Call Center Associates Training

1. 1
Making The Right Choice

2. 2
Telephone Etiquette
Demonstrating Proper Call Quality
Call Handling Techniques

3. 3
Prior Knowledge
Recall a good or bad customer service
experience?
What made it good or bad?
How did it make you feel?

4. 4
Training Content

Voice quality
 (pace, volume, pitch, projection, enthusiasm).

Call techniques
 opening, closing, transfer procedures, and skills
for irate callers.

5. 5
Good Voice Quality
 Enthusiasm
 Pace
 Tone and Volume
 Clear diction and correct grammar

6. 6
Call Handle Techniques
 Greeting should include: Business and or
department name, and your name.
 Use courtesy phrases, “thank you”, “please”
 Ask permission to transfer caller
 Thank caller for holding
 Announce call being transferred if possible
 Closing: offer further assistance

7. 7
Techniques For Handling an Irate
Caller
 Use empathy words, “I apologize”, “I understand”
 Never interrupt, speak in loud volume, or re-enter
into conversation while customer is speaking.
 Maintain soft voice tone and pitch regardless of
customer’s tone and pitch.