callcentertraining-110830132516-phpapp01

7/30/2019 callcentertraining-110830132516-phpapp01

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This presentation contains:

Cross Cultural Dynamics (USA/Global). Cultural Awareness.

Social Graces, Etiquette and Body language.

Map and Time zones.

Voice and Accent Training.

Anything else which will be covered during

induction.

Customer Service.

Basics of BPO industry Call Handling.

Quality- nature, scope, importance, ways tomeasure.

Team building exercises.

Trouble Shooting skills.

Mock Calls.


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Cross CulturalDynamics

(USA/Global)


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All people are the same. It's only their habits and

cultures that are so different.

CULTURES: The term "culture' has beenadopted from the Latin word cultura and in the

broadest sense `the result of human action'.

According to Hall (1959) culture is the pattern of

taken-for-granted

Assumptions about how a given collection of

people shouldthink, act, and feel as they go about their daily

affairs.


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Other definitions include:

o Common value

o Common beliefs

o Common attitudes

o Common Behaviouro Common norms

o Symbols

o Customs - Rituals

o Ceremonies

o

Inter-Organisational Dynamicso Assumptions

o Perceptions

Patterns of culture is simultaneously a product of human

action as well as a determinant of future human action,

.a composite of meanings and associated traditions

which define , inform, and constitute the range of our

understandings and investments'.


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Segall (1986) suggests that culture is made up of research

variables. Further, Poortinga, Van de Vijer, Joe and van de Koppel

(1987) argued that culture is merely a label, and that empirical

testing is an idea or judgement about an entire class of objects,people, events and assumptions by uncovering the similarities as

well as differences in behaviours across culture can create

problems.

SEGALL

(1986)


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There is a diffuse range of elements ' involved in cultural

programming:

o Language - both verbal and non verbal

o Economics

o Religion

o Politics

o

Social institutionso Social strata or classes and family

structure

o Values

o Attitudeo Manners

o Customs

o Material items

o Aesthetics


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Several key dimensions of culture that are frequently

used by the management scholars.

Hofstede Uncertainty avoidance

Power distance

Individualism/collectivism

Masculinity/Femininity

Adler

Human nature

Relationship with nature

Individualism/ Collectivism Human activity (being/doing)

Space (private/public)

Time (past/present/Future)

Hofstede

Adler


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Trompenaars


Relationship with people

Universalism vs. particularism

Individualism vs. collectivism Diffuse vs. specific

Achievement vs. ascription

Relationship with time

Trompenaars

Scheim


Human activity Human nature

Time

Truth and reality

Scheim


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CULTURAL AWARENESS : Cultural Awareness is the foundation o

communication and it involves the ability of standing back from

ourselves and becoming aware of our cultural values, beliefs

and perceptions.

Cultural awareness in America is a thing of the past. There

are so many different cultures and so little understanding inAmerica that we are just one big melting pot, whether we

like it or not. That is why America is going through the

religious and governmental changes that we are today ,,,

we are encouraged to have the ability to overlook certain

aspects of culture.


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The only cultural awareness of any concern in America is

The Money Awareness Culture. I think it is that way to helpcover all the cultural abuse throughout the history of America,

which has contributed to making America a land of fear.

There is fierce competition for it and everything is geared

around money.


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USA MAPS


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A time zone is a region on Earth that has a uniform, legally

mandated standard time.

Time zones are based on Greenwich Mean Time (GMT), the

mean solar time at longitude 0 (the Prime Meridian). Thedefinition of GMT was recently changed it was previously the

same as UT1, a mean solar time calculated directly from the

rotation of the Earth. As the rate of rotation of the Earth is not

constant, the time derived from atomic clocks was adjusted toclosely match UT1. In January 1972, however, the length of the

second in both Greenwich Mean Time and atomic time was

equalised. The readings of participating atomic clocks are

averaged out to give a uniform time scale.

