific inquiry or need they want. Clarifying is
for the agent to not go beyond the problem or inquiry of the
customer. An agent is not allowed to give personal thoughts on the
matter.
There are two types of clarifying questions: open question and close
question.
- Open Question seeks explanation of an action, gives a specific
answer that can be used for a follow up question. Example: When
was the last time you avail our product?
- Close Question is answerable by yes or no. This question must be
given accurate answer.
Sample Clarifying:
Customer: Good day. I just want to clarify about my postpaid
account. I had my payment already but when I received my bill, my
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payment is not reflected. How come that my payment is not reflected
on my bill?
Representative: Good day Ma’am. Im sorry for that inconvenience.
Correct me if I misunderstood your statement Ma’am. You already
have your payment of your postpaid bill but it is not reflected in the
bill you recently received? Am I right Ma’am?
Customer: Yes, you are right.
Representative: May I ask when and where did you have your last
payment Ma’am?
Customer: September 15, 2020 at Metrobank San Joaquin Branch
Pasig City.
Representative: You have your payment done last September 15 at
Metrobank San Joaquin Branch Pasig City. Let me check your
transaction record ma’am for awhile.
MODULE 12 – CALL STRUCTURE
Handling calls involves a guide or structure to make sure that the
customer is properly accommodated to whatever he needs. Some
thought that customer representatives or agents rely on a ‘script’
they must follow but what they have is a call structure. Call
structure includes phases or stages they follow as they talk to their
customers. From the greetings down to the closing part of the call is
essential.
Both inbound and outbound calls follow a call structure. A basic call
structure is here as an example:
Greetings from the agent is the first thing to hear in
I. Opening / the call. It is important that the customer feel positive
Greetings from the beginning. Sound positive but not
overacting. Dont forget to introduce your name, the
name of the company you are representing, and offer
help to the customer for inbound. For outbound calls,
dont for get to speak politely since you initiated the
call.
The customer gives his information. The customer
II. Identify the starts to say his concerns. In this stage, be an active
purpose of the listener. So that you can clarify things that needs
call through attention. Avoid cutting off the customer while he is
listening talking. Wait until he finished his concerns. All
 clarifications are done after his concerns are given.
(Inbound)
The customer confirms the call. (Outbound)
Probing skills are encouraged to this stage.
III. Gathering Summarized the customer’s concern and ask
Information questions for clarification. (Inbound)
(Inbound) / Be direct on your purpose. Avoid wasting your
Negotiating customer’s time. Make sure that all information is
(Outbound) clear and complete so that the call will not take too
long. (Outbound)
Offering solution to the customer’s concerns. Give
IV. Making an options that are feasible and sure. Avoid over-
Agreement assuring solutions. Do not go beyond what the
(Inbound) / company offers. It is important that you make
Closing the agreement with the customer before closing the
Deal conversation. (Inbound)
(Outbound) Take necessary details the customer has agreed
upon. If it happens that the customer turns down the
offer, respect the customer. Avoid making yourself
irritating to the customer. (Outbound)
Ask the customer if there is anything else he needs.
V. Closing Remain positive tone and end the call politely.
We can summarize this basic call structure with this diagram:
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MODULE 13 – PARALANGUAGE CUES :
VOICE (Rate and Volume)
Paralanguage Cues
It is the use of nonverbal aspects of speech. Paralanguage is the
same as verbal communication, but it uses nonverbal process in
sending messages. This means paralanguage focuses on how the
message is being sent.
The term “para” means like and “language” means mode of
communication. Paralanguage cues include the body movement and
voice qualities. Bodily languages that may affect the communication
process are posture, eye contact and hand gestures. On the other
hand, voice qualities refer to rate, volume, pitch and tone of one’s
speaking voice.
Voice
In contact center industry, the manner of how you deliver the
message is one of the important aspects in dealing with clients and
customers. The quality and appropriateness of the message being
conveyed must be properly utilized to accomplish success in verbal
communication.
Rate refers to the speed of your speaking voice. Normally, we slow
down when talking about serious topics or needs to emphasize on
certain matters, while we accelerate when talking about lighter
topics.
A typical person can speak 150 words per minute. If you increase
your rate up to 500 words per minute, it will be difficult for others to
understand your message.
As a customer service provider, you have to be aware whether your
speaking too fast or too slow when having conversation over the
phone. Therefore, it is more appropriate to talk slowly when a
customer has something to complain. An agent can clearly explain
and resolve issues over the phone if he/she speaks slowly to the
customer. Whereas, an agent can talk a little faster and livelier when
placing an order for the customers.
Volume refers to the loudness of your speaking voice. A suitable
volume of the voice in call center industry affects the intention of the
message.
During a telephone conversation, you may sound too arrogant and
imposing if your speaking voice is too loud. However, if you speak too
soft, the customer might think that you lack confidence and unsure
of what you are telling them.
