BASIC CALL CENTER PROCEDURES

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BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:30 pm

What is a call center?
It is an office environment wherein agents deal with customer’s concern over the phone, email and chat.
A billing, customer, employee care business with a transactional management software.
This is where top companies, are served in telecommunications, internet, cable and broadband services, technology and financial services.
Through outsourcing or licensing, call center companies serve government entities and top companies.

What is a CSR?
CSR stands for CUSTOMER SERVICE REPRESENTATIVE
Who:
1. Sells products and services that meet specific customer’s needs.
2. Resolves customer issues as efficiently as possible;
3. Retains current customers and ensures their satisfaction;
4. Provides the most accurate and relevant information available to the clients over the telephone before sending product brochures or catalogs;
5. Resolves customer issues on his own before transferring a call to the supervisor or to a coworker;
6. Assists his supervisor when requested;
7. Looks for alternative solutions before issuing refunds;
8. Credits disputed amounts on customer’s bill until further investigation is completed;
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:30 pm

CALL CENTER work is basically Customer Service and the people who work for them include:
1. INSOUND AGENT or CUSTOMER SERVICE REPRESENTATIVE who answers calls from American clients, gives information about the products or handles/receives complaints.
2. OUTBOUND AGENT calls prospective clients in the United States to sell products or services. His goal is to achieve sales target or meet and even surpass the required quota.
3. TECHNICAL SUPPORT SERVICE REPRESENTATIVE deals with computer software and/or hardware concerns and answers queries and provides technical assistance.
4. NONTECH deals with general customer care concerns and queries.
5. QUALITY ASSISTANCE PERSONNEL monitors recorded calls and handles time (average length of call), how the agent handles the transaction, evaluates the performance of the agents such as average number of calls handled in weeks. They analyze the call flow: i.e. if the agent processes and gives the right information during calls, provide inputs to the team leader.
6. TEAM LEADER has 12 to 18 agents working under him. Team or shift leader is given leadership programs and training system to enable them to evaluate their agent’s performance and productivity.
7. HUMAN RESOURCES PERSONNEL’S tasks cover recruitments, compensation and benefits, payroll, employee communications and relations. They source and look for applicants and supply the required manpower.
8. TRAINERS provide training and constant reinforcement of American culture and American English language, accent neutralization and of specific products.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:31 pm

FIVE WAYS THAT WILL LEAD YOU
INTO THE POSSESSION OF A WIDER AND RICHER VOCABULARY
1. TALK TO ALL SORTS OF PEOPLE.
Casual conversations will enrich one’s mind with fresh knowledge and new words.
Whatever your job, it is a good plan to trade ideas with people who have other jobs. You will all come out of the trade richer in goodwill and in good words.
2. . READ MAGAZINES AND BOOKS.
When you read magazines, don’t confine yourself to the stories and the articles alone. From your magazine reading, you will learn superior English and important ideas.
As for your book reading, try to look for some subject like history, biography, science, philosophy, psychology, religion, travel, current industry and interests and events that will help to broaden your mind and to increase your chances for success.
The wider you read, the bigger your vocabulary, and the better your chances for successful contact with the world at many different angles.
3. USE THE DICTIONARY.
It is in any way, the most interesting book in the language. For it contains all the words of all the other books. And many a word, when you look up its derivation in one of the larger dictionaries, will paint a complete picture or tell a complete story.
Also, the dictionary is one of the best as well as one of the most fascinating sources for the development of your word power.
4. TRACK DOWN NEW WORDS.
Another way to develop your vocabulary is to track down new words and to look them up in the dictionary. Write them down in a notebook. Record the words you learn each day.
5. LISTEN TO GOOD SPEAKERS
This way, you can widen your mental horizons and discover not only new words but new ideas.
The radio and the television set can bring some of the best spoken English into your home. As you listen, you will find it helpful to have your notebook at hand. You can jot down the unfamiliar words and look the meaning up in the dictionary.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:31 pm

TIPS TO REMEMBER IN AN INTERVIEW
1. Good sentences are short.
2. Good sentences consist of simple words.
3. Good sentences have colorful verbs.
4. Good sentences have few empty words.
5. Good sentences have human interest.

