Basic Soft Skills

1. Soft Skills Training for Call Center

3. What is Call center
• Call center is a centralized office of the company.
• Answers incoming phone calls.
• Handles outbound calling campaigns on behalf of the Client Company.
• Respond the queries of letters, Faxes, Emails & Chats.

4. Types of Call center
Inbound Call center
*An inbound call center is a customer service function whose primary
responsibility is to handle incoming customer phone calls
Outbound Call center
* An outbound call center is one in which call center agents make
outbound calls to customers on behalf of a business

7. Soft Skill is a personal attribute that supports situational awareness and enhances
an individual's ability to get a job done. The term soft skills is often used as a
synonym for people skills or emotional intelligence. Unlike hard skills, which
describe a person's technical ability to perform a specifically-defined task, soft skills
are broadly applicable across job titles and industries.
Soft Skills এমন একটি ব্যক্তিগত বব্শিষ্ট্য যা একজন ব্যাক্তির
পশরশিশতগত সচেতনতা প্রকাি কচর এব্ং তার কাজ সটিকভাচব্ সম্পন্ন
করার ক্ষমতা ব্াডায়। Soft Skills িব্দটি মানুচের দক্ষতা ব্া মানশসক
ব্ুক্তির প্রশতিব্দ শিচসচব্ও ব্যব্হৃত িয়।
What we understand by the word “Soft Skills”

8. • The way you speak to a customer, in terms of the language you
use
• Your tone of voice and clarity
• To as the Soft Skills
Phone Manners

9. Presenting a Professional Image
 Both in person and on the telephone, is very important in the Office skills profession.
 Taking care of your customers over the telephone and making them feel well
informed and appreciated is essential.
 The ability to listen is a problem in general but it is very important to listen to what
the caller has to say.
 It is always a good habit to repeat the information back to the client when you are
taking a message.

10. Speaking Style & Usage of Tone
 A picture paints a thousand words but the caller
on the other end of the phone can only hear you.
 Caller cannot see your face or body language.
 Taking the time to speak clearly, slowly and in a
cheerful, professional voice is very important.
 Speak in a normal way but in a effective manner.
 Never use swear words.
 Words delivered should be clear & understood to
the caller.
 Use your normal tone of voice when answering a
call.
 In case if you have a tendency to speak loud or
shout, avoid doing so on the telephone.

11. Good Practice in Call Handling
 Good rapport with the customer
 Type whilst talking & listening
 Listen with out interruptions
 Using the customer's name
 Print documentation off while talking
 Under promise
 Repeat phonetically
 Summaries what has been done
 Empathy with customer
 Close

12. Customer Service - GUEST
Just serve customer as GUEST,
please!
G: Greet the Customer
U: Understand Customer’s Needs
E: Explain Features and Benefits
S: Suggest additional Items
T: Thanks the Customer

13. What makes a great Customer Service?
• Just the FACTS, please!
• An operator’s professionalism can be defined by five key factors, using the acronym FACTS.
Be Friendly and Courteous, and always maintain a professional
manner/behavior.
Actively Listen to everything the caller is saying and how they are
saying it.
Stay Calm, especially when the caller becomes frustrated or
angry. If you maintain a calm approach, eventually, the caller’s
frustration level will subside, and he or she will match your tone.
Tone of Voice is hugely important! It reflects your willingness to
assist each caller. And remember: the way you conduct yourself
has a direct impact on our customers, you and your coworkers.
Smooth Transitions are short phrases that will help you when
you’re feeling stuck. A transitional phrase is always better than a
long stretch of dead air.
FACTS
A:
use Active
Listening
skills
C:
stay Calm
(even when
the caller is
not)
T:
use a
pleasant
Tone of Voice
S:
use a Smooth
Transition to
avoid dead air
F:
be Friendly
and
courteous

15. Different Types of Customers

16. 1.The Superior, KNOW-IT-ALL Customer
This person knows your business better than you do and
will not hesitate to tell you and anyone else who will
listen. Most often, they will tell you what you’re doing
wrong, even when you do things right.
Different Types of Customers

17. 3. The Dependent Customer
This customer is like a newborn infant that is totally
dependent on a parent. This type of Customer wants you
to do everything and will not lift a finger to help him or
herself.
Different Types of Customers

