Call Center Training

INTRODUCTION TO CALL CENTERS

WHAT IS A CALL CENTER?

Industry term referring to a company phone center that handles such services as help desk,
customer support, lead generation, emergency response, telephone answering service,
inbound response and outbound telemarketing is a call center. It is a part of an organization
that handles inbound/outbound communications with customers. A call center is a central
place where customer and other telephone calls are handled by an organization, usually with
some amount of computer automation. Typically, a call center has the ability to handle a
considerable volume of calls at the same time, to screen calls and forward those to someone
qualified to handle them, and to log calls. It is a functional area within an organization or an
outsourced separate facility that exists solely to answer inbound or place outbound telephone
calls; usually a sophisticated voice operations center that provides a full range of high-volume,
inbound or outbound call-handling services.
Inbound v.s outbound

Outbound Inbound

An outbound call center is one in An inbound call center is one that

which call center agents make calls exclusively or predominately handles
to customers on behalf of a inbound calls (calls initiated by the
business or client. customer)
The outbound call centers do The inbound call centers do
telemarketing, debt collection, Customer Support, Online Help,
sales, fund raising and other work Bookings, Placing Orders, Resolving
that requires proactive contact with issues/queries etc
customers
Call center category description

Customer Service
Telesales
Help Desk
Collections
Call Center Operations
E-Commerce
Support Cast
Telecom/IS
Account Management
Skills Necessary for a call center agent
Learning Skills
Communication Skills
Customer Handling Skills
Team work and Individual capabilities
Telephone Etiquettes and the ability to respond professionally to clients on the
telephone
The candidate's ability to use proper grammar
Vocabulary skills relevant to a call center position
Attention to detail and ability to follow specific instructions
Basic math, logic, analytical and telephone problem solving skills
Ability to follow specific instructions
Telephone problem solving skills
Index

 Are You Listening well.

 Communication Skills.
 Telephone Etiquettes.
 Email Etiquettes.
 Handling of Customer.
 How can you know if you are a bad listener?

A good listener uses his/ her eyes and mind while listening.

 If you find yourself already formulating your next sentence in your mind
while someone is speaking to you, you are doing injustice to the
conversation.

 You will get more out of the conversation if you understand, comprehend
and assimilate what is being said BEFORE responding.

 Good etiquette = listening!

 Do you make these common listening mistakes?

The difference between being a good listener versus a great listener is using
your heart in addition to your eyes and mind while listening.

 Do you do this?

 If a friend tells you something is wrong, you immediately tend to give

advice or criticism.

 If a friend tells you about something wonderful that has happened, you
usually chip in with something similar that you have experienced.

 Rarely do we share joy or sympathize with pain. Rarely do we just let

others speak.

 To improve your listening skills, practice with those closest to you.

 When family members or friends share their thoughts and feelings, limit the
advice to relate what you hear to one of your own experiences
 It facilitates planning.
 Act as a strong ‘Team Worker’ builder.
 It improves relationship among peers,
superiors and subordinates.
 It improves motivation and morale.
 Types of Communication

 There are two types of communication

1.Verbal Communication.
2.Non-Verbal Communication.
 Verbal Communication
 There are two types of Verbal
Communication.

1.Written.
2.Oral.
 Non-Verbal Communication

It includes:-
 Gesture.

 Eye-Contact.

 Posture.

 Facial expression.
 Communication Barrier

All factor are adversely affect

effectiveness of communication
are called as “barrier to
communication”
 How to overcome from Barrier?

 Clear thinking about objectives, message, wordings.

