Good Customer Care Skills Call agents are supposed to be people who possess the requisite customer care

skills necessary for meeting the objective of maximising sales and productivity through excellent customer relations. Having an outgoing and friendly personality is an asset in the field of customer relations contact centers. A good agent must have a peopleoriented attitude that enables him or her to handle customers as though they are the most important people in their (the agents) lives. Agents need to be always mindful of the fact that no matter how difficult existing customers may be, it is easier to maintain them than attracting new ones. Good agents are those who are able to use their unique customer relations qualities to turn every inbound or outbound call into an opportunity for having another customer. Adequate knowledge of phone etiquette is crucial for excellent customer care. A good agent therefore needs to be a master of phone manners. Understanding Individual Differences of Customers Different customers behave differently. Good agents are those capable of demonstrating their understanding of the diversity in customer behaviour. Operators have to appreciate the uniqueness of each customer. Some consumers can be difficult to handle, some could be furious over a previous transaction they are not satisfied with, while others could even be abusive while on the phone with an agent. But good call center operators are those who will always appreciate the fact that business success (and the survival of their job, for that matter) depends on consumer satisfaction and will thus do their best to satisfy the consumer. Good Communication and Listening Skills Contact center jobs mainly involve communicating with consumers. Effective communication skills is therefore an essential attribute that agents seeking to work with good call centers should possess. A good communicator is also a good listener. Professional agents are those who are good communicators and listeners. Findings of a study by USbased Beta Research Corporation and published on its website of March 14, 2007 underscored the need for effective communication skills on the part of consumer center operators. The study, titled: Customer Satisfaction as it Relates to Call Center experience, revealed that most customers prefer to speak to live agents who communicate with them effectively rather than with an automated system. Effective communication skills is therefore required of every good customer relations person.

Language Abilities of Agents Telephone communication between agents and customers involves the use of language. Contact center agents should therefore have good command over the particular language or languages used for transacting business in the geographical areas companies are located. Due to the globalisation of business transaction as well as the practice of call center outsourcing, multilingual agents are usually preferred. As much as possible, agents should strive to learn a second or third major language to boost their chances of working with global or multinational customer care centers. English remains the dominant language for business transactions but being fluent in an additional major language such as French and/or Spanish becomes a great asset. Computer Literacy Computer literary is an important requirement for working with modern customer service facilities. Most centers now use web-based software like predictive dialers. Operators would have to be computer-savvy, particularly in Word processing, and use the internet to be able to work efficiently. The qualities of a good agent therefore include: customer care skills, understanding customer differences, good communication skills, language proficiency and computer literacy.

1. Tell me something about yourself Common mistake: Saying your name, age and physical address to serve as an introduction Call center applicant: Well, as I said a while ago, my name is [your name], [your age] and I live at [physical address]. If your name is printed on the resume that they are holding, it will be better not to say your name. Call center recruitment officers will be wise enough to glance on your resume once in a while to write their comments. Besides, they will remember your name as soon as they are convinced that you are ready to proceed to the next step (of your application process). Same thing for the age and physical address, unless there will be issues that need to be checked immediately, better keep those details on paper. Call center gal tip: Call center recruitment officers need to know more of your interests and how you can relate those in your future job in the call center. So concentrate your answers on those details instead. 2. What do your classmates/colleagues say about you Common mistake: Giving details that might ruin you and your character in the process.

Call center applicant: Well, my classmates say that I am pretty, easy to get along with, understanding etc Call center applicant: My colleagues say that I am talkative, friendly, a team player Notice how we sometimes unconsciously tell our call center recruitment officers that they should consider other candidates instead. Even though they wanted you to feel comfortable and sound natural in your answers, they need more details that build your character up. They need more of your positive characteristics as a person well suited for a call center job. Call center gal tip: Be honest and yet be careful of the details you will tell them. I want to stress on the importance of giving them more of your positive traits. If they asked you to expound on your answers, then be ready to give related answers. 3. Why do you want to work in this organization Call center applicant: I heard your organization pays call center agents well. Call center applicant: Because my friend told me that it is easy to get a promotion here. Call center applicant: This is one of the call centers that I know of which has sleeping quarters and its important because I live far from here. Common mistake: Not doing a company research prior to the interview There are a lot of call center companies in the Philippines and I understand how tempting it is to send resumes to every call center companies that they see. Observe how applicants go crazy over submitting their resums in job fairs, only to be clueless about those companies when called for an interview. Call center gal tip: Do your homework. Make a list of the companies you want to apply for a call center post. Use the internet to gather information. Most reputable call center companies have a website to provide you information that you can mention in the job interview. Its better to tell that you got those information using credible sources instead. I am not saying that you cant rely on what your friends tell you. Call center employers will appreciate it better if you checked on the resources that they made available like company websites and marketing collaterals. 4. What is your philosophy towards work? Call center applicant: Time is gold. Call center applicant: My work philosophy is that you need to work hard for you to get a reward. Common mistake: Using a clich as an answer Clichs are overly familiar phrases. It may be tempting to use clichs in answering questions like this because it can easily fill in someones thoughts. But if this is your only answer and

