Professional Documents
Culture Documents
WHAT IS A CALL CENTER? Industry term referring to a company phone center that handles such services as help desk 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 highvolume, inbound or outbound callhandling services.
An outbound call center is one in An inbound call center is one that g y or predominately p y handles which call center agents make calls exclusively to customers on behalf of a inbound calls (calls initiated by the business or client. customer) The outbound call centers do The inbound call centers do telemarketing, debt collection, Customer Support, Online Help, sales, fund raising and other work Bookings, Placing Orders, Resolving that requires proactive contact with issues/queries etc customers
DONTs
Ask for identifying information in the wrong place in the menu. For example, if a customers phone number will only be used if he or she opts for an automated response; dont ask for it before the caller selects the IVR. Be predictable. Predictable messages include phrases like: your call is important to us, we are experiencing heavy volume, so there will be a long wait, were sorry youre on hold, as well as endlessly repeating short messages. Confuse people. Giving complex in-structions or information during hold messages doesnt usually work. Keep it simple. Make recordings too short. Look at your expected delay statistics, and make the message long enough to cover at least the average delay when there is a delay. This is not the same as the ASA. Repeat too often. Make sure that your messages have some breathing time. In between messages, allow for some silence or play music or some other sound. Keep telling customers to hold or that they are on hold. They already know it, and are likely to be annoyed by such commands.
DONTs
Apologize too much. The real issue here is that youre not prepared to make the investment that makes the delay so short that you dont need delay messages so dont emphasize this fact. One apology is all thats needed. Brag too much. Sales messages need to be informational in nature rather than a hard sell. You have a captive audience on hold; you need to treat them gently and persuasively. Lie to customers. If you have messages that say, due to unusually heavy volume, or due to a snowstorm, theres going to be a long delay, use them sparingly or, eventually, they will not be believed. Neglect customers whose preferred language isnt English. Provide messages that are culturally appropriate, and in the languages of the customers who are likely to call you. Think that youre in this alone. Messaging services can be an invaluable resource, especially when it comes to finding voice talent and making the final recordings. Use a mass-produced product. Your company is unique, and you need to make sure your customers experience that uniqueness.
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DONTs
Don't use abrasive words in your email. Always remain calm, courteous and professional. Don't leave the problem unresolved or unanswered because you are offended by their tone or for any other reason whatsoever whatsoever. Don't neglect your customers by repeatedly delaying your response times. This will lead to negative feedback for your company and will inevitably cost you sales and damage your companys reputation. Don't allow a customer to bully you into doing something irrational or unethical just to please them. Don't lie to a customer about your product. Make sure your description and terms are clear and are easily accessible on your Sales Page, Thank You Page and receipts.
DONTs
Do not rush: Do not rush through the call in an attempt to feed the customer as much as possible once he is on the line. Wait up, relax, talk, and do not blabber. Dont get tense: Its nothing personal; you are just doing your job. They are just missing out on another good deal job deal. Do not be afraid: They cannot come out of the phone and hit you, relax, listen to their questions and answer them. Do not impersonate: Do not start by saying if I was you Empathize, put yourself in their shoes and think like them.
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Effective communication
Effective Listening speaking with confidence
DONTs
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.
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