A CALL CENTRE

Merwyn B. Dias

DEFINATIONA place where customer and

other telephone calls are handled by an organization,

usually with 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 them to someone qualified to handle them,

and to log calls.

Telephonic skills & etiquettes

Building the right image

Power of non-verbal communication

Importance of tone, speed and volume

Importance of Active listening

Handling difficult customers

Telephonic Etiquettes

WordsTone of Voice

As the caller cannot see you face-to-face the tone plays a very vital role. The call depends only on the tone that is used not upon the words used on the telephonic conversation.

Answering a call:Pick up a call before the

3 rings of any call.Greet the caller always for which makes the caller feel comfortable.Always give your name, it gives the customer a chance for the level of service provided.

Always build a rapport with a caller and make sure to solve all the queries that the caller has given you.Never interrupt the caller as a simple caller also would become an irate caller.

Never put the caller on hold for more than 30 seconds, if there is a need than ask his permission.

PHASESOF A

PROFESSIONALCALL

Phase 1:Opening of the call.(Greeting & introduction)

Phase 2:Building rapport and identifying mood.(Question)

Phase 3:Collecting/

verifying of information

(Paraphrase)

Phase 4:Provide Solutions alternatives or Information.

Phase 5:Close the call. (Summarize)

DIFFERENT PHONE CALLSITUATIONS

Placing the call on hold

• Ask permission before placing a caller on hold.

• Tell the caller if the delay would last longer• Offer to call the caller back if the wait may

persist.• Never leave the customer on hold for more

than 30 seconds.• Be courteous, respectful and professional.

Answering a call

Ensure that you are not distracted by any kind of noise maybe by your surroundings.

Prepare well, before answering a call.

Have a pen, pencil and notepad always handy.

BEFORE PLACING A CALL

• Be prepared;• Know the name of the caller and how to

pronounce it.• Know what you need to say before placing

the call which will make your call crisp and effective.

• Verify the phone number before calling.

PLACING A CALL

• Ask if its convenient to talk• State your business as politely and clear as

possible• Use the clients name during the conversation• Insist on calling back if the connection is

faulty.

ENDING CALLS

• When the conservation is complete do the following;

• Make sure the caller has no more queries or message.

• Use “Goodbye”, “Thank you for calling” to end the conversation.

• Make sure the caller keeps the receiver before you. This prevents the feeling that you may have cut them off intentionally.

Transferring calls

• Transfer calls only if you are unable to help the caller.

• Ask permission to transfer calls and explain the reason for transfer.

• Let the caller know the name and the department you are transferring the call to.

• Never transfer a caller more than two minutes

TAKING MESSAGES

• Write a message, even if the caller says he will call back

• Include the date and time• Verify the users name and phone number by

repeating the information.

General Phone Etiquette Tips• Pick any call before the third ring.• Speak pleasantly, and use pleasant phrases e.g. “May I help you?”, “You are welcome”.• Keep a Smile on any call to have a pleasant voice or tone.• Avoid Slang.• Don’t eat, sip a drink and chew gum while on phone.

• Introduce both the party to each other, when transferring a call.

• Don’t keep you caller on hold for more than 60 seconds.•When ending any call ensure there is no unfinished business.

THE END