Rizvis Call Centre Training Program

About Us

2011-01-17T22:03:00.000-08:00

Rizvis Call Centre Training Program is a free training blog launched on May 3rd 2009. It provides information on call centre training such as basic skills, soft skills, listening skills, calling techniques, how to maintain quality while taking customer calls, how to speak to an angry customer etc. It was started with a motive to give free training to the job seekers who are wasting their money in training. This blog contains a special training pattern for job seekers. We have make several postings in an order that the candidates can learn them easily. That's the reason we have made the first posting of Basic Skills which will introduce about the call centre back ground. After going through this post the candidate will learn more about the call centre and the bpo process. Below is a list of some of the most important links. Please go through it.

What is basic skills?
What is listening skills?
What is soft skills?
What is hold procedure?
What is a fatal call?
What is a quality call?
What is collections process?

What is a Fatal Call?

2010-01-31T07:29:00.000-08:00

A Call where an executive breaks the quality parameters as per the decision of the clients of a particular company can be termed as a fatal call. '0' marks are given by the quality analyst for this type of call.

If an executive have done everything clearly on the call as per the condition of the customer on the call but forget to maintain his fatal error which he must not do on call, then he is urgently called by his QA and they will let you hear the call and ask from you only that what was your mistake. Then after listening the call you come to know about the mistakes you have done on the call.

A fatal call can bring in to you in CAP as we have mentioned in our previous post about it. Suppose you got marks between 90% to 100% if you are a good caller, and by mistakenly if you had made a fatal on the call and if called is monitored by the quality analyst if it is your bad luck, then that call will be marked as the subject. You will get 0 for that call, and it will directly affect your average of the marks. If you were performing well on calls and getting average of around 90 to 95 per cent, then one fatal call can bring you below 80 per cent by which you can come into the Corrective Action Plan.

So try to avoid fatal on the calls and go with the parameters prescribed or as set by the quality.
Thank you.

What is Corrective Action Plan?

2010-01-30T07:43:00.001-08:00

Meaning: A step which is taken by the quality analyst for a particular executive whose call average is below the quality requirement set by the client in a particular month can be termed as Corrective Action Plan (CAP).

Limit of 3: When an executive comes in CAP and he is not able to come out of it and soon after that if its average is below the requirement the he enters into the second and after that he is still not able to come out of that two and average is below level, then he enters into the third one.

Effects of CAP on an executive:
As soon as an agent enters the third CAP he is not allowed to, login on the system and his case is directly transferred to the HR. Then after that it depends on the Hr decision that whether that employee will be working in the future or not.

What is the work of a QA?

2010-01-30T07:06:00.000-08:00

Definition:
So you want to know about the job of a QA. A person with a very sharp listening who is monitoring your every call, and reports you about your mistakes and tries to tell you about what you want to rectify is a "Quality Analyst".

Responsibilities :

There are several responsibilities for this post some of the important work are given as follows:-
1. Call Monitoring: They need to monitor each and every call as per the types of call. Call monitoring is nothing but listening to a conversation between an executive and the customer. Here, after listening the call a Qa gives some marks according to the quality parameters set by the client and RBI (Reserve Bank of India) code of conduct and mention some appropriate comments regarding the call of the agent. An agent needs to cross the mark set by the process for prevention of his name to come in CAP i.e- Corrective Action Plan.

2. Briefing session: A session which is taken by a quality analyst for the purpose of correction of mistakes made by the executives and the whole team, on a call can be termed as briefing. Here a Qa needs to revise the quality parameters with the team, give advices about how can we take good calls with the customers , tells us about what should be avoided for eg;- chit chatting with the colleagues, singing songs during the call is ringing, doing fun with the system, etc. things. They also cover fatal parameters in this session by which a fatal call can be prevented.

3. Call Listening session: Here a particular team is called where a call of a certain executive is played among everyone and the Qa asks the team about the call the questions such as, how was the call, whether it was a good one or a bad one. What all mistakes did the executive have done on the call. What are the good points of an executive? Had he or she have completed all the quality parameters, whether the call was a fatal.
These are some of the points which are covered in the call listening session.

Thank you.

How to become a QA?

2010-01-30T06:42:00.000-08:00

To become a Quality Analyst, first we need to see that whether we are eligible for it or not. Minimum eligibility requirement for the post is that we need to have an experience in that particular for minimum 1 to 2 years. Then we must have a good typing speed. As typing speed is must is because they need to write appropriate comments, of the conversation between a telecaller and the customer. The other requirement is qualification. In the past days a 12th passed candidate was eligible for the post. But nowadays, graduates are given more preference.

