Presentation for a call centre
- 4. Power of non-verbal communication Importance of tone, speed and volume Importance of Active listening Handling difficult customers
- 5. Telephonic Etiquettes Words Tone of Voice
- 9. 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)
- 11. 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.
- 12. 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.
- 13. 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.
- 14. 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.
- 15. 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.
- 16. 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
- 17. 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.
- 18. • 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.