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Call centre

SUNDER RAMACHANDRAN

Addressing customers

I work as a trainer and usually discourage my trainees from using `Sir' or `M'am' and encourage them to address the customers by their first or last name. What are your thoughts about this practice?

Ragini M

I have to agree that the best suggestion is to use the customer's name. Calling the customer by name is personal, which is great customer service.

The agents can use sir/madam whenever they feel it is appropriate during the conversation in addition to using the customer's name. I've encountered many calls whereby agents over-personalised, meaning they kept calling the customers name in almost every sentence which can be irritating. So one has to tread with caution.

CSR profile

What is a CSR's profile. I've heard that it is boring after a while. Do you think it's a good option?

Vishal Uppal

CSRs are at the front end of the company's operations and act as the key point between the customer and the company.

Typically they are involved in resolving customer queries and handling complaints, providing technical support or help desk services, back-office data/ transaction processing, telemarketing — selling products over the phone and collections (outbound calling to collect from customers).

The job involves interaction with people and therefore cannot be termed dull. However, like any other job, doing this can become repetitive and monotonous after a while.

Motivating agents

I work as a team leader and feel that agents are not motivated about their job. What would you recommend?

Avikant De

Motivation is a continuing and challenging aspect of work. Here are a few things that your agents should feel to stay motivated:

A connection with you and the immediate peers.

A sense of importance that their jobs are critical and add value to the company.

A sense of personal and team involvement.

Closing the call

I work in an outbound sales process and every time I offer products to customers, they are in a rush and hang up the call. Therefore, I am not able to end the call on a good note. How do I close the call if the customer says `no'?

Dashraj

It can be challenging but usually a final offer of help like - "Is there anything else I can help you with" — is followed widely. While closing, ensure that the caller has the opportunity to ask questions and does not have to call back again. Even if the customer says `no' you have to respect the customer's decision. Remember as a sales associate, you are not only selling goods but also goodwill.

Communication skills

How can I improve my communication skills to get a call centre job?

Prakash

Communication is a vast domain and you will have to first identify your areas of improvement. You can easily do this by joining a good training institute. You will have to focus on your grammar, sentence construction, fluency and diction. The best bet is to get some coaching and work with a trainer to improve your skills.

(Sunder works with a leading global BPO and has trained BPO employees on customer service, sales, communication and coaching and training skills. If you have any questions, write to sunder.ramachandran@gmail.com

(Sunder works with a leading global BPO and has trained BPO employees on customer service, sales, communication and coaching and training skills. If you have any questions, write to sunder.ramachandran@gmail.com

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