Volume can be a little complicated especially on people who have a
natural loud voice and for others who have softer voice. When you
want to figure out what is the appropriate volume for any given
conversation, think of these things. First, it is better to gain the trust
of your customers. If they begin to raise their voice because of
frustration and anger, do not match their volume. It will only make
the matter worse. Second, try to only raise your voice on the words
that you want to emphasize. And lastly, the lower the volume the
better. For call center agents in collections department, talking
loudly or shouting to customers will only result to uncontrollable
situations and worst job loss.
Controlling the rate and volume of your voice can be associated with
better results which leads to a more improved customer service.
MODULE 14 – PARALANGUAGE CUES :
VOICE (Pitch and Tone)
Pitch refers to the highness or lowness of the speaking voice. It is
also called the frequency of variation of the sound waves. The pitch
of your voice translates your mood and emotional state. A low
speaking voice maybe linked with sadness while a high pitch may
signify excitement.
Pitch differs on the nature of the vocal cords. Men have a lower pitch
quality than women. Children normally have higher pitch.
The use of pitch is called intonation, but the words "pitch" and
"intonation" are often used similarly.
Pitch can be classified into 4 Levels:
• 4-Pitch (highest level) if the speaker wants to emphasize something
or show strong emotions
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• 3-Pitch (common level) if the speaker primary wants to stress a
syllable
• 2-Pitch (neutral level) this is used as a beginning of a thought
• 1-Pitch (lowest level) the speaker falls at the end thought
For a call center representative, the proper use of pitch plays vital in
encouraging effective communication while in phone calls. A lively
and animated pitch can promote positive responses to customers
while monotonous pitch shows lack of interest and discourages
interaction.
Tone refers to the variation in the pitch of the voice. It is basically
the way how the speaker says the words to put character and
meaning to the statements.
A customer can easily detect a sweet and accommodating call center
representative from bored and uninterested phone call for merely ten
seconds.
Here are the tips to improve your tone during a call:
1. Smile when you talk on the phone.
A wide smile can change the tone of your voice.
2. Change the stress in words.
The feeling and the meaning of the words changes due to shift of the
tone.
3. Apply proper breathing.
It will greatly improve your tone and help you relax with proper
breathing. Speakers who are pressured and stressed tend to breath
low. When you are confronted with an irate caller, practice long,
slow, deep breaths to improve your tone.
MODULE 15 – CONVERSATIONAL CUES
In communication, it was studied that only 7% of the message is say. You can get the
conveyed through words, 38% is exhibited through voice varieties, customer’s attention by
and 55% is showed through body language. asking questions or by
Conveying messages take a rather complicated process. One must engaging him/her in the
consider different aspects to achieve a successful conversation. discussion.
A customer has He/she maybe As a CSR agent, one
Conversational cues are prompts used by people indicating that a lively and excited or satisfied must maintain the
they anticipated a response or reaction. It also signals the true animated voice. with the resolved energy level of this kind
meaning of the words conveyed by the speaker. These cues can be issue. of conversation. Be
verbal or non-verbal. consistently lively and
accommodating to
Verbal cues such as spoken language and voice tones are common customers.
prompts. It is easier to distinguish one’s emotion and incoming A customer has He/she maybe As a CSR agent, make a
reaction while utilizing these cues. a monotonous bored or lively voice that may
voice. uninterested. change the mood of the
On the other hand, non-verbal cues like hand gestures, eye contact, customer. You can
lip movements, sigh, quick or delayed responses are subtle hints rephrase or use words
embedded with the delivered message. Both verbal and non-verbal that may entertain
cues are evident in a face-to face interaction. him/her.
Understanding these conversational cues will greatly help you to
Apparently, conversing over the telephone using non-verbal cue is quickly respond to customer’s needs as well as offering effective
unavailable and is a challenge. Call center agents, for example, need solutions.
to devote themselves in providing appropriate voice varieties to Easing a customer’s frustration may be tough yet call center
communicate well with their customers. Decoding conversational representatives should increase their patience and improve their
cues through active listening and adequate comprehension skills are interpersonal skills to be ready once faced with these situations.
necessary to become an effective communicator.
MODULE 16 – ACCENT : STRESS
Stated below are few examples of conversational cues with possible
interpretation. English language is a necessity to call center industries. Any call
center agent has to be skilled in communicating in English language.
Scenario Possible Solution Basic English pronunciation is one of the essentials any call center
Interpretation agent must be good at. Let’s talk about accent. What is accent?
A customer is He/she maybe in a As a CSR agent, avoid
speed talking. hurry or busy. long narration and According to Oxford Dictionary, accent is:
directly state the reason • a distinctive way of pronouncing a language, especially associated
of the call. with country, area, and social class;
A customer He/she maybe As a CSR agent, you • A particular emphasis; and
pauses in distracted or should talk slowly to
• A distinct emphasis given to a syllable or word in speech by stress
between confused with what ensure that the
or pitch.
responses. you are saying. customer can follow
what you are trying to
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In other words, to learn accent is to also learn stress. And to know
where to have stress in a word or phrase, we should learn
syllabication. Syllable is the smallest unit of pronunciation that can
contain stress. Every word contains syllables.
STRESS
To stress is to give an emphasis to a specific syllable of the word. It is
making a forceful pronunciation of the syllable. Proper stress must
be put to right syllables to not confuse the meaning of the word. Let
us learn syllabication to learn stress.