M S T
http://en.wikipedia.org/wiki/Standard_timehttp://en.wikipedia.org/wiki/Greenwich_Meridianhttp://en.wikipedia.org/wiki/UT1http://en.wikipedia.org/wiki/Atomic_clockhttp://en.wikipedia.org/wiki/Atomic_clockhttp://en.wikipedia.org/wiki/UT1http://en.wikipedia.org/wiki/Greenwich_Meridianhttp://en.wikipedia.org/wiki/Standard_time


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E

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S

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T

C.S.T

P

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S

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T

M.S.T


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Customer service is a series of activities designed to enhance

the level of customer satisfaction that is, the feeling that a product

or service has met the customer expectation."

Customer service is a range of customer services to assist

customers in making cost effective and correct use of a product. It

includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.

"Customer Service is a function of how well an organization is

able to constantly and consistently exceed the needs of thecustomer."

"Customer Service is a function of how well an organization meets

the needs of its customers."


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A delighted customer is a satisfied customer after doing businesswith your company. In turn they would be more likely to do

business with you again and will hopefully tell others about their

experience / recommend your business.


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Some one who is over reacting to the situation at hand. A personwho doesn't want a solution/answer but, and would rather just rant

and rage.

The customer who is angry because of poor services provided is

an Irate customer.


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1. Take the customer seriously. He is always right, especially

when he's wrong! He is right about how he feels and he is right inthat he can leave your premises and tell the world and his wife

that you and your company suck, so - take the customer very

seriously!2. Communicate, communicate, communicate. If things have gone

wrong say so. Do not lie (this is insulting and sends a message

you do not want to send). It insults your customer's intelligence.

Customers understand that people make mistakes, they do not

expect you to be perfect, they expect you to care when you screw

up..


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3. When things go wrong, do not despair, complaints are gifts.

Customers are so used to flawless service now it is taken as

standard. When things go wrong your responses may be the only

chance you will get to show just how special you are. I will sayagain, A complaint is a gift - treat it as such.

4. Be available, if you cannot deal with someone immediately at

least acknowledge them immediately. People do not mind waiting,

what frustrates them is feeling ignored.

5. Respect - should be a given, isn't.

6. Listen don't talk. Do not assume you know what the customerwants and do not answer them from your own perspective. The

solution that will work in the long-term is the solution the customer

wants, not the one you do.


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7. Know your stuff. It is not acceptable to be ignorant in front of a

customer. All staff who are customer facing (and that includes

those on telephones) must know their products and services andwhere and how to route a call and when (and this is so much

better) to 'own' the problem themselves.

8. Quality and value - Both are very important, both are hugelysubjective and both are determined in the customer's brain. Taking

the time and trouble to know the customer and to listen to him

really pays off here. The world is full of companies giving 'added-

value-solutions', many of them are giving added-cost-non-solutions since their interventions cost them money and if they

haven't taken the time to listen to the authentic voice of the

customer, will almost always not be perceived as either quality or

value because they do not address the specific problem the

customer has in mind.


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9. Treat as you would be treated. Courtesy, respect and

appreciation are the bare minimum. Many customer service staff

complain that customers do not respect them. Remember thatrespect, like love, has to be given away before it can be received.

No customer will ever respect us until and unless we respect them

first.

10. My word is my bond. Give staff the power and authority to dealwith a customer's problem. The ownership belongs with the

person taking the call, they should be allowed to provide a fix. If

the staff member always says "I'll have to ask my boss" the

customer will get frustrated and want to deal just with the boss.Have the faith and confidence in your staff and your products &

services that you can trust them both and that you will stand

behind them and back them. THEN you will have the basics for

world-class customer-service and world class customers.


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THIS SHOULD BE THE AIM IN THE

HEART AND MIND.


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Starting with the top and working our way down I will show you


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Starting with the top, and working our way down I will show you

the important roles the different call center people plays.


