Call Center Training

INTRODUCTION TO CALL CENTERS

WHAT IS A CALL CENTER?
Industry term referring to a company phone center that handles such
services as help 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 high-volume, inbound or outbound call-handling
services.

Inbound v.s
outbound
Outbound

Inbound

An outbound call center is

An inbound call center is one
one in which call center agents that exclusively or predominately
make calls to customers on
handles inbound calls (calls
behalf of a business or client.
initiated by the customer)
The outbound call centers do
telemarketing, debt collection,
sales, fund raising and other
work that requires proactive
contact with customers

The inbound call centers do

Customer Support, Online Help,
Bookings, Placing Orders,
Resolving issues/queries etc

Call center technologies

VoIP (Voice over Internet Protocol, technology
providing voice services over IP connections)
Internet (E1, DSL, SDSL DXX etc)
Hardware (LAN, Switches, Routers etc)
Networking ((LAN & WAN, Different Components
of networking)

Call center category description

Customer Service
Telesales
Help Desk
Collections
Call Center Operations
E-Commerce
Support Cast
Telecom/IS
Account Management

Skills Necessary for a call center agent

Learning Skills
Communication Skills
Customer Handling Skills
Team work and Individual capabilities
Telephone Etiquettes and the ability to respond professionally to
clients on the telephone
The candidate's ability to use proper grammar
Vocabulary skills relevant to a call center position
Attention to detail and ability to follow specific instructions
Basic math, logic, analytical and telephone problem solving skills
Ability to follow specific instructions
Telephone problem solving skills

Call flow management Dos and donts

ON-HOLD MESSAGES

DOs

DONTs

Match your message script to your goals. When all is

said and done, make sure the final product actually fits
the purpose for which it was designed. This includes an
audio scan, as well as measurement of customer
behavior changes as a result of the message.

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.

Create a variety of messages. Change the message

every few weeks. If your customers call more often, be
sure to change them more often. Nothing is worse for a
frequent caller than hearing the same message call
after call.

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.

Keep messages short. This refers to the content rather

than the total length. While the entire message tape
can be lengthy, each individual message should convey
what it needs to in 35 to 40 words.

Confuse people. Giving complex instructions 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.

Write scripts in a conversational style. To check this,

read them aloud to yourself and others.
Use consistent voicing. The exception to this rule is
when you inform customers to expect different voices
(e.g., when using a queue jockey or employees
recordings).

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.

Be careful when providing estimated wait times. This

Keep telling customers to hold or that they are on
can work very well if youre only feeding one queue to
hold. They already know it, and are likely to be annoyed
one agent group, but it breaks down with virtual agents
by such commands.
or multiple call priorities because calls can budge to
Continue
the front of the queue.

Call flow management Dos and donts

ON-HOLD
MESSAGES
DOs

DONTs

Be creative. Messages that get customers to relax and

enjoy the wait (i.e., humorous, entertaining, informative
messages) can be crafted if you dont limit your
imagination to what youve already heard.

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.

Give customers control and information. For instance,

allow callers the option to use the IVR, give them
information on when youre likely to be less busy, offer
estimated wait times, and allow call-backs or provide
virtual queuing (see box above). Use ANI to identify
repeat callers who didnt get through to you, and put
them at the front of the queue. Let the customer
decide, based on wait time information, how he or she
wants the call to proceed.
Find out the true cost of using music on hold before
deciding on it. Its not legal to play real tunes without
paying a royalty, and the same applies to playing a
radio station. Elevator music is only slightly better than
silence, and can really annoy some people.
Thank people for hanging on. Just doesnt overuse the
thank-you message or it may become irritating.
Record emergency messages before you need them.
This will save you unnecessary panic and frantic activity
during stressful times. Be sure you know what each
message says, and how to activate the appropriate one.
This should be an intrinsic part of your disaster-recovery

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 havemessages 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.

Call flow management Dos and donts

CUSTOMER SERVICE INBOUND
DOs

DONTs

Thank them for contacting customer support in the

opening sentence of your reply messages.

Don't use abrasive words in your email. Always

remain calm, courteous and professional.

Ask for further clarification if you are unsure of their

requirements. Suggest some extra details to answer
their query more effectively.

Don't leave the problem unresolved or unanswered

because you are offended by their tone or for any other
reason whatsoever.

Address the support question within 24 hours of

receiving their message to avoid unnecessary
confrontation and dissatisfaction.

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.

Offer further support if they require it and provide a

sincere thanks for their custom. Also confirm that their
message has been received and when they should
expect a response.
Be apologetic to their needs and offer complete
support and reassurance. However if a customer is still
unsatisfied with their order offer them a replacement or
refund.

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.

Continue
d

Call flow management Dos and donts

CUSTOMER SERVICE OUTBOUND
DOs

DONTs

Greeting the customer: Smile, speak clearly; give the

customer your undivided attention. Identify yourself
and your department, offer help. Note the customers
name and address the customer by name that creates
and attentive impression. Begin the conversation with
your customer on a positive note.

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.

Listening to the customer: Ignore disruptions,

distractions or being too fast or too slow. Concentrate
on what the customer is saying to you and
acknowledge what he says. Attempt to identify the
need and basis of the call. Deliver information more
and more.

Dont get tense: Its nothing personal; you are just

doing your job. They are just missing out on another
good 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

Responding to customer needs: First, provide an
you Empathize, put yourself in their shoes and think
empathy statement to address the customers
like them.
psychological needs. Then, with the customer, develop
an action plan that directly addresses his needs.
Developing an action plan involves informing the
customer of the steps that you plan to take, explain
any steps he should take. Answer questions, handle
objections do not run away from questions. Remember
when a customer starts asking questions those are
actually BUYING signals. So pay attention and do not
Continue
deviate from the subject. Check agreement whether

Call flow management Dos and donts

CUSTOMER SERVICE
OUTBOUND
DOs
Getting agreement Seek feedback and agreement
from the customer at this point to establish whether
he is satisfied with the solution.
Concluding the call: Smile and have a positive,
friendly attitude; use the customers name; review the
plan of action; offer further assistance, and thank the
customer for his patience and co-operation.
Following up as necessary: You might want to follow
up particularly urgent requests or such requests that
are critical to a large number of users
Keep Smiling: Remember, a smile can be heard even
on the phone. Relax and enjoy.
Determining the customer needs: Listening to the
customer pays let the customer talk, dont interrupt.
Paraphrase what the customer has communicated to
you, as questions and get feedback.

DONTs

Effective communication
Effective Listening
speaking with
confidence

Call center communication skills

Communication Techniques
Questioning Skills
Telephone Techniques

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.

Understanding customer services

Customer needs
Difficult situations
Skills simulation

Building customer loyalty

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

Call center telephone

sales
Principles and techniques of
telephone sales
Telemarketing laws

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