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Call centers handle inbound and outbound customer calls for businesses. Call center agents must have a variety of skills to handle calls, provide customer service, enter data, and resolve issues. Effective agents require common sense, empathy, concentration, computer skills, product knowledge, systems knowledge, customer service skills, rational thinking, self-assurance, and the ability to be fair while representing both the customer and company.
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- 1. CALL CENTER 101Sighryl V. Alvarez “XHAI”
- 2. - are physical locations where customer contact is created and/or processed. This contact can be written, as in e-mail or letter form, or most commonly, over the phone. Two primary types of call center communication: • Inbound calls • Outbound calls
- 3. Inbound calls - These are the calls made by people from outside the call center looking for information, problem resolution, or to make purchases of products. Outbound calls - are calls made from the call center to people. These types of calls may be soliciting purchases, which is most commonly referred to as telemarketing.
- 4. THE CALL CENTER AGENT A call center agent- is the person who handles incoming or outgoing customer calls for a business. A Multi-Tasking Wonder!
- 5. CALL CENTER AGENTS ARE EXPECTED TO NOT ONLY HANDLE CALLS BUT : • sooth upset customers, • provide technical and non-technical information • provide guidance to customers to resolve their problems • handle computer related data entry tasks • research problem situations • make informed decisions as to the best way to proceed • act in a financially responsible manner when suggesting possible resolutions and settlements. The fact is a great call center agent has to have a wide variety of skills and abilities to properly fulfill the requirements of their jobs.
- 6. THE MOST COMMON SKILLS AND TRAITS REQUIRED ARE: Common Sense - plays a powerful role in identifying which was to proceed when talking to a caller.
- 7. Empathy - a basic desire to support and help people.
- 8. Concentration - it's important for the agent to be able to remember basic information over the course of the call >>>FOCUS *One thing people really dislike is having to repeat things over and over again. This is for two basic reasons. 1. it is annoying to have to be asked the same question over and over again. 2. makes the callers feel that you really don’t care about their problem or situation very much.
- 9. No matter whether you use one of 10 systems in your job, It’s really important that you know how to use computers and execute commonly asked for tasks. Today’s business environment means one word: “COMPUTER”
- 10. The average call center agent will work with a computerized phone system to: • handle calls • another computer system to enter and process requests and records • possibly a third system to gather data • look up information • provide technical guidance to callers, dealers, and contractors. Based computer or system terminology is important to learn so that you can pick up the software instructions more easily.
- 11. -an agent needs to have basic understanding ofthe product and it’s functions in order to communicate intelligently with the caller. In order to be effective -an agent needs to understand the basics of the product line or at least know how to operate a computer system that will guide them through the troubleshooting process. -it is still important to understand the basics so that you can appear to be knowledgeable in the eyes of the caller.
- 12. This refers to being able to understand which system does what and when to use each system. this is what we are learning in this course and this really important two aspects of the situation: • we have the reason for the call (trouble, information, purchase, etc) • we have the relationship between the company and the customer
- 13. This is a variation of common sense but still very important. A good call center agent has to be able to think rationally. You have to be able to analyze a situation and decide what is rational for that set of circumstances. • an agent must believe in their response or resolution and be firm . • not be easily swayed by the caller or any comments or threats that they might make.
- 14. to give the customer the most of what they want while also protecting the interests of the company or manufacturer. Very often this is a balancing act. An agent must represent two different parties at the same time: • represent the manufacturer or company’s interest • representing the customer’s interests to the company
- 15. **The most common or minimum skills and traits required are: • Common Sense • Empathy • Concentration • Computer skills • Product Knowledge • CALL CENTER • Systems Knowledge • Customer Service Knowledge • Rational Thought Process • Self-Assurance • Fair • PRIMARY TYPES CALLCENTERS • CALL CENTER AGENT