Ways to become a Quality Analyst
There are two ways to become eligible for this post. The most common one is Internal Job Posting and the other one is fast recruitment.

When a new process is coming in a company for which requirement is there, internal job posting deserving candidates are given the first chance to step forward. It totally depends on the choice of an employee that whether he wants to become a QA, Trainer or he want to become a Team Leader.

The top performing candidates in all over the process in a particular Bpo are eligible for this job posting, where they need to give their applications for the posting and it totally depends on the decision of an employee.

Interviews on an immediate basis is taken by the consulted HR and the Sr. manager of the concerned process. If a candidate passes an interview, his expectations reaches to the top of sky as this will be one of his achievements in the process. After the interviews the candidates get their appreciation letter along with offer letter or some concerned documents after some few days.

The another way was the fast recruitment in which when a company in need to start the process in a very short span of time, and he thinks that you are a good agent with 4 to 5 years of experience and you clear your interview successfully with any process. Then you became eligible for that post. The salary will be little low as compared to an experience personnel here.

As these were the two process by which an agent can be posted to a higher post.
Thank you.

Blog Ownership

2009-12-06T07:03:00.000-08:00

This blog adheres and complies by the privacy policy of Google adsense program. This post confirms that this blog is six months old, and registered with the courtesy of www.blogger.com, a free hosting service provided by Blogger. This blog is owned by Mohammed Julfekar Haider which confirms the ownership. The contents and images provided in this blog are substantial, original and unique. Please do not try to copy the contents of this blog as it is protected by Copyscape.

If you want more information then view our terms and conditions and privacy policy page.

You can feel free to contact us by email at rcctp786@gmail.com. Your query will be answered in approximately 48 hrs.

How can we become a Team Leader?

2009-11-08T07:26:00.000-08:00

A person who handles a group of 15 - 20 executives, or we can say a bunch of people, with all the professional qualities in him, can be said as the team leader.

We all are here now as we want to know about how to become a team leader. It requires a lot of effort to become a TL. To become a senior professional from an executive level, you required to prove yourself in all the fields of work.

Team leader consists of qualities such as team handling skills, he knows how to behave with a performer and how to do so with an average executive. He should know all the strong points and weak points of the team as it helps his team to grew up in the future.

What did a Team Leader do?

There are many sought of work which a TL has to do. Some of the works has been provided below as follows for your better understanding towards the job of a Team leader:

Coming before the executives on time.
Look for the agents who has still not reached the office, tries to contact them about their presence in the office.
Then after that marking the attendance of them who are present on the floor.
Sending attendance reports to the manager, or the superior commands over them
Takes briefing just before the job starts, about what is to be done, and how is to be done on the day.
Ask the executives about how are they doing on the product provided.
Make daily reports of achieved or non-achieved targets and send it to the the superior level
Maintaining the break report which is to be taken during the working hours.
Motivates the team, when at a stage a team is last on the floor to still become the best in that situation.
Consulting the IT department if any technical issues arrived.
And at last arranging work offs and log offs.

Qualities

As I have still not become a team leader, but the qualities which I had seen in them, I have mentioned some of them here, so just go through it they are :-

If we are confident.
A very good communication skills
Team handling spirit
Eager to take responsibilities first
A positive attitude
Target oriented, hardworking
Achieves goals
Good rapport builder with the executives

How can we become a Team Leader?

You want to know about how can we become a TL. Now I am going to tell you about how to become eligible for a post of TL from an executive level.

First of all you need to be discipline and punctual. As this are some of the formal conditions which are seen while making an internal job posting(IJP). Then after that your performance must be superb in all the fields. As if you are a top performer in the team, then only you will be eligible to go for an IJP. Your quality score must met with requirements of a TL posting. Then your calling time, break time, sporting activities are also considered as to know about, how active you are. These was some of the requirements which need to be there in an executive to become eligible for the post of a Team Leader.

What is Collection Process?

2009-11-04T20:32:00.000-08:00

As I am not so good in English but I had given my best explanation about the topic collections. A process where an executives informs the customer through telephonic conversation about the due of debt, and tries to convince them for the payment is known as Collections.