THE FUN OF GOOD CONVERSATION
Good conversation is an art that everyone must cultivate. The ability to speak well helps you to communicate your ideas to others, and to put them across.
To master the art of it, all you need is a voice. Even the most interesting stories can be spoiled if delivered in raucous tones.
Here are pointers to remember to acquire a VOICE.
1. Learn to modulate
If your vocal cords emit an unpleasant sound, lower your tones and you will eliminate much of the harshness. If, on the other hand, your voice is weak, raise it sufficiently to give it greater fullness and strength.
2. Practice at home.
Learn the exact volume necessary to make your voice clear and pleasant. Reading aloud will help. Try to practice variation in your voice as you read; let it rise and fall, let the words come swiftly or slowly. It’s no fun to listen to a monotonous reader or speaker.
3. Listen.
With a critical ear, listen. Not only to your voice but to your enunciation as well. If a listener says to you, “What did you say?” or “I beg you pardon?” Chances are, your words have not been well enunciated.
4. Be alert.
Don’t commit the error of talking with a piece of chewing gum in your mouth. It makes for slovenly speech, and it destroys whatever charm your words may contain in themselves.
When talking to several people, show that you are interested with what they’re
saying. Instead of fixing your gaze upon any one person, look at the various people present. The same thing if you are in a panel interview. Try to look at your interviewers, now at one and now at another. This is a good way to get them to be interested in you.
5. Avoid mannerism in your conversation.
Don’t bite your lips, or click your tongue, or suck your teeth, or roll your eyes, or use your hands excessively as you speak. For, often than not, these mannerisms get the attention of someone you are talking to than to what you are saying.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:31 pm

TONGUE-TWISTER
We need to practice our tongue to get used to the language. Below are some tongue twisters that will help one remedy vowel and consonant defects in speaking:
• A fat chef fries cheap fat French fries.
• Big Bert brought bought bricks.
• Cherry’s chilly cheap chip shop sells Cherry’s cheap chips.
• Didn’t David dawdle down the dale, or did Dale dawdle down to Diddy David’s?
• Even Stephen’s even oven is on.
• Fearless Frank flew fast flights to Frankfurt.
• How can a modifying modifier modifying another modifier modify?
A modifying modifier modifying another modifier can modify if the modifying modifier modifying another modifier modifies.
• Thirty thrifty whistling washers witchingly whistling, wishing washing was washed.







MIRRORING STRENGHTS AND WEAKNESSES
This analysis may reveal a general area of strengths or weaknesses which should be exploited or, alternatively, given special attention for improvement.
1. LEARN FROM THE EXPERTS
Get information, opinions, and ideas from well-informed people inside or outside your company.
2. BUILD REPUTATION
Make your self known; develop a favorable name for yourself in the company.
3. IMPART INFORMATION
Make your self understood by subordinates or superiors.
4. JUDGING PEOPLE
Gauging individuals so as to be able to establish good relations and increase job excellence.
5. LISTEN
Learn from the words of others, how they think and feel.
6. MAINTAIN GOOD RELATIONS WITH YOUR SUPERIOR
Be friendly and business-like in your dealings up the lines.
7. USE TIME EFFECTIVELY
Get sixty minutes of work out of every hour.
8. DECISIONS MAKE WISE
Arrive at logical conclusion and stick it out.
9. PLAN
Develop a course of action to accomplish a definite objective.
10. PROBLEMS SOLVE
Lick the tough situations that interfere with efficiency.
11. CONCENTRATE
Stick to a given task.
12. TIME TABLE
Accomplish the objectives of your job by using your time efficiently.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:32 pm

DECISION-MAKING.
THOUGH it pays good, working in a call center is not easy. It needs a lot of perseverance and courage, especially in this field where the adage; “The customer is always right” is exercised, and where the possibility of encountering and angry/complaining client is immense, be it on the product or the service the company rendered.
Here are the helpful tips and basic concepts involving a number of procedures when in a situation:
• Don’t make decisions when you are under stress.
When you are angry, upset or under pressure, don’t make decisions. It is better to delay it than to make one that will lead to a bigger problem.
• Don’t make impulsive decisions.
Unless backed up by adequate data, spur-of-the-moment decisions are merely guesses.
• Don’t drag your feet.
Putting decisions off usually results in adding it to an already overflowing inventory of unfinished business. Wait for the proper time.
• Consult other people.
You don’t work alone. You need to talk with people particularly those who will be affected by your decision.
• Don’t try to anticipate everything.
You have to base your actions on the facts available at the time a decision is required. After all, you’ll never have all the facts.
• Don’t be afraid of making a wrong decision.
No one is perfect. There is always risk involved in every decision.
• Once the decision is made, do on to something else.
You gain nothing by worrying about the past decisions and you lose the capacity to give your full and dispassionate attention to other important decisions.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:32 pm

