PHONE ETIQUETTE.

Lorena Rodriguez
Pedro Rubio
Angela Romero.
Cristhian Niño.
 WHAT A METRIC IS?
• A metric is a data that allows a company having in mind what is required to
have an excellent productivity.
• Mainly used by BPO companies, and within it, by Customer Service
Representatives.
• It’s focused on BPO industry’s core activity: Customer service.
• Metrics are a long list to take into account
 what’s phone etiquette?
Phone etiquette refers to the modals that you have to keep in mind at the moment of
answering a phone call for instance:
1. Introduce yourself inmedeatly after answering the phone call
2. Speak clearly
3. Actively listen and take notes
4. Be mindful of your volumen
5. And so on…
As you can see this modals are use to treat the customer in the best manner possible.
 what’s phone etiquette is for?
• The phone etiquette is the set of rules universally established to answer a call
and the telephone label contributes to that set of rules is applied in a more
friendly, and are timely and effective when interacting with customers.
 Set of rules.

• 1) Introduce yourself and greeting the customer. The caller gets ensured that
he or she is talking to the right person.
• 2) Be sensitive to the tone of your voice and make sure that you sound
confident.
• 3) Use a proper language. Be respectful and act according to the situation.
• 4) Active listen and take notes. You’ll miss not important things.
 Call Handling Tips

• 1) Get the basics straight: Impact/ First impression. When you are speaking
with the customer, you are representing your Company. It´s important to
address the customer by his name ,also you have to tone it down in a way
that you don’t scare the customer.
 Call Handling Tips

• 2) Consider feelings before facts: The agent have to star with acknowledge,
empathize and reassure. Be tightly with your responses.
 Call Handling Tips

• 3) Ask relevant questions: Ask the right questions can help largely to resolve
the customer concern, using a mix between in open and close questions.
 Call Handling Tips

• 4) Be direct and concise: Here you have to avoid unnecessary chit chats cause
that could make the call longer, the customer is sometimes very talkative and
perhaps does not say everything he needs or does not say it in the best way. It
may also be that the customer speaks more and is not concise.
 Call Handling Tips

• 5) Stay professional but still personable: Being professional and answering

properly does not mean that you should work like a machine, you have to
make the customer feel that you are there to help.
 Call flow.

• For a good customer service: A call flow is a road map to how calls will be
- Greeting the customer handled from the moment they enter the
- Acknowledge, empathize, reassure. phone system to the end of the call.
- CBR, Low res ac.
- Resolve issue.
- Transition to sale.
- Discovery questions,
- Close the sale
- Recap
- Self help options and test for satisfaction.
THANKS.