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It all begins with the operations manager, sometimesalso known as a call center manager. They are responsible for all

departments within the call center, as well as relations with alloutside contacts such as maintenance, vending, payroll, human

resources, or any other company the call center works with.

The shift supervisoris the person that communicatesbetween the operations manager and the team managers,

ensuring everyone is on the same page. They will producereports that are needed and make sure all team managers report

directly to them in regards to problems with things such as

attendance, call times, and customer satisfaction rates.

Team managers d th i ti th ll fl hi


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Team managersspend their time on the call floor, coachingthe customer service agents in a positive manner when it comes

to attendance, quality, policy adherence, and following procedure.

Customer service agents would report directly to the team

manager in all aspects of their work including calling them when

they will miss a day, or coming to them when they have an issue

they cannot correct or handle on their own. This position is one

that you will have to stand out as a positive role model, knowing

that what is said and done by a team manager is what sets thetone for everyone else

Training is an important aspect of running a quality callcenter, as customer service agents will not appropriately

represent a company without it. Within a training department,

there is usually a training manager that oversees trainers on a

daily basis and reports daily achievements and problems to the

operations manager.

Q lit


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Without an IT team, the call center simply cannot run. They arethe ones to keep the equipment including phones and computers

running smoothly so calls can be answered in a timely fashion.The IT department will usually report to the operations manager,

but all departments will report to the IT team with problems that

need to be addressed.

Quality assuranceis monitored within a call center, toensure customers are receiving the best possible experience

when calling in. Quality teams will consist of a manager within the

department who reports to the shift supervisor, and a team ofagents who listen to customer calls and score them on a number

of things.

Last but certainly not least is the bread and butter of the call


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Last but certainly not least is the bread and butter of the call

center. A customer service agentis what makes acompany. Without them, there is nothing to operate, as they are

the ones whom are relied on to represent the company and take

care of any customer contacting the company. There is a lot of

responsibility for an agent to deal with on a daily basis as far as

keeping within policy and procedure guidelines while sometimes

dealing with irate customers and still keeping a smile on their face.

In all honesty, of all different aspects of a call center, customer

service agents are known to have the highest turnover for many

different reasons. To lessen the turnover in a company alldepartments must operate effectively with each other to provide

the agent with essential needs such as support and on going

training.


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o Smile. It can alter your voice.

o Sit up and take a deep breath. It is relaxing and will take the

tension out of your voice.

o Be conscious of all background noise.

o Respond as quickly as possible, without interrupting the

customer.

o Speak clearly.o Be courteous. Treat callers as you would like to be treated.

o Listen carefully. It is the best way to clearly understand a

customers needs.

o

Evaluate the urgency of the customers issue by askingquestions. Find out the implications.

o Do not draw a conclusion until all of the information has been

presented.

o If you believe that additional time is needed to research the

issue, discuss options with the customer.

STEPS FOR HANDLING THE CALLS


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o Once the issue is resolved, be certain that the customer is

satisfied with the resolution.

o Fully document all of the details in the database.

o Do not place a customer on hold unless it is absolutelynecessary. If you need to place

o a customer on hold, then explain how long you expect to be

away from the telephone.

o Obtain permission for putting them on hold. Always check back

with the caller if you are

o longer than expected. Ask if they would prefer you to call them

back by a certain time.

o Always thank the caller for holding.


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TEAM BUILDING EXCERCI


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All good plans start with the desired end result. What is it thatyou are trying to achieve? Before you select a team building

activity, you probably want to have two types of goal -

session and longer term. The latter should help make it plain

where the former sits in the development process. That is, a

team building session needs to be happening for a reason

and have a defined role in moving you towards what you are

trying to achieve overall. The session goals should be

measurable and understood by the team's management, the

team and the activity provider. That is, a team buildingsession needs to achieve its part in the development process

1) It should be relevant to the group For example if the team is


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1) It should be relevant to the group. For example, if the team is

office based, they will struggle to see the relevance of climbing

mountains back in the workplace - as much as they might

enjoy it.

