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Call centre presentation.ppt


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Call centre presentation.ppt

  1. 1. 1
  2. 2. 2
  3. 3. Introduction of Kaflat (Foreign Languages) (Trainings) 3
  5. 5. Trainings IT Trainings HR Trainings Co-operate Trainings Business Communication SkillsCall Centre Trainings 5
  6. 6. Introduction of Call Centre Definition Call centre is a place from where we can make calls all over the world by using land line or internet. We use these soft wares for dialing Predictive Dialer Ivy Dialer(Interactive Voice Response) 6
  7. 7. Career In Call Centre Call Centre is a booming industry and thousands of people are performing their jobs 24/7 hours per day. In Call Centers we can do 8 hour shift easily by adjusting our duties time according to schedule.We can work in three campaigns.1. Australian campaign.2. Use and Canadian campaign.3. Uk campaign. 7
  8. 8. If you want to grow your business, cut down your expenses and raise yoursales, which is possible through call center services. Sales Chart of Voda Company (UK) 8
  9. 9. Tele sales and benefits A booming industry you can explore yours business all over world.Easiest and cheap way of You Can be a business marketing. tycoon. You Can get response of Call centre services are your product easy andvery much cost effective. fast way. 9
  10. 10. Type of Telemarketing Out bond (In out bond we call the customers.) In bond(In bond we receive the customers calls) 10
  11. 11. Categories of Telemarketer TSR(Tele sale representative ) CSR (Customer sale representative) 11
  12. 12. Course Format. On -site personalized call centre Kaflat training. On demand Class room on- line call call centre centre tainting. training. 12
  13. 13. Class room call Centre Training Call centre trainer love the combination of interactive class room work plus personalized focus on individual needs and challenges. Class size allows one-on-one interaction with the instructors Network with your colleagues and industry peers during our group discussions Our classroom setting helps you stay focused on learning Take a break and get out of the office Learning from real-world experiences Participants return home with "takeaways" that will make a real difference to them and their centers 13
  14. 14. On-line Call Centre Training. Taking the time out of your busy schedule to attend in-person call center education can be very difficult in todays demanding call center world. That is why we have made it easy for you to become a "Certified Call Center Manager" on-line whenever you have time to learn at your own place. Training when you need it Stop at any time and the system knows where you left off Self-paced 14
  15. 15. On-site Personalized Training. Our on-site call center training provides a cost- effective way to maximize your training, provide training in your call center, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence. Learns through action - in your center, using your data, using their center management tools and managing your resources Customize the learning experience by focusing on specific areas of interest Save on employee travel cost Minimize time away from work 15
  16. 16. Management Training Agenda. Gathering Information The Foundation to all Workforce Management practices Forecasting Setting the framework for Contact Center Success Best practices in contact centers and Planning Workforce Matching Supply to Management final Demand review Analysis Change Management Reviewing the outcomes Preparing leaders to lead to determine Workforce Management improvements to the next change forecast and plan 16
  17. 17. Quality Assurance Agenda. Introduction to Quality Assurance Creating a Quality Assurance Strategy Positive Culture, Behaviors and Definitions Quality Assessment Forms:  Structure  Scoring & Weighting  Measures & Calibration Service vs. Compliance Call Monitoring Process Evaluation Frequency Art of Coaching Feedback Time Management 17
  18. 18. Training Module Contents. Communication symbols. Common abbreviations. Awareness about states, capital and major cities. Duties and responsibility of people working in call centre. Techniques of Successful sales people in call centre. The magic of positive attitude in call centre. What are the commands of good listing in call centre. What are the customer services. 18
  19. 19. Training Module Contents. What is the Golden rules of difference Providing perfect perfect customer between customer services. services. and client. What is How to perform script, why it is Types of customer excellent/perfect necessary in call services. customer services. centre. What are the How to deliver What is script rebuttals/quarries the script. description. customers can ask. 19
  20. 20. Training Module Contents. How you can become a good TSR and CSR. Basic Skills and qualities of TSR and CSR. Development of Basic telephonic skills. Development of Marketing and communication skills. How to make pace of script. How to make action plan for the difficult customers. Why dealing with difficult customer is hard. 20