Types of Collections: There are two types as follows:

i) Telephonic: It involves calling to the customer with a motive to collect the debts of their outstanding through a medium of telephone.

ii) Field: Here an executive is being sent to the residential or office address for the collection of debts. It is only for the non - contactable customer, where there is no communication between the creditor and the debtor.

Disposition: An abbreviation used to make entries regarding what has been happened on the call is said to be as a disposition

Types of Disposition: Below are the list of disposition as follows which are tagged on each and every call as per the call condition

i. Promise to Pay (PTP) - It is tagged when a customer promise to pay the dues on a date as mentioned by the agent.

ii. Refusal to Pay (RTP) - It is used when a customer refuses to pay the money for that month

iii. Call Back (CB) - When customer said to call after some time we have to dispose the call as CB.

iv. Left Message (LM) - Any party other then the customer said to call back, then it is dispose as LM

v. Sit tone (ST) - When an agent hears a sit tone on the call it is called as ST.

vi. Wrong no. (WN) - It is mostly used when the given no. is not used by the customer.

vii. Claims Paid (CP) - If customer has already clear his dues we tagged it as a CP.

Modes Of Payment: There are different modes by which the dues can be paid. Some of the common modes of payment are described here as follows.

Cash - It is an easy and non risky mode of payment which is almost used everywhere around the globe.

Check - In this method it is convenient for the customer, but risky for the companies as there is no guarantee whether it will become clear or not.

Demand Draft - After cash it is the second option which every company gives to the company as a demand draft never bounces, because its a reserved money made in favor of the receiver.

Online Payment - It is an easy, most convenient and time saving option for the customers, as it only requires an internet access, you can also go to the computer cafe for the payment of your debt.

Bounce Charges: This is an amount charged to the customer when he makes his payment after the due date given. Suppose if due date is 5 of every month, and there is not sufficient funds available in the account then it is to be counted in the bounce charges, and a small amount is charged as per the companies policy.

As by this we have completed in short a description of collection process. I am sure it will help you to lead through your bright career.

Types of Processes in a Call Center

2009-11-03T22:17:00.000-08:00

Did you know exactly, as there are how many no. of processes in a call center?

There are many processes in a call center, but I have explained some important processes which are mostly used everywhere all around the globe. Call center have different types of process as according to the clients requirement. Some of these processes consists of Sales, Collections, Lead generation, Retention, Customer Service or we can say as Customer Care processes. Below you can find process details which has been explained in short for the better understanding of the viewers.

1. Sales Process : As by the word "Sale" only you can understand that this process consists of some sale. Here a direct call to the customer is made for the purpose of selling a product such as insurance, mutual funds, credits, etc financial products provided by the clients. In a sales process, salary is huge and incentives are earned highly as compared to any other process, as it needs efforts to make a sale. So by this we complete about the sales section.

2. Collections Process : It is a process where executive needs to recover or collect the debts from the customer which is given to them by the organization. Here we directly call the customer intimating them about the debts, tries to explain them about the consequences of non payment, and recoveries, etc. Collections involved of financial products payments such as credit cards, personal loans, home loans, two wheeler loans, car loans, commercial loans, phone bill payments, etc. items. We had explained in details in the What is Collections Process? about this process.

3. Lead Generation : This process is like sales but we doesn't make a sale here, we just have to fix an appointment with the customer for product explanation if customer says 'yes' for an appointment a lead is generated. Incentives depend on the maximum lead generated by an executive. Salary is based on the qualification and experience of an executive.

4. Retention Process : Retention means to inquire about the services offered by the company and customer satisfaction. Here an executive makes the call to the clients for inquiring about the reason that is he was satisfied with the product?, how was the service provided by the organization, etc. details. In short we can say that we just need to know the satisfaction of our clients.

5. Customer Service/Customer Care : This is an inbound process where an executive to needs to receive call directly from or indirectly on behalf of a company. Here he just have to solve the queries of a customer, and give detailed information about the new products and schemes launched by the company. Salary is as per the company policies in this process to the fresher employees, and experienced people get their remuneration according to their qualifications and experience.

So here in short detail we had explained about this 5 processes in a call center, you can get more details about other processes from the search engines like Yahoo or Google

What is Mock Call?

2009-10-31T07:43:00.000-07:00

Did you know what is Mock Call:
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.

Mock call plays a vital role in building confidence of the executive. It is specially used at the time of training. Most of the times it is also used for the purpose of interview. It is very important as here a verbal contact is there with the customer where the agent who is taking the call need to be confident about what he is speaking.