JOB QUALIFICATIONS
To warrant Employment, an applicant must possess the qualities of a Call Center Representative:
• Good communication and listening skills
• Good customer care orientation
• For a technical program, preferably a graduate of Comtech, Computer Science/IT or any technical course.
• For a non-technical support, see 1 and 2 qualifications.

STEPS IN SELECTIONS
1. SCREENING INTERVIEW
Here, essential qualifications like Capability for the job, Acceptability to others, Perseverance, Interest in the job, Maturity and Stability are required.
Note: Remembering the word C-A-P-I-M-S will help you pass the first step to reach your goal.
2. APPLICATION FORM
Most of the time, applicants are rejected if they lack the essential qualifications mentioned above.
3. EMPLOYMENT TESTS
One of the reasons why applicant is not accepted is if his test score is too high or too low.
4. REFERENCE CHECK
Applicant will be rejected if records from prior job disqualifies-poor job progress or couldn’t get along well with people.
5. COMPREHENSIVE INTERVIEW
Too little ability, personally unacceptable, poor work habits, no real interest, or immature or unstable are the reasons why an applicant fails to pass this stage of selection process.


ETIQUETTES AND MANNERS ON INTERVIEWS
Interviews for a job are especial occasions where the applicant has to open up and show his best side in work ability, expertise as well as general bearing.
The first impression that the applicant creates is sometimes the test. Hence, from the first word he utters, his fate may be sealed because he would be facing the selectors who may dint of their experience and handling people will know about the depth of a person they are interviewing.
When one goes for an interview, the first embarrassing obstruction one faces is to be placed among the fellow applicants in a room.
The nervousness, the tension, waiting for the turn to the interview call, etc., are quite nerve wrecking unless the applicant is accustomed to adjustment in such situations.
Since, in all interviews an applicant has to go through the ordeal of facing the fellow- applicant first, if one becomes an adept in confronting them one can cross the first hurdle.
As one becomes a hardened interview-giver, one will know that his fellow applicants have the same timidity, the sane flutter of uncertainties inside them.
There are all types of applicants: handsome, distinguished, reserved, talkative, inquisitive, and so on. But this show of features, personality and apparent talent would mean nothing.
The real test will be inside the interview room. So, whatever you say or do outside the interview room has no significance on your selection with this view in mind.
You need not to have taut or tense, sitting and getting upset or inferior from talks about you.
Therefore, be relaxed, participate in the talks if you are invited and enjoy the conversation. There is nothing to be worried about because whatever you will say or do will be done by you inside.
Another distracting thing is the information which some supplicants coming out of the interview room may provide.
Some of them may spread that selection has already been made and it is now all an eyewash and remarks like that.
To mislead one’s fellow applicant is bad etiquette on social and ethical conventions.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:32 pm

THE DON’Ts
When participating in the talks with your co-applicants while waiting for your turn to be interviewed:
1. Don’t talk when not asked to.
2. Don’t show off.
3. Don’t act superior.
4. Don’t flaunt one’s erudition, experience or expertise to break the confidence of other applicants.

THE INTERVIEW ROOM
It is important the way one enters the interview room. As soon as one’s call comes to go inside, one must knock on the door before entering.
It is customary to knock thrice and then open the door and then makes a slight bow and say “Good Morning” and make slight bows to all interviewers if there are more than one.
Before he approaches the table, he should close the door and then proceed inside. This closing of the door action should take the minimum normal time.
Silently and gracefully closing the door he should come to the table and should stand by the chair. The interviewer will tell him to sit down and he should sit down.
Sitting on the chair before the interviewer requires some knowledge and practice.
One’s hands and feet should be synchronized, especially the hands. Keep your hands crosswise across the thighs and cover one hand with the other.
Your sitting posture should reflect alertness, smartness and relaxation.
You should be neither too confident nor complacent, nervous a fidgety.