you cannot expound on this clich then you might not land that call center job. Call center gal tip: Frame your answers based on how you really work on something. If you really value time as part of your work philosophy, better be prepared with instances wherein you used time to your advantage. You can form better answers than by just using clichs as canned response. This is just the first of the three-part series about top ten call center job interview questions. Feel free to send me your comments and suggestions by leaving a message here. Thank you for reading. 8. What is your greatest strength Call center applicant: Do I need to say just one? Call center applicant: I am honest in all my dealings. That is my greatest strength. Common mistake: Failing to assess your personal strength Call center gal tip: List all your personal strengths on paper and check which among those on the list can help you advance your career. For example, if you chose to tell them that you are honest in all your dealings then be prepared to relate this to your job in the call center. For example, since you are honest in all your dealings then you can assure them that (when you are taking calls) you will not mislead a customer in any way. If you tell them that your personal strength is your patience, tell them how you can apply this in your training (you will exercise utmost patience learning things that are new to you) and later on when youre going to take calls (on how you will handle challenging customers). 9. Tell me about your dream job Call center applicant: I want to be the President of this company. Call center applicant: I want to be a team leader in three months. Common mistake: Failing to be realistic in your answers. Call center gal tip: Although the question is about your dream, remember that this is not just a casual conversation. You are in a call center job interview. The call center interviewer wanted to check on your dreams of advancing your career in their company. Again, Im stressing the importance of doing a company background check. Is a promotion from a call center agent to being a team leader really feasible in three months? How about if you wanted to be a supervisor or a manager perhaps? How long will it take for you to be one? That is why its important for you to give conservative yet realistic answers even if this question seems to let you think of your dream job. 10. Do you have questions for me Call center applicant: None, thank you.

Call center applicant: Will you give me more than 25 thousand pesos? I am very much qualified. Common mistake: Either thinking that you are only attending a call center job interview to answer questions or thinking of asking the wrong questions. Call center gal tip: Usually, this question signals the end of a call center job interview. After the interviewer expressed interest in knowing more about you and your application, you are given the chance to express your interest in knowing more about the company. Asking those questions will let them know that you really wanted to learn more about the company because you are seeing how their growth will be your gain as far as career advancement is concerned. About Convergys Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients. For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world. Convergys has approximately 70,000 employees in 68 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com As a leader in relationship management, Convergys provides solutions that drive more value from the relationships our clients have with their customers. Managing these relationships, fostering improvement and adding value to them is how we enable organizations worldwide to improve their business performance Jeff Fox President and CEO Convergys Corporation Jeffrey (Jeff) Fox is president and chief executive officer of Convergys Corporation, a global leader in relationship management. Jeff provides direction and leadership to the Company and is responsible for the achievement of the Company's strategy and mission, annual goals, and yearly revenue and profitability targets. All lines of business, business units and resource units report directly to Jeff, as do the chief financial officer and the general counsel and corporate secretary. Jeff became a member of the Convergys Board of Directors in February 2009. He was appointed Convergys president

and CEO in February 2010. Prior to his association with Convergys, Jeff founded and served as CEO and partner of The Circumference Group, a technology and telecommunications consulting and investment firm. From 1996 to 2009, Jeff held management positions at Alltel Corporation, including Chief Operating Officer; Group President-Shared Services, supporting Alltel's wireline and wireless operations; and Group President-Alltel Information Services, responsible for software, professional services, and outsourcing to top tier global financial institutions. Alltel was the fifth largest wireless company in the United States before its acquisition by Verizon in January 2009. Prior to joining Alltel, Jeff worked in investment banking for 10 years with Stephens Inc., preceded by two years with Merrill Lynch. Jeff specialized in M&A advisory services for public and private companies. Jeff is a graduate of Duke University with a bachelor's degree in economics.

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Convergys has been named to the U.S. 500 list in Newsweek's 2010 Green Rankings. This data-driven assessment is based on a company's actual environmental footprint and management of that footprint (including policies and strategies), along with its reputation among environmental experts. Convergys ranked #277 overall and #122 in Environmental Impact.