Advantages Of Mock Calls:

It helps to improve our communication skills
It also works in appraisal of confidence in an executive
It motivates the caller to be prepared even if he had failed in the past calls
It is very important to consider mock calls in the training before taking calls on the floor
We can learn about different scenarios which comes across while negotiating with the customers during the calls
With a proper preparation & concentrated training considering all the quality parameters, without making any fatal in the call we can rock on the floor
It helps to achieve your goals or targets in any process you work.

Disadvantages Of Mock Calls:

It is not a practical
Many executives or people becomes nervous with this type of calling and many of them are so nervous that they start sweating there only
We does not handles the call on a telephone as its an oral face to face communication.
Concentration level on the call is low as compared to telephonic call.

Procedure of a Mock Call:

A mock call is done with the help of one executive who is going to make a call, one quality analyst who will be there for monitoring or evaluating the call and at the end of the call will give feedback about what is good things happened on the call and what are the things which not to be used during the call, and what is the extra thing which can be added in advance so that a good call may become an excellent call, and at last but not the least a Senior professional or you can say a person who will receive the call acting as a customer. The caller will make a call which will be received by the Sr. executive available there, the caller will go with the parameters provided by the quality considering all points in mind, but the Sr. executive will try to confuse the caller by creating new issues for the executive. At that time the executive must not give any such information which is not true or we can say which is wrong and fake information, if he by mistake also said a single line which is not true, the quality analyst will marked him negatively, and this can create problem for him in passing the mock call.

My Experience in a Mock Call

But you guys don't be so serious as now I am going to share my experience of mock call. I was very good at the time of taking calls in the training room. When there are mock calls sessions I used to always raise my hands to come forward for taking the first call. My quality analyst also said me that you are doing an excellent job on the call, but I still remember, it was the last day of my training and being with my colleagues in the training room, as test and evaluating period was started. I was very nervous on that day from the morning only thinking of what will happen, will I clear my training or not.

Everybody was giving their best call and coming up with good results by clearing that call. Now it was my turn I had gone to the floor to give my mock, I was very nervous & frustrated in my call, at the end as how I finished my call. The quality results where negative in my call as some negotiating was not in the call, I have forgot to cover some parameters which need to be followed on the call. After coming again in the class, I showed my results to the trainer, then one of my quality analyst who tried her best to got for me a one more chance to clear my mock, and this time she told me that this time you have to take a good call. When I told to her that I will try my level best, she said not try, you will have to give your best. Then after that I followed for my call again on the floor.

This time I was little nervous as that is because of the spirit I have got from my colleagues and trainer. When I started the call I forgot my nervousness, and then move forward with the call. Many situations were created by the receiver (Acting as a customer), but I didn't lose my temper and give my level best.

After completion of my call, the results of the quality arrived, and this time the results were quite different, she asked me about what things you had forgot on the call, and told me about what all extra things I can add on the call. And then at last showed my results on the call. I had scored 91.71% on that call, after that day I never look backwards, and now at present on today's date, I am the member of the top 10 performers for this month ranking 9Th among 150 executives on the floor.

So you also learn something with the help of my blog, and I will try to post the best contents in the future, which can help you to become a professional.

A Proper Calling Script

2009-10-27T00:07:00.000-07:00

Proper Calling Script: A script which is used for the purpose of call to the customer in a written or an online format provided to the executives is called as Calling Script. It varies when there is a change in the product, policies, and schemes. The executives are already informed about the script which to be used while taking the calls. A short briefing is always taken by the Team leaders in the early morning or we can say when the shifts start before that for 15 minutes. The Tl's only informed about the changes of the script to the executives. Here we have mentioned a proper calling script below, just have a look on that it is one type of an average calling script. If you have a good script then this then you can post into our comments as it can help viewers and web users to improve their communication skills. Now below we have started from the time when the phone call is connected with the customer and the customer is on line.

Script

Hello!

Mr.__/Mrs.__ (Name of the customer)

Good Morning/Good Afternoon/Good Evening Sir (Greeting)

My name is __(Name of the executive)

I am calling on behalf/from __Ltd.(Name of the organization)

This call is being recorded for internal training/ training and quality purpose

We have call you today regarding your __ (Purpose of the Call)

Negotiations on the Product as per the Product

Customer satisfaction(C-Sat) with the executive

Confirming all the required details for which you had called

In short summarizing what had happened on the call

If the customer understands and says a reply with yes.

