Customer Service Excellence Telephone Etiquette Knowledge of Call Center Types of Call Center

1. It is not the employer who pays the wages. Employers only handle the money...
Take a moment, right now, and do something that most people rarely (if
ever) do: Think about the purpose of your job- Why does your job exist?
The fact is, your job – everyone's job – exists for one primary purpose to
either make or do things for other people.
Those “other people” are our customers. As such they are the real
source of your income, they are the real reason you are blessed with
employment.
Why are you here?

2. Everything we learn starts from ABC
Appearance
Behavior
Communication
ABC of Life

3. Introduction
What is Call Centre ?
• It is a centralized office environment wherein agents either answer inbound calls or make outbound calls .
What is CSR?
• CSR stands for Customer Service Representative. Other names for CSR are Call Centre Agents, Telephone Sales and
Service Representative and Contact Centre Associate
Business Process Outsourcing
• It is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business
Functions(or processes) to a third party service provider
Outsourcing
• Refers to the process of contracting to a third party
Contact Centre
• A part of enterprise’s overall customer which manages customer contact including letters, faxes, emails
Newsletter, mail catalogues, web site inquiries and other gathered information

4. Introduction
Inbound Agents
• Handle calls from people needing support, asking for information and filling complaints
Outbound Agents
• Call people on behalf of a business or a client for the purpose of telemarketing, surveys, debt collection,
Verification, and updating services
Technical Support Representatives
• Deals with computer software and/or hardware concerns and queries and provide assistance on
Technical aspects
Quality Assurance Personnel
• Monitored recorded calls and handling time(Average length of call) how agents handle the transaction,
evaluate the performance of agents such as average number of calls per week; analyse the call flow provide
input to the team leader

5. Introduction
Team Leaders
• Supervise 12-18 agents working under them, Team or shift leaders are given leadership training programs
To enable them to evaluate agents’ performance and productivity
Human Resources Personnel
• In charge of Recruitment , Compensation and benefits, payroll , employee communications and relations
Trainers
• Provide training on the English Language, local accent reduction/neutralization, understanding culture, others
topics related to call centre work

6. “The goal as a company is to have customer service that is not just the best but LEGENDARY.”
In 1985, Direct Line was founded by Peter Wood, becoming the first company to sell insurance
entirely over the telephone

7. 1.Customer satisfaction will remain a crucial metric. 73% of organizations believe that customer service should be on the
“quality” scorecard.
2.Organizations believe that artificial intelligence should complement human agents instead of replacing them.
3.Increasing digital engagement capabilities is a high priority for companies in the foreseeable future.
4.A limited number of organizations are focusing on installing a C-level customer experience team to enhance the customer
journey.
5.64% of organizations in the industry believe that customers should have access to a live agent.
6.Voice interactions are expected to drop from 64% to 47%. Chat and messaging interactions are expected to go up to 16%,
and 31% of organizations think that approximately 8% of customer interactions will be conducted via video chat.
7.Social media will emerge as a mainstream customer support channel across the industry, bringing about the Omni channel
customer handling revolution.
STATS of call centres from 2019 to 2020

8. Types of Call Centres
INBOUND CALL CENTRES
BLENDED CALL CENTRES
OUTBOUND CALL CENTRES

9. KPIs of Call Centre
Quality
Quantity
FCR
NPS
Service Level

10. Quality
In nutshell, call center quality is about how well your agents are delivering the customer service and ensuring the
consistency over the period of time. Main aspect of this process is maintaining the call quality standards throughout
a customer's journey for each customer

11. 1. Communication Skills
1. a. Soft Skills
Politeness and friendliness of the agent during the call is:
Was the voice tone of the agent energetic?
Did the agent show empathy to the customer?
Information clarity of the agent was
Was the agent confident during the call?
Agent was professional during the interaction
Agent was attentive during the call and also resolved issue promptly.
Conversation was smooth and interactive during the call (rate of
speech)
1. b. Service Knowledge
Did the agent provide correct information ?
Did the agent use probing question ?
Did the agent use all the required tools ?
1. c. FCR Did the agent provide full information ?
1. d. Wrap Up Did the agent use correct wrap up codes ?
2. Bonus & Penalties
2. a. Bonus Upsell, Customer Experience, Perfect in soft skills
2. b. Penalty
Threatening the customer, Hold more than 1 minute/abandon from
hold, Racial Discrimination, Hang up as soon as the call lands, Hang
up in between the calls
Quality Evaluation (SAMPLE FORM)

12. Super Pickles
No Phone Trees!
No one likes going through a phone tree. It's
important t o put yo u rs e l f in y o u r C u s t o m e r ' s
shoes and give them a real human t o talk t o right
away.
Don't Measure Call Length
It may seem counterintuitive, but we've found
that the longer an advisor is talking
to a Customer, the better return on
investment. Invest in your Customer and
they'll invest in you.