 Tips on effective communication (like note taking, rephrasing,
summarizing, asking questions to understand needs, active
listening, Smile etc.
 System must be clearly defined and recognized.
 Proper meeting, conference, letters, notice, telephonic talks.
 Basic elements: honesty, sincerity, simplicity
“Professionalism is polite, thoughtful, efficient,
educated, and valuable at all times.’
The following guidelines will help you to make
the first impression a good one:-
Pre-calling guidelines
 Before the call always have purpose in mind.
 If you are calling in relation to a meeting then
prepare an agenda.
 Identify a second point of contact.
 For a conference call identify a coordinator or
a leader to lead the team.
 Answer calls promptly-within 3rings.
 Before picking up the receiver, discontinue
any other conversation or activity such as
chewing gum, typing, etc .that can be heard
by the calling party.
 Keep a note pad and pen handy at your desk.
 Smile as you pick the phone- the caller will
hear it in your voice.
 Handling complaints by Phone
 Listen Carefully.
 Convey sincere interest and be empathetic.
 Agree as often as possible.
 Remain calm and courteous. Do Not Argue.
 Do not blame co-workers.
 Do not make unrealistic promises.
 Follow up. Get back to the caller to make sure the
problem has be solved.
 Answering calls for others
 Identify yourself and the company for whom you
are answering and say,” How may I help you?
 Offer assistance in the absence of others-say, “
She is not in today, perhaps I can be of
assistance”.
 Do not make commitments for others-say, “I’ll give
him/her your message when he/she returns,” rather
than- “He will can you as soon as he returns”.
 Take accurate, legible messages with time, date,
reason for call, urgency, company represented, if
any, the best time to reach them and all other
pertinent information.
 Transferring Calls
 Explain the reason for the transfer-( “ let me
connect you with Mr. XYZ in that dept.). Use
the name of the person you are transferring
to whenever possible.
 Know the transfer instructions for the
telephone system so that you do not cut off
your caller.
 Qualities of a good Voice

 Distinctness.(Freshness, Clarity,
Plainness)
 Vitality.(Energy, Liveliness)
 Warmth.
 Naturalness.
 Expressiveness.
 Lower, mellow pitch.
 Tips for creating a good image
 Use basic phrases of courtesy- “May I help you?,
Please, Thank you, You are welcome.”
 Use standard, accepted business phrases.
 Avoid slang- “ uh huh, yeah, or bye bye for good
bye.”
 Do not chew gum.
 Keep your promises.
 Smile while speaking. People can “hear a smile”
over the phone.
 Suggested phrases

 “Accounting department, this is XYZ. How

may I help you.?
 “Good Morning, XYZ Co. name/office, how
may I help you.?
 Acknowledgement

 “Thank you. I’ll check.” or “I’ll see”.

 “Yes ma’am/sir.”
 “One moment please, I’ll find out.”
 “ Yes, you may.”
 Report to caller

 “ He is away from his desk, may I take a

message.”
 “I’m sorry, XYZ is out of the office , may
someone else help you.”
 “I’m sorry to keep you waiting.”
 Obtaining the correct
information

 Always repeat and read back messages for

accuracy.
 “Will you please spell your name, please?”
 “Will you repeat the number, please?”
Effective communication
Effective Listening

speaking with
confidence

Call center communication skills

Communication Techniques

Questioning Skills

Telephone Techniques
Phone etiquettes
Avoid using Slangs.

Make use of phrases such as "May I help you", "You are welcome", and "Thank you", etc.

Put the receiver down gently. Never slam the phone.

Always speak clearly so that the other person can understand what you are saying.

When picking up the phone, it is good practice to identify your Company and yourself to the
caller.

When transferring calls, make sure that you are well versed with the procedure for call
transfers. It is good practice to use the name of the person you are transferring the call to.

Always adopt a pleasant tone of voice and be attentive.

When placing a call on hold, inform the caller of the same.

Don't interrupt the caller when speaking.

When initiating a call, spend a few moments to mentally prepare yourself so that you know
wheat need to be said / discussed.
Understanding customer services
Customer needs

Difficult situations

Skills simulation

Building customer loyalty

Communicate

Understand Your Customer's Goals

Be Consistent

Build Credibility
Call center telephone sales
Principles and techniques of
telephone sales

Telemarketing laws
42 telesales tips
Pre Call Planning

Before Reaching the Decision Maker

Interest Creating Opening Statements

Effective Questioning

Sales Recommendations

Getting Commitment (Closing)

Addressing Resistance (Objections)

Wrapping up and Setting the Next Action

Attitude and Self Motivation

Your key to effective communication.
Need of Email Etiquette

 Professionalism- by using proper email

language your company will convey a
professional image.