Then close the call with a proper closing script

such as

Thank you for your time Sir. Have a nice day.

Thank you for your interest. Have a great day.

Here we comes to an end with a calling script which followed in a call can make your call a good call, an excellent call, as well as a fabulous call. Hope you will follow. Thank you

What is a Quality Call?

2009-10-26T23:16:00.000-07:00

Quality Call: A quality call is nothing but a conversation with the customer in such a manner that it covers all the quality parameters and guidelines. Here we have to keep in concern all the parameters during the call as by this only we can improve our quality scores. It is of utmost importance as when we complete our targets we also have to be above an average quality score to qualify for an incentive. Quality not only improves your calling skills, it also improves your personal communication skills, as you will find a difference between your communication as before following the parameters and after following the parameters. In the Past days it was not like that every call centers are having any guidelines or rules for parameters. but nowadays, it is officially announced that every call center has to follow the quality guidelines, as in the past days everybody used to speak in a very rubbish language as the customer was feeling irate with the call . So that's the reason now in the modern world of science and technology every thing has changed. Now below we have mentioned a quality parameter with marks allotted which we need to follow during every call, if any of these thing not followed you can lose marks which can lead to affect your performance in quality. If you are a good executive also who always achieve up to or over their target then also if you are not taking a quality call, you are not eligible for the incentives. So please view the quality marks content here.

Parameters with the Marks Content in them:
Part - I (Opening)

Assumptive Opening/Formal Opening -- 4
Greeting(Good Morning, etc.) -- 3
Introduction of Self and Company -- 6
Confirming that the receiver is customer -- 4
Intimating that the calls are being recorded -- 4
Stating the purpose of the call -- 4

Part - II (Product Knowledge)

Gives correct information, No Misleading statements -- 6
Educating the customer about the product -- 9
Exhibits good knowledge of policies and procedures -- 4

Part - III (Customer Executive Skills)

Call Control is with the Executive -- 4
Exhibits negotiation skills as per customer profiling -- 6
Creates urgency about the need towards the product -- 6
Demonstrates Listening skills & Empathy -- 3
Displays Enthusiasm -- 3
Maintain Professionalism -- 6
Follows Hold Procedure -- 3
Language fluency and Flexibility -- 3

Part - IV (Closing skills)

Strong Closing and Summarizing the call -- 3
Uses Proper Closing Script -- 3

Part - V (System Knowledge)

Screen knowledge and screen protocol -- 3
No Fake Remarks -- 6
Correct Call Documentation/ Disposition -- 4
Asks for alternate/contact/reference no. -- 3

Now here we have completed with the marks allotted to each parameter of the call which is need to be taken in concern while taking a call. Don't miss any type of parameters here, as you will lose marks for that. You need to score at least 80% or above marks for a fair call, 90% and above fora good call, 100% for an excellent call. So its your choice where you want to be, just give your best on the call. Thank you!

How can we take a good call with the customer?

2009-10-22T02:35:00.000-07:00

Taking Calls with the customers is a technique which requires good communication skills in the executive, telephone etiquette skills, effective listening skills, grasping the customer, good confidence level, building a rapport with the customer, intonation in the sound, politeness, etc. If an executive have this skills during the call then he could be told as a good agent who takes call. Here we will learn how to take good calls, and how to open a call.

How to take a Call?
Below we have mentioned some points which need to be considered during the calls, by following these you can easily take a good call. It comes under the opening of a call. Here are the 6 steps to take a good call.

1. Opening: There are two types of Opening in a call.

(i) Assumptive Opening: An opening which is started by taking the name of the customer or a commercial organization on a call can be said as an assumptive opening. In day to days life everybody uses the assumptive format of opening on a call. But as per Collection Process are concerned they are also the one who uses this type of a call format for their business. As this helps them to find the customer in their first attempt only. And the customer can't lie afterwards that he is not the one for which the organization is searching.
Examples Of Assumptive Opening:
1. Hello! Mr. Ram (Person)
2. Hello! Mrs. Tina (Person)
3. Hello! KK Brothers (Organization)

(ii) Formal Opening: A formal opening can be said as an opening where the executive asks for the person whom he wants to speak. Here the receiver is asked that May I speak to Mr./Mrs. XYZ. Here the caller is not sure that whether he is speaking to the right party or not. That's why he needs to confirm the right party.
Examples Of Formal Opening:
1. Hello! May I speak to Mr. Dinesh
2. Hello! May I speak to Mrs. Rita

2. Greeting: A respect or it could be said as a wishing given to the receiver on the call can be said as a greeting. Normally every people are using greeting each others on the call as well as when they are not on the calls. But i need to show you about the greetings which are mostly used on the calls. They are Good Morning, Good Afternoon, Good Evening, Good Day, etc. Now you will say that only Good Night is missing why don't you write that but I will let you know that in professionalism when there is a time of night also, everybody must use the greet as good evening not good night.