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Convergys has been named to the 2010 GS 100 List of Companies that Define Global Outsourcing. Convergys was also named to the lists of Top BPO Vendors and Top Call Center and Customer Management Vendors. The lists are compiled annually by Global Services Media, which connects buyers and service providers in the global IT services and BPO industry, and Neo Advisory, a consulting firm that leverages outsourcing and globalization to enable organizational transformation. Convergys Information Management Group Inc. offers information management, billing, and customer support solutions for communication companies. The company was formerly known as Cincinnati Bell Information Systems Inc. and it changed its name to Convergys Information Management Group Inc. in October, 1998. The

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company was incorporated in 1983 and is based in Cincinnati, Ohio. Convergys Information Management Group Inc. operates as a subsidiary of Convergys Corporation. As a global leader in relationship management, we build lasting and high impact relationships with the people we touch and the communities we serve. Convergys maintains a robust Corporate Responsibility Program Our corporate responsibility practices are tightly integrated with our culture and business and fall into six categories: Our Shareholders Our trusted relationships and our business are built on uncompromised integrity and dedication to the highest ethical standards. Our Clients From small businesses, to majority of the Fortune 50, clients trust us to enrich their customer and employee relationships. Our People As a global company, our relationships with our employees are built on trust and a sincere respect for the individual. Our Communities Convergys supports specific, localized giving programs in countries in which we operate. Our Environment Our working environments are designed to optimize performance and efficiency while reducing energy consumption, waste and pollution. Our Business Partners We set clear expectations with business partners across our entire supply chain. Convergys is honored by its membership in the Calvert Social Index since 2002, and the KLD Domini 400 Social Index since 2007, both financial funds comprised of socially-responsible companies that select their members based upon a number of important factors including corporate citizenship and environmental impact. In 2009, Convergys was named a Fortune Most Admired Company for the ninth consecutive year. Convergys Volunteerism and Corporate Giving

Since our formation in 1998, Convergys has remained committed to improving the quality of life in communities around the world where our employees live and work. Corporate citizenship is one of our core values that is proudly embraced by our employees. Convergys' Community Action Network promotes employee volunteerism around the world, and the company funds select charitable programs annually through its Convergys Foundation. We have been internationally recognized for our strong commitment to social responsibility. Interested in leveraging all that a global market has to offer? At Convergys, we believe individual differences produce genuine competitive advantages in a global market. Leveraging our workforce's diversity maximizes our productivity and enhances the quality of service we offer all of our clients. Diversity Principles Through our diversity initiatives, we maintain an environment that: y Values individual differences y Fosters mutual respect and open communication y Attracts, develops and supports a diverse workforce y Increases our competitive advantage y Enhances career opportunities y Continues to be recognized as a fair, rewarding place to work A Global Strategy Defined as all the inherent, acquired, and learned qualities that employees, clients and suppliers bring to our organization, Global Diversity & Inclusion is a strategic imperative at Convergys. The Global Diversity Council A group of 80 employees who are recognized as leaders in their businesses and drive proactive change at all levels of the company. Members work to define diversity as it relates to Convergys workforce and business case, while striving to build a cohesive and inclusive workplace where all employees feel valued. The Global Diversity Council committees provide direction and implementation for Diversity Measurements & Accountability, Diversity Education & Training, Diversity Communications, Diversity Recruitment & Retention, and Diversity Career/Professional Development. The Operating in a Global Environment - Diversity Curriculum Convergys expanding global presence means the demand for customer and employee interactions across cultures is

rapidly increasing. This new reality is addressed through a multi-dimensional, multicultural skills-based learning experience called Operating in a Global Environment (OGE). OGE is designed to help employees accomplish their goals of working in a changing, multicultural workplace. Supplier Diversity Convergys promotes active inclusion of minority, women, small disadvantage, HUBZone and service disabled veteran owned businesses (MWSDVBE) in our established procurement processes. Engaging qualified suppliers of goods and services creates value for Convergys, its clients and shareholders through innovative ideas, more comprehensive solutions to business challenges and faster response to changing marketplace dynamics. Convergys will provide maximum practicable opportunity for diverse suppliers to equitably compete with other suppliers who meet our quality, service, procurement, business and contractual requirements. Affinity Groups Convergys believes affinity groups add value to our business and help develop a more inclusive work environment. Currently, there are six groups designed to enhance open communication, business problem solving and employee development: Global Womens Network, Asian Employee Network, Convergys Hispanic Initiatives in Motion, Convergys Ability Resource Team, Gays, Lesbians and Allies at Convergys, and Black Employee Network. Diversity Action Teams Diversity Action Teams are designed to focus on enriching the employment experience of all employees as well as making meaningful contributions that benefit the company overall. These teams identify and recommend solutions specific to their location, market and community.