CONTACT CENTER

SERVICES NCII
PREPARED BY: LLOYD KEITH CALDERA, LPT

.
 BUSINESS PROCESS OUTSOURCING

• is the delegation of one or more IT-intensive business processes to an external provider

that, in turn, owns, administrates and manages the selected processes based on defined
and measurable performance metrics.
• call center- an office set up to handle a large volume of phone calls, especially for taking
orders and providing customer service
ANALYZE COMMUNICATION PROCESS

• Lesson 1.
• There are several ways to communicate and share information and message nowadays.
With the advent of technology, communication is not only limited to verbal and written
way. One may also send a message through electronic methods such as e-mail, chat, and
the like. In this part of the module, you will explore the different ways to communicate
and the different pathways of communication in the Contact Center Service industry.
COMMUNICATION PATHWAYS

• More often than not, Contact Center Services providers communicate verbally. Verbal communication
in this industry may occur in phone or in person. In this type of communication, the message is
transmitted verbally. Hence, it is important to remember the acronym KISS (Keep it short and simple).
• For example:
• A. I understand that you lost the receipt but we have to follow the standard procedure regarding return
of items without receipt.
• B. I understand your concern. However, we have procedures to follow regarding the matter.
• Statements A and B contain the same message. However, statement B transmits the message in a
simpler yet more concise way.
2 TYPES OF VERBAL COMMUNICATION

1. Written communication is also a common form of communication. These are printed messages
such as memos, proposals, training manuals, company policies, and letters. Written
communication is asynchronous, which means that it occurs at different times. The sender may
write a message that the receiver may read anytime.
E-mails and other electronic methods of sending message can be classified under written
communication

2. Oral communication occurs in telephone calls. Call handling skills are the skills that you have to
possess to be part of the Contact Center Service industry.
ADVANTAGES AND DISADVANTAGES OF
THE DIFFERENT WAYS TO COMMUNICATE
Ways to Communicate Advantage Disadvantage
Oral communication · Speaker is usually
unable to process
· Brings quick feedback message before
speaking

Written communication Does not bring instant

•
feedback
• Messages can be edited before Takes time to prepare and
sending requires writing
Can be saved for ability
later study
Electronic communication · Disregards the aspect · Relies on good
of internet connection
distance
TIPS TO BE A GOOD COMMUNICATOR

• alert
• pleasant
• polite
• friendly
• alert
• pleasant
• polite
• friendly
NO MATTER WHAT FORM OF COMMUNICATION YOU
INTEND TO USE OR WHICH COMMUNICATION PATHWAY
YOU USE, ALWAYS REMEMBER THAT THE KEY TO A
GOOD COMMUNICATION IS COURTESY. BE COURTEOUS
ALL THE TIME.
•fair
•thoughtful
•cooperative
•humble
•tolerant and considerate
•loyal
•sensitive
•honest
•show self-control
•flexible and adaptable
•punctual
•enthusiastic
ELEMENTS OF COMMUNICATION PRELIMINARY ACTIVITY

Communication is a process that involves different elements which affect message

transmission and message quality. Before we begin the lesson, try to recall the last time you
communicated with another person. Below is an unlabeled illustration of the
communication process. Try to fill it in with your idea of the elements included in the
process.
ELEMENTS OF COMMUNICATION
ELEMENTS OF COMMUNICATION

• Message is the most essential part of the communication process. A message may come in different
forms such as a letter, a phone call, a video presentation, an email, or a face-to-face interaction. It is
not what the sender intends it to be but how the receiver understood the information he/she received.
Therefore, the sender should carefully craft his/her message using good grammar and proper choice of
words.
• Example:
• • an order
• • your new schedule
• • a co-worker’s request
ELEMENTS OF COMMUNICATION

• Sender
•  
• The sender initiates the communication. He/she decides what message to send and in what medium the
message will be sent. It is the job of the sender to encode the message. In doing so, the sender should always
keep in mind an understanding of who the receiver is to make the information more relevant and appropriate.
• Example:
• • the client or customer placing an order
• • your supervisor giving a memo
• • your co-worker sending an email
ELEMENTS OF COMMUNICATION

• Transmission medium
Transmission medium is the immediate form in which the message is being communicated.
Message may be communicated in the form of a letter, a voice call, or an e-mail.
Example:
a phone call
a memo
an e-mail
ELEMENTS OF COMMUNICATION

• Recipient
Recipient or the receiver is the party to whom the message is intended to. He/she is the one who
interprets the message. The recipient/receiver may not necessarily be an individual person. A
recipient may also be a group of people such as an audience.
Example:
a customer sales representative
an employee
a fellow co-worker
ELEMENTS OF COMMUNICATION

• Noise
• Anything that interferes with the communication process between the sender and the
recipient is called noise. Noise, sometimes called interference, may change the meaning
of the message sent. Most of the time, message is not received exactly the way the sender
intends it to be. The presence of noise in all aspects of communication makes it
impossible. Noise can either be internal or external.
ELEMENTS OF COMMUNICATION

• External noise refers to the physical environment which includes physiological condition while internal noise
includes psychological noise. An example of psychological noise is a divided attention of a recipient.
• Example:
loud music from the radio (external)
on-going construction outside the office (external)
an agent is hungry (external)
an agent is thinking of her sick puppy while on a call
(internal)
an interviewee who has low self-esteem (internal)
ELEMENTS OF COMMUNICATION

• Context

Context is the personal background of the communicators or the background of a communicative situation that may
affect the transmission of message.
Example:
gender preference > during a crisis
race
religious beliefs
educational attainment
during a war