  21. 21. Training Module Contents. What are the value –added phrases. Email writing skills. Internet using skills. Asking relevant, polite and short questioning skills. Try to create convincing and friendly atmosphere for the customers. Types of calls. A to Z tale- sales tips. 21
  22. 22. Free Training Tools and Samples. The telephone test Selling The customer opportunities is (almost) for service reps always right Identify your The really big internal apology customers Deflate stress; Welcome pump yourself complaints up 22
  23. 23. How to train new trainees. Computers Soft Skills Training: Training: Human Product Resources Training: Training 23
  24. 24. Computer training. Agents must become well versed in the companys proprietary programs as well versed in the companys proprietary programs as well as any mainstream applications used by the call center. Properly written call center training material should allow trainees ample time to work through the various systems in realistic scenarios. A pre-test and post-test must be administrated to ensure proper training. Agents must be able to perform ALL tasks on a pre-determined activity check list to show complete competence. 24
  25. 25. Soft skills training. 25
  26. 26. Human Resources Training. 26
  27. 27. Product Training Each company has its own set of products and services that must be covered in their respective call center training materials. Product training should be at least 1/3 of the training as it will be a topic that will come up in nearly every interaction with a customer. Callers expect the answeringagents to be experts regarding the products andservices provided by their employers, anything less is simply unacceptable. 27
  28. 28. Process & Procedure Training An important and unfortunately often overlooked part of call center training materials is process and procedure training. This training differs from teaching tips "what". It teaches new agents "how", and knowing how stuff gets done at work is perhaps more important than anything else. The call center training materials for any organization should have extensive information about how to submit trouble tickets, who the contact person is for certain requests, how to request time off, who to look up information in their knowledge base (or hard copy folders), how to give refunds, etc. 28
  29. 29. Great tips on Call Centre Training.A attitude. Always have a positive attitude. Argue not , you win you lose . There is difference between benefits and features. Feature is a distinctive or notice able quality or something offered on aB benefits. special attraction. benefit is something that is helpful or advantage or increase one’s well being . always highlight benefits and features promptly. 29
  30. 30. Great Tips on Call Centre Training.C closing questions. Is there any thing else, I can do for you. It will be my pleasure to serve you. We are here to serve you as you want. The best thing to do is to call. The pleasures are mine. 30
  31. 31. Great tips on call centre training. D Details.  Ask complete detail from the caller .i.e. day time phone number.  Don‟t assume any thing try to judge the need of customer.  Don‟t put the customer on hold before asking the customer. 31
  32. 32. Great tips on call centre training.E echo question.Ask questions to get more information.sir, would like to give me yours first name , last name, email address.Entre customer information detail in form carefully. 32
  33. 33. Great tips on call Centre Training.F finish for the day.Get ready for next day.Start yours day with enthusiasm ,energetically , actively and positively.Forget all negativities, be optimistic instead of pessimistic 33
  34. 34. Great tips on Call Centre Training.G greetings.Always use the right greetings .i.e. “how are you doingTo day” is killer , customer can think that:Probably you do care in fact as he want.Hi, I am John calling from xyz co, may I talk to some one please here. 34
  35. 35. Great tips on Call Centre Training. H humor.When the caller is joking, go on ,treat him/her as he/she wants to be treated.By honing yours skills try to raise interest of customer in yours product.Always give maximum honor to the customer. 35
  36. 36. Great Tips on Call Centre Training. I irritate.Never and ever try to ask irritating questions from the customers. i.e. directly his date of birth, his personal number , banking details, credit card no . or sort code ,national insurance no. etc.Improvise the script according to the nature of call/customer. 36
  37. 37. Great tips on call centre training. J justify. Customer is always justify . i.e. if customer has any kind of complain try to give him satisfactory answer instead of lame excuses. If you are receiving, problems calls, regarding about yours product ,make ledger and note down All Complains, bring the problem in the notice of higher management and appreciate customer .i.e. thank for your complain, that you put in my attention on it. 37