18. 5. The Depressed Customer
Nothing satisfies this customer, yet, you have to pity anyone
who is always sad. If you decide to listen to this customer’s
problem, do not become their therapist.
Different Types of Customers

19. 6. The Uncommunicative Customer
It’s hard to know how to satisfy someone when he or she doesn’t
tell you what you need to Know. In this case, silence is deafening,
and it could be deadly to your efforts at customer retention.
Different Types of Customers

20. 7. The Talkative Customer
These customers probably just want someone to listen to them,
but their constant talking can become annoying. You must develop
a way to quiet them down without being rude, making them feel
depressed or shattering their self-esteem.
Different Types of Customers

21. 8. The Let-Other-Speak-For-Me Customer
This person will get his complaints across by quoting others.
He/she won’t say a word to you with his/her own reference.
This person is also a follower so be careful that he/she should
not be negatively influenced by anyone.
Different Types of Customers

22. 9. The Chronic Complainer
While these customers probably are a combination of several
other types, they deserve separate mention. They buy, they
complain and they attempt to return what they bought … or
they want a refund. Or they just want to chew your head off.
Different Types of Customers

23. 10. Irate Customers
Irate Customers are ANGRY or UPSET CUSTOMERS
KEY to Handle IRATE CUSTOMERS:
 To know what they want
 To know what they expect from us
 To know how to do it
Surprisingly It is EASY and SIMPLE to manage IRATE Customers.
Different Types of Customers

25. Don’t Say & Do Say
আমি জামি িা
আমি পারব া িা
লাইবি থাক
ু ি
আপিাবক যা করবে হব
আপমি মক আিার কথা ুবেি িা
যযটা মিয়ি যেটাই যিবি মিবে
হব
আিাবক লবে মিি
োড়াোমড় যিয়া েম্ভ িা
ধিয াি, আমি যেক কবর যিখমি
েম্ভ হবল আিার খু ই ভাবলা লাগবো
অিুগ্রহ কবর োবথ থাক
ু ি, ম ষয়টট যেক
করমি
যা করা যযবে পাবর
আমি মক আপিাবক ুোবে যপবরমি
েতিাি েুু্বযাগ টট যিই, থাকবল অ শ্যই কবর
মিোি
Kindly আিাবক ……… েথযটট মিবয় েহায়ো
করব ি।
িুুঃমখে, প্রবয়াজবির যেবয় একটু য মশ্ েিয়
মিচ্ছি

26. Category Don’t Do’s
Waiting Time
• সযার, আপনার মত অচনচক লাইচন শিচলা।
• ক্তজ ব্চলন শকভাচব্ সিচযাগীতা করচত পাশর?
• দুুঃশিত সযার, আপনাচক অচনকক্ষন অচপক্ষা
করচত িচয়চি। আমাচক আপনার শব্েয়টি/সমসযাটি
ব্লুন , এখমি/খু দ্রুে সমাধান কচর শদক্তি ।
Magical Words
 আমি আপিার োবথ েম্পূর্ তভাব একিে।
 আমি ুেবে পারমি। ম ষয়টা খু ই িুুঃখজিক।
 েযার , অিুগ্রহ কবর েিেযা টা আিাবক ম স্তামরে লুি। আমি অ শ্যই েিেযা টা
েিাধাবির ম ষবয় আপিাবক েহবযামগো করব া- probing for a problem
 কষ্ট কবর ম ষয় টট েম্পবকত আিাবির (জািাবিার/ অ মহে করার) জিয ধিয াি। আিরা
অ শ্যই ম ষয়টট গুরুবের োবথ ম ব েিা করব া।
 অিুগ্রহ কবর আিাবক ম ষয়টট ুচ্ছেবয় লার েুবযাগ মিি – for extreme angry customer

27. To create excellent relationship with customer
Act
 I’m here to help.
 I’ll do my best to help you.
 I’d be happy to look into that for you.
 Let’s get this taken care of for you.
 I’d be happy to have someone reach out
to you.
Thank
 Thank you for your feedback.
 Thank you so much for your patience.
 Thank you for letting us know about this issue.
 We appreciate you bringing this to our attention.
Your concerns are important to us.
Resolve
 I’ll make sure this gets to the right person.
 We will work on getting this resolved for you.
 I’ll send this message along for you right away.
 I’ll mark this as urgent so that it gets
immediate attention.
Don’t Forget to Be Enthusiastic!
 Absolutely!
 Sure thing!
 That’s great!
 No problem!
 My pleasure!
 Yes, of course!