2) It should require the same kind of skill sets and teamapproaches that are necessary for the group's real work. For

example, if you want a team to develop their decision-making

skills to improve their effectiveness at work, it needs to have

strong elements of decision-making within it.

3) It should be fully inclusive. That is, all team members need to

be enthused by the activity. Activities are sometime chosen by a

clique within the team to their own preferences and this can

actually split a team rather than build it if their idea of heaven isone or more colleagues' vision of hell.

4) It should have a proven track record in delivering the kind of

outcomes that you are looking to achieve. Or you need to trust the

deliverer implicitly if it is a new activity.


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The supervisor or trainer accompanies a telephone conversation

between agent and customer as a silent third party of a

conference call. This method has the advantage that the agent

can continue talking to the customer without being disturbed, but

for the supervisor or trainer the following problems remain

unsolved.


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Agents and supervisors/trainers both have to be at their workplace

to allow live monitoring. This could cause problems, especiallyfor businesses that run 24/7. The monitoring is limited to the

current call, no information about the process of quality is

provided throughout an entire week (e.g. Monday morning

syndrome) It is not possible to analyse critical conversations

because they are not available and cannot be selectedrespectively

o Selective recording of calls (voice and screen) according to a


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o Selective recording of calls (voice and screen) according to a

variety of user-defined or project-specific parameters

o Easy and comfortable search for calls according to user-

definable criteria (agent, content, time of day, CTI event)

o Highly flexible generation and use of evaluation templates

o Easy creation and distribution of management reports

o Conversion of calls into instructive examples using additional

functions (eCoaching)

o Integration of agents as active parts into the Quality Monitoring

process

o eLearning and eCoaching capabilities to close the loop

between recording and evaluation of agents


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Greater awareness of grooming and etiquette skills will help you

to increase your poise and confidence. This will significantly

change the impact that you have in any formal, professional and

social situations.

The Benefits are:

o Enhanced social skillso Greater confidence to interact with people from

all walks of life

o Ability to make a positive first impression

o Ability to make a lasting impressiono Improvement in overall appearance


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Making a Great First Impression:

o How to present yourself to people

o How to make proper introductions, Paying &Receiving Compliments, Small Talk & Networking

o Developing Your Professional and Personal

Image

o Managing Different Personalities

Greeting and Introductions

o Greeting Components

o The Protocol of Shaking Handso Introductions

o Introductory Scenarios

o Addressing Individuals


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E-Mail Etiquette:

o General etiquette

o Sending effective messageso Form and tone of the messages

o Responding to messages

o Organizing the different parts of an email:


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A call which is played without any mechanical devices such as

telephone etc. with the help of the evaluator to check the quality of

the call with an answerer to create issues for the mocker who is

going to take the call, can be termed as a Mock call.

ADVANTAGES OF MOCK CALLS:


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o It helps to improve our communication skills

o

It also works in appraisal of confidence in an executiveo It motivates the caller to be prepared even if he had failed in the

past calls

o It is very important to consider mock calls in the training before

taking calls on the floor

o We can learn about different scenarios which comes across

while negotiating with the customers during the calls

o With a proper preparation & concentrated training considering al

the quality parameters, without making any fatal in the call we

can rock on the flooro It helps to achieve your goals or targets in any process you

work.

ADVANTAGES OF MOCK CALLS:

DISADVANTAGES OF MOCK CALLS:


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DISADVANTAGES OF MOCK CALLS:

o It is not a practical

o Many executives or people becomes nervous with this type of

calling and many of them are so nervous that they start

sweating there only

o We does not handles the call on a telephone as its an oral face

to face communication.

o Concentration level on the call is low as compared to telephonic

call.


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Thank you for giving us an

opportunity to prepare this

presentation on the topics which arevery useful for our present job role and

also for our future projects.

We heart fully thank Mr.Anandfor his support for making this research

project successful.


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THANK

YOU

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