CALL CENTRE

INBOUND OUTBOUND

CUSTOMER SERVICE

TELE SALES

TELE SURVEY

TELE COLLECTION

TELE INFO

A Contact Centre or Call Center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Dynamics Calls may be inbound or outbound. Inbound calls are made by consumers, for example to obtain information, report a malfunction, or ask for help. In contrast, outbound calls are made by agents to consumers, usually for sales, survey, collection, information purposes. One can combine inbound and outbound campaigns. Call centre staff are often organized into a multi-tier support system for more efficient handling of calls. The first tier consists of operators, who initially answer calls and provide general information. If a caller requires more assistance, the call is forwarded to the second tier (in the appropriate department depending on the nature of the call). In some cases, there are three or more tiers of support staff. Typically the third tier of support is formed of product engineers/developers or highly skilled technical support staff for the product.

Effective & Excellent Customer Service Call Center and Contact Center Customer Service Communication with the customer, including challenging conversations Setting and resetting customer expectations Delighting the customer Building customer confidence A consistently winning customer experience Growing the customer relationship Opportunity management A Team approach to meeting the customers needs Example Keys to good customer service: Fulfill the persons six basic needs: Control Options Information

Fairness Friendliness Understanding

 Sample Tips for good customer service are illustrated and practiced throughout the customer service training: Project a winning telephone style Deliver more than you promise Meet your commitments Express empathy Go the extra mile Make eye contact Provide information that truly informs

Customer Service Interview TIPS (Inbound) Call centre interview questions can cover a wide array of subjects and aspects to check your suitability for a job. While some interview questions may focus on the behavioral and personality aspects, others may test your proficiency, work experience and yet others may test your loyalty and commitment to stay on in the organization. Generally the questions are aimed at testing your oral and written skills, computer knowledge, and customer relationship practices. Interview questions can also focus on certain basic requirements for a call centre job which include, customer service skills, team work capability, problem solving ability, learning skills, stress handling capability and ability to persuade and convince customers, and most importantly, effective listening and communication skills. Questions may also test your familiarity of the required computer knowledge, your proficiency in administrative and customer relationship procedures and principles. It is good to be prepared to tackle questions on your leadership ability and style and your motivational methods. While preparing for call centre interview questions remember to keep them short and straightforward. Do not hesitate to quote specific examples to bring out your positive aspects and how they have helped you to handle difficult situations.

Sample Inbound Call Centre Interview Questions 1. Is this your first experience working in a call centre? What has prompted you to apply for this post? 2. How do you rate your overall call centre experience? How many years experience do you have in this field? 3. Talk about any three major job functions of a call centre representative. 4. How do you propose to deal with abusive and irate customers without being impolite or rude yourself? 5. What is your strategy to deliver the information of the products to the customers? 6. Tell us something about your problem solving and decision making skills. 7. Tell us a situation where you need to guide a potential customer facing some technical product issue and you are not properly aware about that particular point. How did you deal with such a situation? 8. How important would you consider ones communication skills in this sort of a job? Where do you see yourself in this job as far as professional growth is concerned? 9. Why do you think you are the suitable candidate for this job profile? 10. Tell us why we should hire you despite having candidates with greater experience?

R.A.C.E to Win With Service Excellence R.A.C.E. key techniques for succeeding at each step of the customer interaction Establishes the foundation for service excellence when dealing with the customer indirectly (via phone and email). Regardless of the customer issue, there is a moment of truth in which the customer is satisfied or dissatisfied with the service.

RRapport Understanding Personality differences Exploring cultural diversity and its impact when connecting with customers AAction Solving problems Managing and/or reducing conflicts and tensions CCare Managing challenging conversations EEnding Professionally Ending with a clear path to resolution.