PANEL INTERVIEW
When the questions begin, your answers should be clear and automatic as much as possible.
If you are in a panel interview, or you have three or five interviewers, they may ask different questions one after another in quick succession.
While you answer into interviewer do not let your look wander to another interviewer. You will only talk to the person questioning you.
The way you answer is important. At no point should you not give the impression that you come to the interview-table just for the sake of having a casual experience.
You should be alert and attentive. If you give full concentration, you will not miss the words and gauge the questions correctly.
One rule should be followed. The utter the “BEG YOUR PARDON” is not in style.
It will irritate the interviewers and does not create a favorable impression of you.
It must be kept in mind that unless and until you come out of the door, you are on the dock.
So when the question ends and you are given indication to leave, you should stand up, bow slightly to the interviewers, and then walk to the door, go out and close it.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:33 pm

TYPES OF INETRVIEWS THAT YOU MIGHT GO THROUGH:
1. The Screening Interview
This is like a preliminary round of interview when it is likely to begin in the human resources department. Job interview questions you would be most likely asked are about your qualifications, the number of years of experience, the willingness to relocate and many others.
2. The Behavioral Interview
In behavioral interview, interviewers will usually hypothetically present the candidates with situations that might happen on the job. The behavioral job interview question is intended to dig into your past experience on how you behaved in a variety of on-the-job situations to extrapolate your future reactions on the job.
3. The Stress Interview
In this type of interview, you would find yourself like undergoing an interrogation. Job interview questions are actually designed to make you feel confused, fearful and defensive. If you remain calm, ready and composed during this type of interview, you would win half the battle.
4. The team Interview
The interviewers may comprise of members of the department you are applying for or a mixture of employees form the company you might have to work together with. The advantage of team interview for the candidate is that your performance is not the subjective opinion of just one person. If one interviewer disagrees, the others might not.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:33 pm

THINGS TO REMEMBER WHEN ANSWERING
THE INTERVIEWERS QUESTIONS
A. When asked about… YOURSELF
• Be on guard with the interviewer who gives you free rain. Don’t spend too much time answering. It could bore your interviewer.
• Avoid too much detail.
• Tough on 4 areas:
- Born and Raised -Education
-Work experience -Current situation
• Keep your answer short and relevant to the question.
B. When asked about… YOUR WEAK POINTS
• Don’t say none. It is unbelievable. Give only one. Position it in a positive like: “I am sometimes impatient but most of the time I am meek.”
C. When asked… WHY DO YOU WANT TO WORK FOR YOUR COMPANY?
• Say you like what you’ve learned about the company’s policy, goals and management. The lesson here is that you should research about the company you are applying, for to be able to say something about it.
D. When asked about… SUCCESS
• Be prepared to define SUCCESS and try to give at least one event in your life that you consider a success.
E. When asked about… HOW LONG WOULD YOU WANT TO STAY WITH THE COMPANY?
• Respond confidently that as long as the situation is mentally satisfactory, and the job is interesting and challenging, and as long as you feel that you are contributing to the company and that your contribution is recognized you will have no reason not to stay.
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:33 pm

