Telephone handling -anil


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  • Every call has two parts – the ‘core’ and the ‘more’. Task skills - The core is the reason of the call i.e the purpose of the call e.g. a query or a complaint. Task skills are those activities through which an agent would resolve that query or complaint.
  • Accepts responsibility for providing timely service / solution in the most courteous manner; Understands that the success of an organization depends on good customer service; Learns and practices customer service skills in a positive manner
  • The first 10 sec is a MOT for a customer calling you. The first impression that a customer makes of the organization is on how warmly and professionally was he greeted. Its important to take the customer’s name repeatedly. This will make him feel that he’s been treated as an individual and not as a faceless customer. Tune in – remember, a customer is calling you for a purpose. Be attentive right from the start. Set the tone – You are there to help the customer. Show your willingness to help.
  • Just as you nod to indicate that you are listening when face to face, it is important to indicate verbally that you are registering what the customer is saying.e.g. uh-huh, okay, I see, alright etc. Never, Never interrupt the customer
  • The other component of good service is ‘probing’.
  • Telephone handling -anil

    1. 1. Telephone Handling
    2. 2. Content Telephone Etiquette• Elements of a good voice greeting Call Flow Procedure• Call Opening• Probe• Match• Confirm• Close• Follow up
    3. 3. Telephone Etiquette Elements of good voice greeting Be Courteous Courteous Not Courteous Setting the toneMay I ask you to ? You’ll have to. Exhibiting a desire to serveI’m sorry, I’m unable to… I can’t..May I ask you to explainthe...? Accepting responsibility What is your…?Could you please explainthe…?I’m sorry if I’m not being You don’t understand..clear.
    4. 4. Be Clear Keep it Simple and Short (KISS) The clarity of your voice/language will help the process Avoid using phrases like “I think..”, “it should..”, “I hope..”
    5. 5. Be Concise and Consistent Be concise and avoid long, complex conversations. Speak to the point. Talk about the subject relevant to the call. Be Consistent and avoid Confusion.
    6. 6. Use Transition Statements Use transition statements to avoid “dead air” when talking to consultant. Instead of saying “One moment please.” you could say, “Mrs. Jones, it will take me a minute or two to find the information..
    7. 7. Be Sensible Don’t make a consultant feel ignorant or troublesome. Use language that everyone understands. Don’t answer a question with a question. Speak clearly and conversationally, do not sound scriptive. Always use positive language.
    8. 8. Transfer Procedure Ask the consultant whom he/she wishes to speak with. Give the consultant, name or extension of the recruiter he/she is looking for. Ask permission, (may I transfer the call?) Transfer the call.
    9. 9. Hold Procedure Explain Why.. Ask permission.. (whether to place on hold) Put Consultant on Hold Thank the Consultant for being on Hold
    10. 10. Call Flow Procedure
    11. 11. Call Opening The first 20 seconds The verbal handshake welcome greeting Hello Mrs. Smith! personalize the call How are you today?H ow w as Building rapport your d?weeken set the tone I have called to discuss a nice opportunity for u!!
    12. 12. Qualities of a good voiceTone warm, enthusiastic, positive, friendly, confident, sincereClarity speak slow and clearVolume speak up, emphasize points with appropriate inflection
    13. 13. Probe To understand the Consultant ask the right questions. This will help you determine his fitment. Open Ended Q’s Closed Ended Q’sSolicits more than a “yes” or Solicits a “yes” or “no” or other“no” one-word responses. Aims to limit talking or toAims to get some one talking. control direction of conversation.Helps in breaking ice.. Useful for specific information.. Helps you to check yourAllows to discuss more with the understanding of theconsultant.. consultant..
    14. 14. Tips for Active ListeningGive verbal indications to show you are listeningNever interrupt the consultantBe patientAsk questionsCarry a positive temperament
    15. 15. Match+ = For the call to be successful we should be able to match the Consultant’s need and our requirements, which can only happen if we Probe effectively.
    16. 16. Understand consultant’s need Confidence: We should familiarize ourselves with the technology (s) required for the job before we discuss the offer. Assertiveness: Control the call. You as a Recruiter, must be able to lead the call to the direction you want it to go. Sincerity: If the Consultant does not feel you are being sincere with what you are offering, he/she will surely not want to pursue the offer.
    17. 17. ConfirmWhen a Consultant shows interest or asks question (s) about theopportunity, understand that the response is POSITIVE!Any time a question is asked, it means that the consultant is showinginterest in what you are offering, he/she just needs more information.
    18. 18. Most important part of a call!!!1) INS Status – Whether the consultant is a US Citizen or a Green Card Holder? (Work authorization)2) Availability – When can the consultant start working on new assignments.3) Expected compensation and the nature of contract preferred by the consultant.4) Telephone number and a convenient time for a phone interview with the Recruiting Manager.5) The consultants current location and the time it would take for him/her to commute. Alternatively, the willingness to relocate.6) If the consultant is currently working, the nature of the contract and the reason for opting out?7) Comfort levels of the consultant (on a scale of 1[least] to 10[high]) with each of the specifications mentioned in the requirements.8) Is the consultant in touch with your respective client for the last 3 months.
    19. 19. Close Acknowledging Appreciating Affirming Assuring
    20. 20. Follow Up Always maintain a track of your consultants. Leave the consultant on a positive note. Maintain your own database. Follow up with the consultants for your future requirements. This makes your job easy in the long run.
    21. 21. What makes a successful IT- Recruiter Always show a willingness and interest in servicing Clients and Consultants. Make a good first impression on the phone. Should be a subject matter expert. Must be able to find the perfect profiles as per the requirements. Possess ability to gather accurate information from the consultants. Know how to ask the proper questions in an order. Should have a clear conversation. Always maintain good relation with the client, by serving them better.