CALL CENTER PROCEDURES

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CALL CENTER PROCEDURES

Post  Admin on Fri Apr 24, 2009 12:20 pm

BASIC CALL CENTER PROCEDURES
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;

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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FIVE WAYS THAT WILL LEAD YOU

Post  Admin on Fri Apr 24, 2009 12:22 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.


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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Call Center Training

Post  Admin on Wed Aug 25, 2010 4:52 pm

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Re: CALL CENTER PROCEDURES

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