13. Always hang up last
Train your advisors to always hang up last.
This allows a Customer to always add something at
the end of a call and prevents
them from ever feeling cut off.
Super Pickles
Sweat the small stuff
It's essential to call Customers back if they get cut
off, or to notice small details like equipment
compatibility, or send back items that were
accidentally returned to you. These little touches
go a long way toward building loyalty with your
Customers

14. B e responsive!
Customers love when companies give real responses
via email, because it has become
so rare. Our average email response time is
14 minutes, and it is a real response, never a script.
Super Pickles
No m o r e upsells
If you are trying to fulfill the needs of
your Customers, there's no reason to pressure
them with upsells when you are
solving their problem. In fact, we often talk
our Customers out of a new product if they don't
need it.

15. Super Pickles
U n d e r - p r o m i s e a n d o v e r - d e l i v e r
Always over-deliver and provide more value
than your Customers expect. This way they are
always pleasantly surprised with your work.
Customers that we will return their message within
two hours, but they will always get a call back within
sixty minutes
E v e r y employee is a decision m a k e r
Train your employees to know your products, create a
great company culture, have a positive attitude, and
make good decisions. Doing this ensures every
Customer will be happy and satisfied

16. Super Pickles
Seek out Customer feedback.
There is no better way to improve your company than
by getting back honest feedback from your Customers.
But sometimes you have to seek it out to acquire it.
Respect the C us t om er
Customers can be wrong at times, but they always
deserve your respect. Disrespecting a Customer in or
out of the office is an instantly fire-able offense.

17. Quantity
It refers to the number of calls received or service provided to the customer irrespective of total numbers of call landed
A 10% abandon rate is considered high, and conventional wisdom dictates that in abandon rate of 5 to 8% is
an industry standard. However, recent studies have shown that in the case of mobile,
call abandonment rate can be as high as 20%.
Quantity can be defined by AHT and Answer Percentage
AHT – Average Handling Time is defined by the total time taken by the agents to complete per call. It includes wrap up
time, active time and After call work time.
Answer Percentage – It is defined as the total number of calls received out of total calls landed within service hours.
Example : Total Calls – 400 , Answered Calls - 390, Abandoned Calls – 10 now,
Answered Percentage = Answered Calls / Total Calls * 100 = 97.5%

18. FCR
FCR – First Call Resolution is defined
as the
query resolved in the very first call
from
the call centre

19. FCR

20. FCR

21. FCR

22. FCR

23. FCR

24. FCR

25. Service Level
Service level is defined as the percentage
of calls answered within a predefined amount of time—
target time threshold. It can be measured over any period
of time (i.e. 30 minutes, 1 hour, 1 day or 1 week) and for
each agent, team, department or the company as a
whole.
The Service Level Formula
This then gives you a percentage service level.
It’s really as easy as this.
For example, if a company has an objective to answer 80% of all calls within 20 seconds, the Service Level Threshold is 20 seconds.

26. NPS
Net Promoter Score measures customer experience and predicts business growth. This proven metric
transformed the business world and now provides the core measurement for customer
experience management programs the world round.

27. NPS
The NPS Calculation
Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend
[brand] to a friend or colleague?
Respondents are grouped as follows:
•Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
•Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
•Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative
word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can
range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

28. TELEPHONE ETIQUETTE(शिष्टाचार)
What is Telephone Etiquette?
Before that…
What is Etiquette?
https://www.youtube.com/wat
ch?v=3rFR-LiFq_U

29. TELEPHONE ETIQUETTE
Definition of Etiquette
•Etiquette – rules governing socially acceptable behavior.
•The practices and forms prescribed by social convention
or by authority.
•The word “Etiquette” is derived from French which
actually means “Ticket”, your ticket to getting anything &
any place you want.
•It is defined as a good behavior which distinguishes
human beings from Animals.

30. Good Manners
TELEPHONE ETIQUETTE

31. TELEPHONE ETIQUETTE

32. TELEPHONE ETIQUETTE
What is Telephone Etiquette?
1. Meaning: being respectful to the person you are talking with,
showing consideration for other person’s limitations, allowing that
person to speak, communicating clearly and much more.
2. Your voice must create a pleasant visual impression over the phone.
3. Good phone etiquette is important because we cannot see the
facial expressions and body language of the other person and they
cannot see us.
4. We must compensate by choosing our words carefully and using
much more tone inflection to convey our message than if we were
face to face.