3. Introduction of Self and Company: This is one of the important part of the call, as by this part only the customer knows about, whom he is talking to, from which organization, purpose of the call and etc. details.
Example:
1. Myself Sameer, calling on behalf of ICICI Bank regarding your personal loan payment.
2. My name is Rita calling from Kotak Mahindra regarding your Insurance premium.

4. Negotiations: In this part the agent or the executive negotiates with the customer on the product, prices, its policies, rules, and procedures and etc. by following his Quality guidelines and parameters. He must be negotiating in such a way that at the end the customer does not become irate, or harassed by the caller. He must call in such a way that customer appreciates him and helps the organization by free marketing with the words of mouth.

5. Summarize: Summarizing is nothing but a small repeat information which had been done on the call previously. This is one of the important part as summarizing helps us to know that the hard work which the executive had done in the call by teaching the customer on the various products, policies, rules and procedures, whether have been understood by the customer or not. In this the customer gives a reply at the end such as yes or no. If yes he had understood, if no then the executive had to do the hard work again.

6. Closing: It is a script used in every call at the end when all the negotiations with the customers are finished. A closing is done by giving respect to the customer at the end.
Examples:
1. Thank you! for making the payment and have a nice day.
2. Thank you! for giving your precious time and have a nice day.
3. Thank you! for calling XYZ(Company Name) and have a nice day.

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2009-10-07T08:02:00.000-07:00

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2009-09-03T00:27:00.000-07:00

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How Did A Call Centre Looks ?

2009-09-02T00:53:00.001-07:00

A call center is a place where different cabins and bays are made for the purpose of calling, etc. article. It surrounds with a huge place according to the processes. It consists of different types of equipments which are used for the purpose of making calls. Equipments such as computers, laptops, server, headphones, desks, tables, chairs are used and plays a vital role in the production of a process in a call centre.

Whereas in international call centre you can see the international callers are taking calls , making calls, and receiving calls for the different processes of an international organization. They had a decent and professional look. Their headsets looks like as they are a singer performing on the stage. We all must get inspired by looking here & take an oath that when we work as a call centre employee we will be very professional and try to become more better than these people mentioned here, and prove ourselves in the field of every work ground. These is only the passion of call centre. A professional look in a formal clothing shows the discipline of a call centre. If you are informal then nobody will give you as much respect as much respect as you must have while being a call centre employee.

And at last I want to speak few words about the domestic background. That is a part of a domestic call centre. A respect which is shown to the customers in the domestic background is marvelous than what we see in the international background. The reason is simple many people suffers from the English fluency problems in the international processes but in domestic it is our own country's language that's the reason we are very much comfortable to treat the clients of the organization with respect and in a very decent manner. And the clients also gives us a positive response and here starts the chapter of success of our career.

Hold Procedure

2009-08-30T04:51:00.000-07:00

What is Hold Procedure?

At the time of taking calls when there is a need to put the call on hold we will not be silent at the call so that the customer must think that what is the speaker doing and when he becomes confused then he can hang up his call also. So that's the reason we have to keep in concern that the customer should be on the call till the time we are on hold. If any mistake is done by then the call can be hanged, so please always keep this in concern.

Do you know how to put your call on hold when a customer asks for some information & you want some time to search for it on the Internet?

This is one of the trigger statement you must have to always use while keeping a call on hold "Sir, Can I put your call on hold for 2 minutes so that I can check for the information"

After Hold Procedure

As soon as you finished searching the data & its time to reconnect with the customer you will have to say this obligatory sentence always without fail. "Thank you! for being on Hold"

And after that you will told him about the rest of his queries and continue with your call.

You can put your call on hold with the help of the CRM which is provided for you by the company. After putting your call on hold you can always use a mute button to keep the call on mute, by this way the customer can't hears what are you doing now. Here your telephone etiquette will help you and you will not lose your marks in the quality.

