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Call Center Training. Introduction to Call Centers. WHAT IS A CALL CENTER?

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Call Center Training


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    Presentation Transcript
    1. 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.

    2. Inbound v.s outbound

    3. Call center technologies • VoIP (Voice over Internet Protocol, technology providing voice services over IP connections) • Internet (E1, DSL, SDSL DXX etc) • Hardware (LAN, Switches, Routers etc) • Networking ((LAN & WAN, Different Components of networking) • Call center category description • Customer Service • Telesales • Help Desk • Collections • Call Center Operations • E-Commerce • Support Cast • Telecom/IS • Account Management

    4. 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

    5. Call flow management – Do’s and don’ts On-Hold Messages Continued

    6. On-Hold Messages Call flow management – Do’s and don’ts

    7. Customer service inbound Call flow management – Do’s and don’ts Continued

    8. Customer service outbound Call flow management – Do’s and don’ts Continued

    9. Customer service outbound Call flow management – Do’s and don’ts

    10. Effective communication • Effective Listening • speaking with confidence • Call center communication skills • Communication Techniques • Questioning Skills • Telephone Techniques

    11. 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.

    12. Understanding customer services • Customer needs • Difficult situations • Skills simulation • Building customer loyalty • Communicate • Understand Your Customer's Goals • Be Consistent • Build Credibility • Cracker Jack Surprise

    13. Call center telephone sales • Principles and techniques of telephone sales • Telemarketing laws

    14. 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