2. Purpose
The training should help our
agents sound more professional
and confident when handling
calls/emails, specifically
difficult ones.
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3. Training Points
Proper Call Hold Procedure
8 Call Pillars
Active Listening
Over Talking
Empathy
Apologizing
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4. More Training Points
Better Words and Phrases
Tone and Speed
Full Name
The Mute Button
Navigating instructions
Paraphrasing
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5. More Training Points
Call Transfer Procedure
Handling Abusive Callers
Stress Management Techniques
Reliable Career Advancement
Call Listening
Mock Calls
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6. Proper Call Hold Procedure
1) Ask approval from the callers before placing them on hold.
2) Give the callers an expectation on how long they will be
placed on hold.
Example: Mr. Caller, may I put you on hold for 2 minutes
so I can address your concern properly?
3) While the caller is on hold and you feel that the two minute
promise will not be enough to do the research, go back to the
caller, apologize and ask for more time.
Example: I apologize Mr. Caller but I will need more time
to do research on your concern. Would it be alright
if I continue to put you on hold?
4) When you get back to the callers, thank them for holding and
continue with the resolution of the concern.
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7. 8 Call Pillars
1. Greet the caller. (Good morning/afternoon!)
2. Show appreciation (Thank you for calling state
your hotline)
3. Identify yourself (My name is state your name)
4. Extend willingness to help (How may i assist you
today?)
5. Ask how to address the caller and if applicable
the NRIC as well.
6. Do the extra mile (Is there anything else I can
help you with?)
7. Show your appreciation again before ending the
call (Thank you for calling state your hotline)
8. Close the call on a positive note (Have a good
day. Goodbye)
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8. Active Listening
Focusing and understanding what the callers are
saying will avoid instances that they will have to
repeat themselves.
This will also avoid upset callers.
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9. Over Talking
Please remember that there could be delays on the
phone conversation sometimes. Wait for the
callers to finish what they are saying (wait for a
couple of seconds) then you can start explaining.
If you have resolved the concern and the callers
continue to talk about the same resolved concern,
wait for the caller to take a breath. Then say
“If there will be no more concerns, I will now
work on your request”. (Pause) If the caller
acknowledges, continue with “Thank you for
calling state your hotline, I hope you will have a
nice day”.
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10. Empathy
Here are samples on how you can structure your
empathy statements. Please note that the below
are not campaign specific. You may want to ask
your Team Lead for campaign specific empathy
statements.
“I can understand how you feel”
“I know this can be upsetting”
“We appreciate your patience”
“I can assist you with that”
“We will take note of that”
If you feel the urge to argue with the customer…
don’t and use the above.
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11. Apologizing
We can say “We apologize for the inconvenience this
has brought you” then follow with “I will be more
than happy to help you with the concern”.
Never say “I am sorry” only as that implies that we
are at fault versus acknowledging only the
inconvenience.
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12. Better Words and Phrases
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Use Do Not use
Unable Cannot
Please confirm I want you to comfirm
I can understand your frustration I can understand your confusion
The correct way is… That is wrong…
It is better to… Don't…
We can… Maybe we can… or I think we can…
13. Tone and Speed
Be sure that the tone of your voice is always
accommodating, clear and loud enough.
If the situation requires, talk slower specifically
when conversing with callers with difficulty in
hearing or understanding.
The Mute Button
When you need to confer with a colleague while on a
call, press mute (short moments) or place the call
on hold (20 seconds or more).
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14. Full Name
If a caller asks for your Full Name, use your best
judgement. If you feel that the caller will just
use your information to criticize us in Social
Media, it is suggested that you provide your
Complete First Name only. Politely explain to the
caller that we are not allowed to give our Last
Names. Otherwise, go ahead and provide your full
name.
The important thing here is not to hesitate in your
reply to the caller. Hesitating would make you
appear indecisive and unsure with the other
information you provide the caller.
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15. Giving Callers Navigating Instructions
Tell the customers exactly where the part of the
screen you want them to go/click.
Examples:
Upper right hand corner
Lower left hand corner
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16. Paraphrasing
To repeat something written or spoken using different words,
often to make the original meaning clearer.
Parroting – repeating words. This should not be done as it
may cause irritability from the caller.
Below are samples on how you can structure your paraphrasing
statements. Please note that the below are not campaign
specific. You may want to ask your Team Lead for campaign
specific paraphrasing statements.
1. Caller: I cannot log into your website.
Agent (parroting): Cannot log into the website is it?
Agent (paraphrasing): What do you see on your screen
when you try to log in?
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17. Paraphrasing
Sample Structure:
2. Caller: Tell me where I can use my voucher.
Agent (parroting): So you want to use your voucher to
buy something?
Agent (paraphrasing): Please let me know what items you
are interested in and I will tell you the stores that will
accept your voucher.
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18. Call Transfer Procedure
Scenario 1: Multiple Concerns
Address the concern pertaining to your hotline then
transfer to another hotline for the other concern.
Scenario 2: MOP’s concerns are all for another Hotline
Transfer the call properly.
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19. Handling Abusive Callers
In the course of providing his concern, the MOP can be very
upset or can become upset. Never at any circumstance that
the agent should abruptly end the call without following the
proper procedure.
Scenario 1: Scenario 1: MOP Shouting
Determine first if the reason for the MOP shouting is a
bad or a noisy line. If so, let the MOP know that you
can hear him clearly and proceed to address the call.
Follow the proper script.
Scenario 2: MOP insulting the Agent
Follow the proper script.
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20. Stress Management Techniques
4×4 breathing
Be Grateful
Exercise at Your Desk
Learn to leave work at the call centre door
Be nice to the nastiest customers
Water off a duck’s back
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21. Reliable Career Advancement
People who do well in this type of environment can really
thrive—and so can their careers.
One of the keys to being a good call center agent is staying
focused and motivated.
The agents who are able to stay focused and motivated
typically get promoted: first, to the position of “lead agent,”
then to supervisor (and, potentially, beyond).
Experts indicated that call centers prefer to promote from
within.
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