 Efficiency- emails that get to the point are

much more effective than poorly worded
emails.
What are the Etiquette rules?

There are many etiquette guides and many

different etiquette rules. Below is list what is
consider as the most important email
etiquette rules that apply to nearly all
companies.
Tips of Email Etiquette:-

 Be concise and to the point.

 Give answer all questions.
 Use proper spelling, grammar & punctuation.
 Answer swiftly.
 Do not attach unnecessary files.
 Use proper structure & layout.
 Do not write in CAPITALS.
 Read the mail before sending it.
 Do not overuse Reply to All.
 Do not overuse the high priority option.
 Avoid using URGENT and IMPORTANT.
 Take care with abbreviations and emotions.
 Be careful with formatting.
 Take care with rich text and HTML
messages.
 Do not forward chain letters.
 Do not request delivery and read receipts.
 Do not ask to recall a message.
 Do not copy a message or attachment
without permission.
 Do not use email to discuss confidential
information.
 Use a meaningful subject.
 Use active instead passive.
 Avoid long sentences.
 Keep your language gender neutral.
 Do not reply to spam.
 Use cc: field sparingly.
 Do not send or forward emails containing
Slanderous, defamatory, offensive or
obscene remarks.
 Avoid colored fonts in a professional mails.
 Use standard font throughout the message
content.
 Be very specific with the use of Bold, Italic or
underlined font style.
 Keep the size of the font visible and constant.
 Highlights key points to make your mail more
visible.
 Stay on topic and avoid longs dialogs or
discussion via email.
Writing a Complaint
 You should briefly state the history of the
problem to provide context for your reader.
 Explain the attempts you made previously to
resolve the problem.
 Show why it is critical for the problem to be
resolved by your reader.
 Offer suggestions on ways you think it can be
resolved or how you are willing to help in the
matter.
When Email Won’t Work

 There are times when you need to take your

discussion out of the virtual world and make
a phone call.
 If things become very heated, a lot of
misunderstanding occurs, or when you are
delivering very delicate news then the best
way is still face-to-face.
Be Accessible
Your customer should be able to get a hold of
you, or someone in your company, if they
have a question or if they need service.

Acknowledge , speak his language, feel sorry

for them, be respectful and polite by using
empathy words and there you are always
present for them.
Respond in a Timely Manner

Make it a policy to tell customer whatever he

needs and you know. Customer’s time is very
precious as ours.

Listen to him completely before answering his

queries.
Listen to your Customers
Often when a customer calls, they just want to
be heard.

In fact, sometimes, just listening is all you need

to do. Take the time to listen to what your
customers have to say before you start
responding or defending your product or
service.
They must having a point.

Look and sound like your listening. The

customer wants to know that you take care
and that you are interested in their problem.
Treat your Customers with
Respect
Even if the customer on the other end of the
phone is acting irrationally, or being rude,
don’t lower yourself to their level by
reciprocating.
Treat everyone with respect and you will be
respected in return.
You never know when someone’s just having a
bad day, they happen to be taken it out on
you.
Don’t Argue with Your
Customer

You can never win an argument with a

customer.

We all know customer is not really always right,

but instead of focusing on what went wrong
and defending yourself, focus on how you
can solve the problem or fix the situation.
Honour Your Commitments
If you offer a guarantee or promise, then
honour it. Nothing spoils a Customer
Relationship faster then being promise
something and not honouring it.
Feel the joy of a customer showering all
praised on you for keeping promise and
helping them out.
It’s is the best motivating factor and worth than
any other gift you get.
Do what you say

If you say a customer that he/she will be getting

a solution fast act on it.

Never go back on your words, if you want

customer’s.
Be Honest

Don’t exaggerate things, don’t promise things

which cannot be delivered just to close the
conversation and get rid of angry customers.
Think that customer is ever going to make
another purchase from the business? Not
likely. Be honest and direct about what your
products and services can deliver.
Admit when you make a
Mistake
No one’s perfect. We all make mistakes; it’s
part of learning. So when you do make a
mistake, don't try to cover it up or deny it.

Just admit it and if necessary , do something to

make the situation right. Your customers will
appreciate it and they will be more likely to
stay customers.