Terms & Conditions

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This is to inform the users that this blog is made for the social purpose and it is useful for the users to have more information on call centre. Do not try to copy the blog materials from this blog as it is protected by Copy scape. You can share the information of this blog with your friends & relatives but don't try to cheat the owner of this blog by making any such activities from this blog which is not legal.

The information used from this blog should be used as a guide only. This blog is made keeping in concern of providing free training & more and more information about Call centre. Good Use of the Website leads you through your bright career. This blog will really help people who are working with the call centre industry as well as the peoples who want make their career in the leading & booming industry of call centre. Free training is little cheaper than spending any money for learning the skills & techniques used in the organization.

If you required more information about us then feel free to visit our privacy policy & blog ownership page.

If you still have any questions feel free to contact us by email at :- rcctp@gmail.com

Contact Us

2009-07-09T08:51:00.000-07:00

Rizvis Call Centre Training Program

202, Eden Rose, Beverly Park,
Opp Cinemax, Mira Road East

Thane - 401 107

State : Maharashtra

India

Please Contact Us By E-mail

rcctp786@gmail.com

Soft Skills

2009-05-17T08:19:00.000-07:00

The word "soft" means only to be smooth. That means we are going to study about some soft & smooth skills in this section. This is also one of the important part of our training.

Examples of soft skills :
Q : How would you feel if the clients gives you an abusive language ?

A : You will feel like :

Some type of angers in you
Some sought of helplessness
Little defensive
Like boredom with the job
Like leaving the current job

Irate Clients :

Q : Did you ever know what to do when you come across with these type of irate customers ?

A : You should follow these tips :

Stay calm
Control your feelings
Control yourself
Always be positive
Neutralise the atmosphere by your positive thinking

Five steps for Handling Irate clients :

1. Listen and acknowledge concerns

2.Empathize & Sympathize

3. Apologize

4. Paraphrase

5. Suggest a plan of action

These steps will help you when you come across an irate customer, they are described in brief as follows :

1. Listen & Acknowledge Concern :

You must accept the fact that the guest has a concern or a complaint
Concentrate on the guest
Let the clients vent out
Listen for details
Take note of the details
Make sure to get the vital information at the first time

2. Empathize & Sympathize : To put yourself in the place of the clients and understand their feelings can be called as empathy. To show that you cares the customer but not as much as by empathizing can be called as sympathy.

Examples of Empathy :

" I can understand why you are upset "
" I too would be upset had I been in your place "
" That must have been very frustrating for you! "
" I know that can be upsetting "

Examples of Sympathy :

" This should not have happened to you "
" I don't know why this always happens "
" This happens to so many other people as well "
" Don't feel bad, everyone has problems sometimes! "

Now here is a question for you to test that how much you have understood till now . Tell me your answers by commenting on the questions given by me . Try your best so that the customer feels that you are giving empathy to him.

"How would you empathize this upset customer? "

" Your company really doesn't cares about serving the clients . You guys are terrible ........................ I made a payment of $ 150 through check before my payment due date, but still I am charged a late fee on my statement ! "

!! Solve this question and best of Luck !!

3. Apologize : It means to genuinely feel sorry for the inconvenience caused to the clients . Don't try to get defensive here and blame others for what anybody would have done representing the company. As here clients came to know about the representative of the company about whether he cares for him or not.

Examples of apologizing :

" I am sorry that this happened "
" I sincerely apologize for the inconvenience caused to you "
" I am really sorry to hear that "

4. Paraphrase : Repeating the customers question to confirm them or replying to confirm them what is heard was proper or not can be called as paraphrasing.

You must always try to do so by the following ways :

Make the guest feel that he is heard
Assure the guest that you have understood him or her
Build a rapport (relationship) with the customers

5. Suggest a Plan of Action : You must decide your own plan and actions while having communications with the clients , you have to remember that you have to calm or patient depending on the situation you have to suggest an action.

Barriers To Effective Listening

2009-05-10T09:24:00.000-07:00

Things which affects our listening of a certain sound can be termed as barriers to effective listening. There are many problems that comes across while listening over the phone, and it effects our listening. Below are some barriers which comes across us. They are described as follows :
Barriers :

Line noise & faulty equipments
Tuned out of the conversation because it does not interests you
Are " just the facts Ma'am/Sir's/Madams " listener
Not energetic or enthusiastic
Lack of passion
Body posture
External distractions and interruptions
Pre - conceived notions and assumptions
Munching
Are opinionated about the speech delivery
Day dreaming
Indifferent attitude
Iming
Chatting
Checking mails
Unnecessary using Web

How can we overcome these barriers?

