Call Center Performance Workbook

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Call Center Training Basics

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Call Center Performance Workbook

  1. 1. Customer Service Representative Call Center Performance Corrie Woolcott, HCS CWoolcott@ManageYourPerformance.com 1
  2. 2. GOALS and OBJECTIVES Acquire new skills, tips, techniques as it pertains to phone conversations Develop and improve call performance Learn how to be pro-active in handling phone conversations Learn the 8 steps to call success www.ManageYourPerformance.com
  3. 3. VALUE PROPOSITION What’s In It For You? This ecourse will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you are: Increased confidence from having the right tools. Reduced stress by better handling challenging situations. Increased job satisfaction from doing something well. That great feeling you get inside from helping others. Increased value to your employer www.ManageYourPerformance.com
  4. 4. PICK YOUR TARGET ManageYourPerformance.com reminds you when an irate caller launches a verbal assault. The caller is not deliberately upset at you personally. In 99% of the cases, the real target for this frustration is due to some communication breakdown in the call, transfer of information, an un kept promise, missed commitment or deadline, system malfunction…. www.ManageYourPerformance.com
  5. 5. BUILD RELATIONSHIPS Create a Supportive Environment Definition of RAPPORT: A relationship of mutual understanding or trust and agreement between people wordnetweb.princeton.edu/perl/webwn Are you…. Understanding Compassionate Supportive Concerned Considerate Actively Listening www.ManageYourPerformance.com
  6. 6. SKILL SKILL is…… The ability to use one’s knowledge effectively and readily in execution or performance. www.ManageYourPerformance.com
  7. 7. LISTENING SKILLS Develop good listening skills… Are you Attentive Are you Understanding Are you Detecting Hidden Messages Are you in control of your Tone Are you Acknowledging your customer www.ManageYourPerformance.com
  8. 8. KNOW HOW to PERSUADE & INFLUENCE Your Persuasive Ability depends on: What you say How you say it When you say it Identifying a need (Caller’s request) Identifying a benefit (Alternate choice or process) How you promote & sell yourself www.ManageYourPerformance.com
  9. 9. SPEAKING SKILLS Speaking Skills Enunciation Adult Tone Good Pace Eliminate Sarcasm Eliminate Slang Good Diction Eliminate Jargon Sound Bite www.ManageYourPerformance.com
  10. 10. KNOW YOUR PRODUCT Product Knowledge Become a Superior Product Expert Learn & Practice Call Scripts Learn Everything about Product Features What are the Benefits for your Client Probe for Details & Ask Questions (Be a consultant) Recommend a Customized Solution for their needs Be an Advocate for the Product and your Company (Be your biggest fan) www.ManageYourPerformance.com
  11. 11. LISTEN Hear without judging and assuming Notice feelings like: Anxiety….. Fear….. Excitement…..Distress…..Anger Do not allow yourself to jump to conclusions Find the right key emotional driver Sound Interested + = YOUR Personalized Response www.ManageYourPerformance.com
  12. 12. MANNERS & PROFESSIONALISM What is your approach? Say “Please and Thank You” Use the Customer’s Name to Build Rapport Leave the Customer Satisfied Make the Customer Feel Right to do Business with You Give a Phrase of Assurance, Speak with Confidence Provide Superior Service Consistently Always Hang Up Last www.ManageYourPerformance.com
  13. 13. WHAT ARE OBJECTIONS? Navigate your way through the call Customer Has His/her Own Reasons Lack of Knowledge Lack of Understanding Skepticism Other Priorities www.ManageYourPerformance.com
  14. 14. TYPES of OBJECTIONS Personality Conflict & Past Experience Procedures System & Process Limitations Product or Types of Procrastination Service Failure Objections & Timing www.ManageYourPerformance.com
  15. 15. DO it RIGHT When You use the name of the person When You make a great recommendation Cus ed When You ask the right questions to Foc mer use d imiz Min rors Er When You demonstrate professionalism E Com ffective sult s mun r Re icat Bette ion Get When You accurately process a request Spe cific , Me SMART n Relia asurab lutio eso When You speak like an expert ble l and e, Achie Tim 1st Call R Do t ely vable he R the ight vels R Th e le the ight Wa ing, e rvic Firs t Tim y, er S Cre ates e H igh a High Per fers form rans ing Desk T R esu elp lts D er H r iven Low Cult ure www.ManageYourPerformance.com
  16. 16. 8 STEPS to CALL SUCCESS 1. Build Relationships 2. Continuous Skill Development 3. Listen without Judging & Making Assumptions 4. Speak with Good Diction 5. Develop your Product & Systems Knowledge 6. Handle Objections with Persuasion and Influence 7. Be a TRUE Professional 8. Wrap Up & Complete the Call www.ManageYourPerformance.com

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