  38. 38. Great tips on call centre training. K know your object.Always plan what you want to achieve from every single call.Always remember every call is sale call but it‟s all depends on your knowledge and skill.Keep yours all attention on your job ,whether it be wander. 38
  39. 39. Great tips on call centre training. L let’s.Use “let‟s” technique to gently push the buyer to buy your product .Use encouraging , affirmative expressions(uh , huh, I see, yes) listen to understand rater than to reply. 39
  40. 40. Great tips on call centre training.N naturally inquisitive.Do not be nosy.Do not show ill feelings while listing calls ,although customer is not watching you ,but yours voice is showing lack of interest in job or service.Never hang up before the customer. 40
  41. 41. Great tips on call centre training. M monogram the call.Ask for the caller name and use it properly.Voice must be monogram accordingly the nature of call.Must be aware how much words should be speak in one minute .Make pace for it.P planned. A and.C careful. E expression. 41
  42. 42. Great tips on call centre trainingO one word answer.Do not use one word answer.Customer will be frustrate due to your negativity or your low moral support.Always remember one frustrated customer effect at least one to eight persons .On this stage no one say TSR or CSR is wrong ,but it‟s create negativity against the company. 42
  43. 43. Great tips on call centre training P practice being positive.Always give positive answers.Remember , you can‟t choose what happens , but you can choose your positive attitude.Be cool ,calm , positive and try to understand why ill feelings are burning inside you. 43
  44. 44. Great tips on call centre training.Q qualifying.Always qualify the customer before going into to detail.Often TSR start calling without knowing who is on the other side ,is concern person is there or not .i.e. may I talk to owner and manager here . may be secretary over there he/she can not decide rather take yours services or not. 44
  45. 45. Great tips on call centre training. R rejection.Customer never rejecting us so don‟t take personally.If some customer is harsh or rude with TSR don‟t be panic or impatient because he has problem with company product not with you ,he don‟t know even yours original name. 45
  46. 46. Great tips on call centre training. S smile. Always smile ,it warms up the conversation. If you talk with customer in smiling tone you can change burning customer into loyal ,and can raise sales. Remember , that a complaint is a problem and need solving session , it‟s not battle of right or wrong, customer need only yours positive response/positive solution. 46
  47. 47. Great tips on call centre training.T tone of voice.Always speak with friendly tone.Empathy and sympathy in voice.Try to under stand the needs/wants or requirements of the customer .Try to create need of your product.Let the customer talk freely or air him out and listen him in soft tone, provide him permissive environment. 47
  48. 48. Great tips on call centre training.U understanding needs.Sales takes place when there is need . A good sales person knows how to create a need.Until and up till you are not sincere with your job you can‟t achieve your sales targets/goals.Try to understand how you can improve your week areas , being a sales person. 48
  49. 49. Great tips on call centre training. V vary your response.Use different phrases and bring variation to your response.That‟s a good question.I will be happy to do that for you.Is there any else I can do for you.The pleasure „s all mine.That‟s not a problem at all. 49
  50. 50. Great tips on call centre training.W weak/wimpy words.Don‟t use words like, I think , just etc.When you try to assume the customer you loss the customer, so, always judge.Never say to customer, I can‟t help you this time.Don‟t say call me later I am busy.Don‟t show off yours and others weakness in front of customer . it‟s build bad impact of company. 50
  51. 51. Great tips on call centre training X ax out credibility busters.Don‟t say , to be honest , to tell truth.Use professional words i.e. if you are interested may I can confirm your order please.Would you like to give me your name , address ,email, nature of business ,number of employees etc. 51
  52. 52. Great tips on all centre training.Y you sale “or” may they buy.Either customer would buy your idea or product you may have sale.Sometime sale person calls the customers and try to sale the product but customer demand time ,or say I am busy so ask the appropriate /favorable time, it‟s mean you have made 70% sale.Every “NO” of the customer takes you closer to “YES‟. 52
  53. 53. Great tips on call centre training.Z zoom the end.It is very important aspect how to close the call.Use valuable words.Have a good day.Nice talking with you.Thank for your precious time.Sir, if you are busy may I call you later , what‟s yours favorable time.Sir, if you are using our product how‟s your experience. 53
  54. 54. Any Queries ? 54
  55. 55. Learn and earn with Kaflat 55