your soft skills
TRANSCRIPT
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