100 MOST FREQUENTLY ASKED QUESTIONS
IN THE INTERVIEW
1. Tell me about yourself
2. What do you want from this position?
3. Why are you thinking about leaving you current job?
4. What are your strengths?
5. What are your weaknesses?
6. Where do you want to be five years from now?
7. What would you do if your superior tells you to do something that you know is not right?
8. If I were to call your company, what do you think your boos would describe you?
9. What would you say about your time management?
10. What do you know about our company?
11. What are you looking for in your next job?
12. What types of people do you find hard to get along with?
13. How do you handle a conflict situation that occurs in your workplace?
14. You seem to have little experience with sales and marketing (in fact whatever). How do you intend to learn up the knowledge you need to perform well in this job?
15. What is the last book you read?
16. Is there anything else about you that I should know?
17. The salary you’re asking for is near the top of the range for the job you are applying for. Why do you think we should pay you this much?
18. When can you start?
19. Have you ever dealt with a customer making an unrealistic demand? Or can you give me an example you’ve had to deal with a customer who made an unrealistic or unreasonable demand? Or how do you deal with difficult customers?
20. Why did you leave your last job?
21. How would you respond if you offered the job?
22. What would you do if you had to deal with an angry customer?
23. What will you bring to the job/to the company if we employ you?
24. Tell me about the culture at your last job/employer?
25. Tell me about your life at College or University, or even your time in your previous job.
26. What do you want to be doing in 2/5/10 years time? or Where do you want to be in 2/5/10 years from now?
27. What is your ideal job?
28. Why do you want this job?
29. What did you achieve in your last job?
30. What are your strengths?
31. What would your references say about you?
32. How do you handle tension/stress?
33. What was the last book you read and how did it affect you?
34. What does/did your father do for a living?
35. Tell me about a big challenge or difficulty you’ve faced; how did you deal with it?
36. Tell me something that really annoys you?
37. Give me some examples of how you have adapted your own communicating style to deal with different people and situations.
38. What type of people do you get on with most/least?
39. Give me an example of when you’ve produced some poor work and how you’ve dealt with it.
40. What do you find difficult in work/life/relationships?
41. How do you plan and organize your work?
42. How much are you earning at present and why do you ant to earn more?
43. How many hours a week do you prefer to work?
44. Do you commit mistakes in your workplace and how do you avoid it?
45. How do you measure your life’s effectiveness?
46. How do you like to be managed or how do you not like to be managed?
47. What present goals do you have and how are you going to achieve them?
48. How do you balance work and family/social commitments?
49. Why should we hire you?
50. What can you do for us that other applicants cannot?
51. What makes you mad?
52. What do you think of your last boss?
53. If you won a million on the lottery what would you do?
54. Why are you spending so much time applying for this job?
55. Which, of all the jobs you had, did you like best? And why?
56. Where do you expect to be at the end of your first year with us?
57. Would you go back to your last job if offered the opportunity? Why or why not?
58. Describe a time when you were faced with problems or stresses at work that tested your coping skills. What did you do?
59. What did you like best and least about your previous job?
60. What have you learned from your mistakes?
61. Give me an example of a problem you faced on the job, and tell me how you solved it.
62. What academic you like best and least?
63. Personally, describe the traits of an ideal boss?
64. What do you do in your spare time?
65. What do you consider in your most important skill?
66. How do you do in school?
67. Who is more important, your mother or husband?
68. How long would you want to stay with us?
69. How would your co-workers describe you?
70. How would the janitor, messenger, cooks in the canteen describe you as a person?
71. If you were a boss in your last job, what do you think your constituents describe you?
72. If your parents would be given a chance to describe you, what do you think would be their description with you?
73. According to your definition of success, how successful you’ve been so far?
74. What can you say about the policy “Customer Is Always Right”?
75. If I am born blind, how can you describe to me the color white?
76. How can you convince a blind person that the ball is round?
77. What is your favorite color? And why?
78. What can you say to people working in USA or Saudi Arabia?
79. If I were a foreigner, how would you sell the Philippines to me?
80. What is your opinion about premarital sex?
81. What is your happiest and saddest memory in your childhood?
82. Do you do marketing and cooking?
83. What household chores between doing laundries and pressing the clothes do you prefer?
84. How do you describe ugly people from beautiful people?
85. Describe sometimes when you were not satisfied or pleased about your own performance. What did you do about it?
86. Give me an example an important goal you had to set and tell me about your progress in reaching that goal?
87. Can you tell me about an important document you were required to complete before?
88. Are you good in correspondence?
89. Are you good in giving direction when a stranger asked you for a place?
90. How do you like politics and debate about it?
91. Recall a time when you were assigned to a complex project. Specifically, what steps did you take to prepare for and finish the project? Were you happy with the outcome?
92. Which do you think is more preferred by the interviewer, the intellectual or the physical aspect of the applicant? Choose only one.
93. Describe a situation in which you found that your results were not up to your supervisor’s expectations. What actions did you take?
94. Which do you think is easier to finish a challenging job, on your own or with a team?
95. What do you think are the disadvantages, either working by yourself or working by a team?
96. How do you evaluate how other people like or dislike you?
97. If you got like P5, 000.00 left in your savings, which would you buy jewelries or books?
98. Which is a better virtue, honesty or good stewardship?
99. If a client attacks you in person, would you grab something to defend your self?
100. What can you say about policeman?
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Re: BASIC CALL CENTER PROCEDURES

Post  RayMart on Sat May 02, 2009 5:34 pm

JOB INTERVIEW TIPS
1. ALWAYS PREPARE YOURSELF FOR ANY JOB INETRVIEW
Prior to attending any interview, you would always prepare yourself physically and mentally to avoid any hiccups. You should be prepared to answer all interview questions calmly and spontaneously.