28. Focus Towards Enhance Satisfaction
Active listening Feel the pain Explain
Apology Tonality Humble
Proactive Solution

29. Active Listening
Requires…
• Definite Intent to Listen
• Focus on the Speaker
• Verbal and Non-Verbal Encouragers
• Feedback Loop to Insure Accuracy

30. (1) Stay Focused
Prevent yourself from being distracted by colleagues or external noises and concentrate on what your caller is
saying.
Listening Tips
(2) Detect Emotion
Listen to the emotion in your caller’s voices.
(3) Ask Questions
Ask questions to gain more information on points you need to clarify.
(4) Don’t Interrupt
You listen more effectively when you’re not talking, so refrain from interrupting your caller. Let them finish
what they are saying. Interruptions may break their train of thought.
(5) Don’t Pre-empt
Avoid pre-empting what your caller is going to say, chances are you will be wrong and miss some of the
contents of their conversation.
(6) Recap Key Facts
Summarize and reflect back to check you have heard the key facts and content of the caller’s conversation
correctly. If you are having difficulty listening, make the necessary adjustments. You might say “ I’m sorry, I
missed the last point. Please repeat that for me..”

31. System interruption
• Need to hear the reason of call properly then say
sorry based on call situation
• আমাচদর সমসযার জনয আপনাচক সামশয়ক
অসুশব্ধার সম্মুিীন িচত িচি ব্চল আমরা
আন্তশরক ভাচব্ দুুঃশিত
Repeated call
• Show proper Empathy and Talk as much softly
depends on customers anger level
• সযার,আমার িুব্ই িারাপ লাগচি এিা জজচন জয,
আপনাচক একাশধক ব্ার জ ান করচত িচয়ি।আশম
আপনার সমসযাটি High Priority শদচয় জদিশি যাচত
ভশব্েযচত এই সমসযাটি আর না িয়।

32. Apology
• Accept Our fault & then say sorry.
• Show proper empathy from your tonality.
• দুুঃশক্ষত সযার আপনাচক কচয়কব্ার জ ান করচত
িচয়ি। আশম আপনার সমসযাটি High Priority
শদচয় জদিশি যাচত ভশব্েযচত এই সমসযাটি আর না
িয়।-------Customer called Several Times
Suggestion
• Give suggestion to customer as a advisor after
giving proper solution (when needed).

34. Soft Skill: QA parameter
• Was there any reflection of rudeness in agent's approach /
conversation?
Reflection of Rudeness
• Was the agent helpful to meet with customer's requirement?
Co operative Approach
• Was hurriedness / avoiding tendency reflected in conversation?
Hurriedness
• Did the agent utilize proper hold / transfer procedure?
Hold Procedures

35. Telephone Techniques Cont.
Avoiding Excuses.
Example:
“I am not that department”
“I am new here”
“I was not present that day”
“Sorry can not help, system is not working”.
Avoiding Mouth Noises.
Avoid mouth noises. When you are on the phone, do not:
Eat
Drink
Smoke or chew gum

36. Dos Don'ts
- active listening
- active voice
- Positive spirit
- Helpful attitude
-Politeness
-Customer Satisfaction oriented
service
- Hurriedness
- Non professional conversation
- No casual approach
- Pinching Tendency
-Reflection of Rudeness
-Forceful Disconnection

