Module 1 : Trainee Handouts

Customer Service Basic

Total Duration: 10 Hours

 We will Learn:

1. Understanding Contact
Center Operations.
Operations

2. Handling Inbound and

Outbound Calls.
Understanding Contact Center Operations

What is Contact Center/Call Center?

Industry term referring to a company

phone center that handles such
services
i as help
h l desk,
d k customer
support, lead generation, emergency
response, telephone answering
service inbound response and
service,
outbound telemarketing.
Types of Call Centers

1. Inbound Call Centers

2. Outbound Call Centers
3. Domestic Call
ll Centers
4. International Call Centers
Call Center Technologies

¾ VoIP (Voice over Internet Protocol,

technology providing voice services
over IP connections)
¾ I t
Internet
t (E1,
(E1 DSL
DSL, SDSL DXX etc.)
t )
¾ Hardware (LAN, Switches, Routers
etc.)
¾ Networking
N t ki ((LAN & WAN,
WAN Different
Diff t
Components of networking)
Call Center Category Description

¾ Customer Service ¾ E-Commerce

¾ T l l
Telesales ¾ S
Support
t Cast
C t
¾ Help Desk ¾ Telecom/IS
¾ Collections ¾ g
Account Management
¾ Call Center Operations
Skills Necessary for a Call Center Agent
¾ Learning Skills
¾ Communication Skills
¾ Customer Handling Skills
¾ Team work and Individual
capabilities
¾ Telephone Etiquettes
¾ Ability to use proper grammar
¾ Vocabulary skills
¾ Follow specific instructions
¾ Basic math,
math logic,
logic analytical
¾ Telephone problem solving
skills
Effective Communication

¾ Effective Listening
¾ Speaking with confidence
Call Center Communication Skills

¾ Communication Techniques
¾ Questioning Skills
¾ Telephone
l h Techniques
h
Understanding Customer Services

¾ Customer needs
¾ Difficult situations
¾ Skills
k ll simulation
l
Building Customer Loyalty

¾ Communicate
¾ Understand Your Customer's Goals
¾ Be Consistent
¾ Build Credibility
¾ Cracker Jack Surprise
Phone Etiquettes

¾ Avoid using Slangs.

¾ Make use of phrases such as "May I help you",
You are welcome",
"You welcome , and "Thank
Thank you",
you , etc.
¾ Put the receiver down gently.
¾ Always speak clearly
¾ Identify your Company and yourself to the
caller.
ll
¾ Maintain proper transfer system
¾ Always adopt a pleasant tone of voice and be
attentive.
¾ Don't interrupt the caller when speaking.
Handling Inbound and Outbound Calls
Inbound v.s Outbound

Inbound Outbound
¾An inbound call center is one that ¾An outbound call center is one in
exclusively
l i l or predominately
d i l handles
h dl which
hi h call
ll center agents make
k calls
ll to
inbound calls (calls initiated by the customers on behalf of a business or
customer) client.

¾The inbound
¾Th i b d call
ll centers do
d CCustomer ¾The outbound
¾Th b d call
ll centers d
do
Support, Online Help, Bookings, Placing telemarketing, debt collection, sales,
Orders, Resolving issues/queries etc . fund raising and other work that
requires proactive contact with
customers
t
Call flow management– Do’s and don’ts
CUSTOMER SERVICE INBOUND

DO’s… DON’Ts…
¾ Thank them for contacting customer ¾ Don't use abrasive words
support
¾ Don't leave the problem
¾ Ask for further clarification unresolved
¾ Address the support question within 24 ¾ g
Don't neglect y
your customers
hours
¾ Don't allow a customer to
¾ Offer further support bully you
¾ Be apologetic to their needs ¾ Don'tt lie to a customer
Don
Call flow management– Do’s and don’ts
CUSTOMER SERVICE OUTBOUND

DO’s… DON’Ts…
¾ Greeting the customer ¾ Do not rush
¾ Listening to the customer ¾ Don’t get tense
¾ Responding to customer needs ¾ Do not be afraid
¾ C
Concluding
l di the
th call
ll ¾ D nott impersonate
Do i t
¾ Following up as necessary
¾ Keep Smiling
¾ Determining the customer needs