Job Interview Preparation Activities:
• Prepare a list of your qualifications, experiences and personality and how this may help you sell yourself on the job you are applying for. If you are applying in a company who looks for go-getter salesman, you had better not project a timid and overcautious self-image in the interview room.
• Research on the company. The more you know about them the better. Visit their web, read trade magazines, newspapers, brochures and reports that will bring you up to date with the company’s latest development.
• Know your strengths. Write down your skills and qualities and match it with the job description in the advertisement. Think how the company would benefit by choosing you, rather than another candidate.
• Know your weaknesses. Good interviewers are trained well at finding weaknesses in a candidate. Be prepared to provide explanations to job interview questions that will turn things to your advantages.
• Practice the interview questions with your friend or spouse. This will enable you to correct any costly mistake you do not wish to make during the actual job interview.
2. KEEP A SMILING FACE DURING JOB INTERVIEW
Smiling does not only lighten up your day but also the person who sees you, in
this case, the interviewer. Who would not want to see a smiling and such a pleasant person? But be careful not to overdo it. Otherwise, it would look more like a pasted-on grin that would not look sincere.
3. MAKE EYE CONYACT WHEN ANSWERING JOB INTERVIEW QUESTIONS
When talking to someone and still maintain eye contact, you will project yourself as confident. However, you should avoid non-stop staring as this will make the interviewer feel uneasy.
4. BE POSITIVE DURING HOB INTERVIEW SESSION
Pepper your conversation with lots of positive words. In other words, avoid using negative words as much as possible. After all, interviewers are always looking for people who talks positively.
5. TALK WITH ENTHUSIASM WHEN ANSWERING JOB INTERVIEW QUESTIONS
Show the interviewer your enthusiasm in the job you are applying for. Highlight your skills and experience and what benefits you would bring to the company.
6. RELAX AND ENJOY THE JOB INTERVIEW
Relax yourself, especially your mind, when undergoing an interview. Imagine you are just updating an old friend on your current personal particulars and what you have been doing. Occasionally, mention about what you have achieved. You will less pressured and consequently you will have a free flow of ideas on how to express yourself and answer the interview questions confidently.
7. RESEARCH as much as you can about the company’s products, services, markets, competitors, trends, current activities, priorities.
8. PREPARE your answers for the type of questions you’ll be asked, especially, be able to say why you want the job, what your strengths are, how you’d do the job, what your best achievements are.
9. PREPARE good questions to ask at the interview.
10. REQUEST a copy of the company’s employment terms and conditions or employee handbook before the interview, in order to save time covering routine matters during the interview.
11. ASSEMBLE hard evidence (make sure it’s clear and concise) of how/what you’ve achieved in the past-proof will put you ahead of those who merely talk about it.
12. HAVE at least one other interview lines up, or have a recent job offer, or the possibility of receiving one from a recent job interview, and make sure you mention it to the interviewer.
13. MAKE sure your resume is up to date, looking very good and even if already supplied to the interviewer, take three with you (one for the interviewer, one for you and a spare in case the interviewer brings a colleague in to the meeting).
14. GET hold of the following material and read it, and remember the relevant issues, and ask questions about the areas that relate to the company and the role. Obtain the research: the company’s sales brochures and literature, a trade magazine covering its market sector, and a serious newspaper for the few days before the interview so you’re informed about world and national news. Also worth getting hold of: ‘in-house’ magazines or newsletters, competitor leaflets, local or national newspaper articles featuring the company.
15. REVIEW your personal goals and be able to speak openly and honestly about them and how you plan to achieve them.
16. ENSURE you have two or three really good reputable and relevant references, and check they’d each be happy to be contacted.
17. GET into an enthusiastic, alert, positive mind-set.
18. TRY to get some experience of personally tests. Discover your personality strengths and weaknesses that would be indicated by a test, and be able to answer questions positively about the results. (Do not be intimidated by personality testing - expose yourself to it and learn about yourself.
19. THINK about what to wear.
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RayMart

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Re: BASIC CALL CENTER PROCEDURES

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