38. আসসালামুয়ালাইক
ু ম, XYZ জেচক ABC ব্লশি, শকভাচব্ আপনাচক সিচযাশগতা করচত পাশর?
Opening Greetings
Closing Greetings XYZ এর সাচে োকার জনয ধনযব্াদ, ভাচলা োক
ু ন।
অশম আন্তশরক ভাচব্ দুুঃশিত, আপনার জকাচনা Response না পাওয়ায় কলটি কশিশনউ করচত পারশি না।
আপশন আমাচক শুনচত জপচল কলটি শিসকাচনক্ট িওয়ার পর পুনরায় কল করুন। জপপারফ্লাই এর সাচে
োকার জনয ধনযব্াদ, ভাচলা োক
ু ন।
Silent Call/Blank Call
অনুগ্রি কচর সময় শদচয় সাচে োক
ু ন, আপনার শব্েয়টি জেক করশি। Hold থাকা কামলি েিবয় 15 Sec পর পর কাস্টিাবরর োবথ
কাবিক্ট হবে হব ।
Hold Script
সময় শদচয় সাচে োকার জনয ধনযব্াদ।
Un-hold Script
Prank Caller Script
Script 01: দয়াকচর প্রচ িনাল লযাঙ্গুচয়চজ কো ব্লুন অনযোয় কলটি কশিশনউ করা সম্ভব্ িচব্ না। (2 Time)
Script 02: দুুঃশিত, অপ্রাসাশঙ্গক কো ব্লার জনয সংচযাগটি শব্ক্তিন্ন করা িচি, ধনযব্াদ ভাচলা োক
ু ন।
Further Assistance
আিা করশি আশম আপনাচক আপনার কাক্তিত জসব্াটি/তেযটি শদচয় সিায়তা করচত জপচরশি? আশম শক
আপনাচক আর জকান তেয শদচয় সািাযয করচত পাশর?
Greetings & Scripts

40.  Mobile Phone is not allowed in Operation Floor.
 Mobile Phone shall not be kept in pocket as well.
 Mobile can be used outside of Operation Floor while in
the break.
 Any kind of Data Transferable device (Pen Drive/Data
Drive etc.) is not allowed on Operation Floor.
 Smart Watch is not allowed in Operation Floor
 The camera is not allowed in Operation Floor.
 Photo Shooting and Posting on Social Media with Logo
of Client is not allowed. It may lead to law suet.
 Pen and Paper is not allowed in Operation Floor.
Mobile & Device Usages Control Policy

41.  Change your default password at first login.
 Never use password like 123456/abc1234/Sequential Character.
 Don't Share Your Password withanyone. Even with your co-
workers.
 Use Upper Case (Capital Letter), Lower Case (Small Letter,
Special Character (*, #, $, &) to create your password.
 Do not discuss your password policy with anyone.
 Do not write your password on notes around your desk or any
other place.
 Be sure someone isn't watching when you type it.
 The IT Department will never ask you for your password.
Password Security Policy

42.  Do not share your system password with anyone.
 Do not access any number on the system without a call.
 Do not access any number on the system without service.
 Access only the part of the system that is needed to serve the
customer. Do not access any part of the system unnecessarily.
 Do not access any number of your friends and family members on
the system.
 Do not access Facebook, YouTube, Any type of Social Media site
or any kind of Messenger like WhatsApp/Imo/Viber/FB
Messenger/Instagram etc. from your office PC.
 Do not access any kind of Internet Sites using office PC or
Internet.
System & Internet Access Policy

43.  Call Disconnection
 Being rude or being irate to customer
 Misusing customer information
 Being abusive with customer
 Accessing customer information for other than the resolution of customer query
 Accessing any Official/Personal mobile number
 Using the system in any way for personal benefit
 Flirting with the customer
 Sending very sarcastic and uncalled texts to customer
 Sharing of Application/Domain IDs & Password
 Calling customers and passing sarcastic remarks/using Un-Parliamentary language (Being abusive with customers)
 Asking for CSAT on call/calling the customer for same/doing extra tagging for CSAT/triggering CSAT SMS in
own/friend’s/relatives number
 Activation/Deactivation of any number outside the respective circle (Refer SOP for circle/scenario specific update)
 Call Ignorance (customer’s call being left unattended for any reason whatsoever)
 Putting customer on hold and going on break
 Request raised for SIM Suspension/VAS activation or deactivation – Without Customer’s Request
 Fraudulent waiver
 Divulging confidential information to the customer
 False commitment to customers
 Usage of Personal Mobile phones and data devices/pen-paper (without authorization)
Zero Tolerance Policy (ZTP)

44. Dress code
Sunday to Wednesday
Thursday to Saturday Friday & Special day

45. Personal Hygiene
 Dress well. Never look shabby or stinky
 While coughing use tissue
 Keep check on body odor
 Trim hair & nails regularly
 After using toilet make sure its clean
 Don't poke nose infront of others

46. … and one last thing …
make them happy they called