your soft skills

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Fatima ZainHuman Resource ManagerFatima.zain@skylines.ae

YOUR SOFT

SKILLSCALL CENTRE

Human Resource Manager

HAFIZA FATIMA ZAIN

Born on October 15, 1990 in Karachi, Pakistan. She is a graduate and having

good exposure in market. She is enthusiastic, energetic and passionate

in her work and life.She is career oriented lady and having good experience in different market.She have 4+ years of experience with different organization and she proved

herself a strong candidate by completing and fulfill her designated

tasks and job descriptions.

CONTENTS

1. Call Centre Services

2. Soft Skills

3. Good Practice in Call Handling

4. Bad Practice in Call Handling

5. Phonetic Alphabet

6. Post Discussion

There are many different terms used to describe call centers – service centers, sales centers,

contact centers etc.

In its basic form the key role of a call center is its

responsibility for handling the telephone (channel) calls for

an organization

CALL CENTRE SERVICES

SOFT SKILLS

The way you speak to a customer, in terms of the language you use, your

tone of voice and clarity are also important and often referred to

as the ‘soft skills.’

 Two other important influencers are the rapport that you may build up with a customer and the empathy that you

show them for the situation they maybe in.

GOOD PRACTICE IN CALL HANDLING

Your Soft Skills

GOOD PRACTICE IN CALL HANDLING

Good rapport with the customer

Type whilst talking & listening

Listen without interruptions

Using the customers name

Print documentation off whilst talking

Under promise Repeat phonetically Summarize what has

been done Empathy with

customer Close

BAD PRACTICE IN CALL HANDLING

Your Soft Skills

BAD PRACTICE IN CALL HANDLING

InconsistencyStationery or

documentation not to hand

Not taking complaints seriously

Putting calls on hold without permission (long periods)

Wasting time during

pausesUsing jargonInterrupting the

customerForget Data Protection

rulesDon’t always repeat

phoneticallyUnenthusiastic

PHONETIC ALPHABET

Your Soft Skills

The Phonetic Alphabet is used in many centers to help ensure the right

information is given. It is useful to learn this alphabet as it can help make the call handling more

effective and efficient.

PHONETIC ALPHABET

    A – ALPHA    B – BRAVO    C – CHARLIE    D – DELTA    E – ECHO    F – FOXTROT    G – GOLF    H – HOTEL    I – INDIA    J – JULIET    K – KILO    L – LIMA    M – MIKE

    N – NOVEMBER    O – OSCAR    P – PAPA    Q – QUEBEC    R – ROMEO    S – SIERRA    T – TANGO    U – UNIFORM    V – VICTOR    W – WHISKY    X – X-RAY    Y – YANKEE    Z – ZULU

POST DISCUSSION

Discuss now; or share your comments

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