33. TELEPHONE ETIQUETTE
Unfortunately, many people consider respect for the rules
of etiquette as something shameful, considering
it a feature of classy aesthetes who are removed from real
life.
In fact, the basic rules of etiquette are pretty simple. It’s
a culture of speech, common courtesy, neat appearance,
and control over your emotions.
“Etiquette is all about how to conduct yourself
beautifully.”

34. TELEPHONE ETIQUETTE
TELEPHONE ETIQUETTE
Greeting/Opening
(Voice/Volume/Smile)
Establish Customer’s Needs
Listen (Active Listening)
Probing Questions (Open/Close ended)
Empathizing
Rapport Building
Responding in an appropriate manner

35. TELEPHONE ETIQUETTE
Hold Procedure
Ask permission from the customer
Give the duration of hold
Give reason for hold
Thank the customer for being on hold
Information delivery
Clear and precise
Simple and understandable language
Explain technical terms
Alternative explanation (in case of confusion)

36. TELEPHONE ETIQUETTE

37. Principles underpinning all Etiquette
• Golden: Treat others as you would like to be treated
• Platinum: Treat others as they would like to be treated
• Socially Accepted Behavior ( Etiquette)

38. Telecommunicating
Golden Rules
38
Not on 1st ring, not after 3rd ring. (Auto In in our case)
When you answer on 1st ring, the guest won't be ready to listen you.
When you answer after 4th rings, it's too long. (more than 10 seconds)
• Rule #1: Answer the phone Auto In

39. Telecommunicating
• Rule #2: Your body posture should be straightly
standing or if sitting, sit on your hip and chest up.
39
Leaning the counter or something, makes you feel bore. It will
definitely effect your voice.
Use gestures if it helps you.
No-one can see you.

40. Telecommunicating
• Rule #3: Always identify yourself / Your
Company
40
The caller must know whether his call reaches to correct
destination or not.

41. Telecommunicating
• Rule #4: Explain and get permission from the
caller when you have to put on hold.
41
Explain him the reason and check whether he wishes to be on
hold.
And keep informing him on every 10 seconds so that he doesn't
think that his call has been forgotten.

42. Telecommunicating
• Rule #5: Get permission before you have to call
back and make sure that call is answered.
42
Operator – If you don’t have an answer, make sure the call back
is done.

43. Telecommunicating
• Rule #6: Let the caller feel your sweet smiling
voice.
43
Telephoning is the communication without seeing the faces, so your
sweet and courteous voice could create your good image.
You really can ‘hear’ a smile over the phone. A smile actually relaxes
the throat muscles and your voice sounds warmer.

44. Telecommunicating
• Rule #7: Always use the caller's name or Sir /
Ma’am
44
It's nicer for the caller if you remember his name and use it.
(Recognizing)

45. Telecommunicating
• Rule #8: Always hang up only after the caller
did.
45
The caller might have any more to say. Listen until to the end.
A few second will not make you delay, but it will destroy all your
effort with the call if you do not want to wait for it.

46. Telecommunicating
• Rule #9: Final rule. Always use the magic words.
46
Magic words such as Thank you for calling, Please, May I, etc.
are really worthy for you if you use it.
Never ever use slang, yap, yeah, nop, OK, Sure!
Do Not Use Industry Words
With Customers

47. Telecommunicating
There are some words that
do not sound good
47
►CAN’T / CANNOT - negative word, don’t tell the guest what you can’t
do, tell them what you CAN do
►CHEAP - indicates poor quality. Try to use “good value”
►NO PROBLEM – “Did I say there was a problem”??? Not professional,
try “You’re Welcome” , “My Pleasure” or “Your Welcome”
►JUST - JUST for one night, JUST for one person
►Yep / Yeh / Yup / Arhha / Uhmm / – Unprofessional. You are in fact
replacing the word “YES” with slang.

48. ACCEPTABL
E PHRASES
UNACCEPT
ABLE
PHRASES
1. ”Thank you, I’ll check,” or “I’ll see”
2. “Yes mam/sir”.
3. “One moment please, I’ll find out”
4. “Yes, you may”.
1. ”You will have to wait”
2. “Yeah”.
3. “I do not know”
4. “No, we cant”.

49. customers are your
greatest source of
learning.”
Bill Gates, Founder of Microsoft
“Your most unhappy

50. If you respect the
customer as a human
being, and truly honor
their right to be treated
fairly and
honestly, everything
else is much easier
Doug Smith
“

51. HAPPY
CALLING