Here are some rules in pronunciation:
1. One word with one stress – a word contains one syllable. When
you hear two stresses, you have two words.
Example: ask, ran, been, can
2. Stress are placed in vowels only, not consonants.
Example: brain, awhile, early, able
3. Most 2-syllable nouns and 2-syllable adjectives have 1st syllable
stress.
Example:
2-syllable noun - present, report, update
2-syllable adjective – present, clever, patient
4. Most 2-syllable verbs have the stress in the last syllable.
Example: update, report, remove
*Note: the words update and report can be in a form of a noun and
verb. When the words are in a form of a noun, the stress is in the
first syllable. And when the words are in a form of a verb, the stress
in in the last syllable.
5. The stress is on penultimate syllable. Penultimate means the
second to the last syllable. Words ending in -ic, -sion, tion.
Example: geographic, graphic, television, confusion, ignition,
direction
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6. The stress in on ante-penultimate syllable. Ante-penultimate
means the third to the last syllable. Words ending in -cy, -ty, -phy, -
gy and -al.
Example: democracy, discrepancy, durability, accessibility,
demography, biography, geology, psychology, biological, sentimental
7. For compound words:
• Compound nouns have the stress in the 1st part.
Example: greenhouse, blueberry, blackhole
• Compound adjectives and compound verbs have the stress in the
2nd part.
Example: hot-tempered, well-known, overflow, understand
MODULE 17 – ACCENT : INTONATION
Intonation
There are a lot of characters to make our words felt by our clients. As
it is said, punctuation marks tell us when to pause, to stop or how
the sentence must be read. Intonation plays the same role to relay
our manner as we are talking with our clients. It helps
communication be understood better. Intonation gives us the idea
how our client feels. Knowing how the clients talk to us make us
anticipate how and what to offer to our clients. Intonation is the
rising and falling of the pitch of our voice to convey grammatical
information or personal attitude. Let’s talk about the three types of
intonation to know more about this.
Types of Intonation
1. Rising Intonation – is when the pitch of our voice goes up. It is
usually indicated from the beginning of the sentence until the last
part of the sentence. Interrogative question especially yes/no
question has rising intonation. Customers utter rising intonation
need a reply.
Example:
Did you check the account number before you made the
transaction?
Are you sure that you talked to one of our agents before?
2. Falling Intonation – is when the pitch of our voice lowers at the Given Words/Phrase Blended Words/Pronunciation
end of the sentence. Falling intonation is used in declarative 1. Did you like it? 1. Didja like it?
sentences and to questions using what, when, where, who, why and 2. 909-541-791 2. Nay-no-nayn-five-fo-one-
how. Customers utter falling intonation are conveying facts. seve-nayn-one
3. Soup or salad 3. Soup’r salad
Example: For pronunciation practice:
I will think about it.
I have made the payment a couple of days ago. 1. OR – the sound of ‘o’ is omitted.
How much do you want to invest in our company? Example:
Rape or money -> rape’r money
3. Non-Final Intonation – uses rising intonation followed by falling Gold or white - > gold’r white
intonation in the same sentence. It is used for unfinished thoughts,
introductory, giving choices and sentence containing a series. 2. AND -> reduced to ‘n’
Example:
Example Salt and pepper -> salt’n pepper
• Unfinished thoughts: When I get college…, If I could… Name and address - > name’n address
• Introductory: As a matter of fact, Therefore, In my opinion
• Giving choices: Do you want the blue one or the red one? Is he 3. Preposition of measurement – the preposition ‘of’ is pronounced as
coming later or tomorrow? ‘ov’
Example:
• Containing a series: Your orders are brewed coffee, cappuccino,
A can of tuna a kanov tuna
mocha latte, and coffee jelly. He requests for 2 rims of bond paper, 2
A pinch of salt a pinchov salt
boxes of pencils, and 5 ½ illustration boards.
Phrasing
MODULE 18 – ACCENT : BLENDING AND PHRASING
How to deliver sentences especially long ones in talking with a caller
In pronunciation, blending refers to joining of sounds or phonemes
is a vital skill in call center. Therefore, being skilled of how to deliver
to create a word. It is also pertaining to combining the end sound of
long sentences must be practiced.
a word to another word which has the same sound. To learn more on
blending, see the illustration below:
Phrasing is the skill of grouping the words of a long sentence to
express a clear thought and to catch breath while speaking. Phrasing
Given Words Blended Words/Pronunciation
uses single bar (/) to pause between clauses and double bar (//) to
1. Bad day 1. badday
end the sentence.
2. Not at all 2. No-ta-tall
3. What is it 3. Wha-ti-sit Example:
4. Call her 4. Cal’er • Our promo of 50% discount / runs from February 1-15, 2021 / in
5. I prefer it 5. I preferit all SM branches in Metro Manila.//
• According to our system, / your last transaction was made / on
In call center industry, pronunciation of blended words may sound
January 24, 2021 amounting to P3,568.11.//
different from the common English pronunciation we are using.
Example:

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