We can overcome these barriers by the following ways ;

Having all the necessary resources available
Having a clear mind
Do not have any biased thoughts in your mind
Do not try to assume yourself
Avoid interruptions
Learn to fight distractions
Do not be pre - occupied
Concentrate on your tone
Pay Attention on it as well as the problem of hearing with the clients
Listen between the lines
Anticipate and understand the emotions behind words
Pick up the hidden concerns
Having no doubts in your mind

Listening Skills

2009-05-07T06:12:00.000-07:00

Now, you have understood the basics of call centre, meaning and types which are used. You must have cleared that all the dealings took place through phone. The clients are not going to see your face or expression that with whom they are talking with, is he the manager, or the executive. You have to express the word of mouth every time while talking to the customers. While talking with them you must also have to listen to them that what did they want, or what are their problems, you will not always try to bored them. Here the role of listening starts

Listening plays a vital role in making good relations with the clients. Because when customer realises that somebody is there who cares for us , he will have good words for the organization.

Listening are of two types :

1. Passive

2. Active

They are described in details as follows :

Passive : "An ability to hear a sound can be called as Passive listening. This doesn't involves with the mind."

Go through the example ........

1. When a Fan is plugged on a whirling sound of the blades comes out.

2. A waterfall sounds that reaches to our ears.

3. When a mixer grinder is on some sound arises out of it.

Here you can see in the above three examples, man can hear the noise of the fan, waterfall, mixer grinder but can' t understand it.

Conclusion : The things that can be heard by our ears but not understood comes under the passive category.

Active : This is the very important part of our training and we are going to discuss and explain about it in a wide detail." Listening with understanding can be defined as Active listening." In this category some meaning are involved in the sentences which we hear.

Here are the examples....

1. Rajesh asks, " Do you have cokes?"

2. Shopkeeper answers, " Ya! we do have "

3. Rajesh Says, " Thank you Sir! "

4. Shopkeeper Says, " Its our Pleasure "

In the above four sentences you can see that there is meaning involved in every sentences which can be understood by both of them.

Conclusion : The things that can be heard as well as understood by us comes under the Active category

Types Of Active Listening :

Active Listening can be further divided into two forms

1. Questioning

2. Paraphrasing

They are describe in brief as follows :

1. Questioning

It means to ask about something or directly it means interrogation.

Questioning have two types of questions : (A) Close End, (B) Open End.

They are described as follows :

(A) Close End : A question whose answer is given simply in 'yes' or 'no' means as a Closing End.

For Example :

(1) Ajay asks Meena, "did you like chocolates"? And She answers, "No".

(2) Salma asks teacher, " Can you teach us swimming " ?, and the teacher answers, "Yes".

In the above two sentences we come to know that the answer is in short that is yes or no which are said as the Close End.

(B) Open End : A question whose answer is given in brief are said to be the Open end.

For Example :

(1) Atul Says "What can you see in the stadium"?

(2) Rahul Answers,"cricketers, umpires, public, pavilion, security guards, police, etc.

In the above sentence we come to know a when a question is asked whose answer has to be given in details are said to be as an Open End.

2. Paraphrasing

An art of confirming the clients reply or question can be called as Paraphrasing.

Examples :

1. " If I am correct you said, " Raghav ".

2. " If I have heard properly you said " Tripathi ".

In the above sentences we have cleared that repeating the customer and confirming that they are as exact to the customer.

Basic Skills

2009-05-03T07:23:00.000-07:00

First of all before taking training, we have to know the basics, we have to know that what is call centre, what are their types, which processes comes across in it, its benefits, your career, some useful interview tips before applying for an interview in a reputed organization, your resume format so that how much it attracts the interviewer, for opportunities which comes across in the future, increments for which everyone is waiting, promotions which gives a position in company.

Meaning Of Call Centre : An Organization where staffs are arranged with a motive to raise the business, productivity and capital of the company through direct conversations with the clients of the concerned companies tooks place through the medium of telephone is called as a Call Centre.

Meaning Of A BPO{Business Process Outsoucing} : A bpo is also an organization like a call centre which manages different departments and batches under themselves. They can also known as the third party working between the major organizations and the employees to handle or manage them, dealing with all the payment procedure to the employees. Difference is that here employees work for the them and not for the major organizations affiliated with the bpo's.

Difference Between Them

1. Call Centre

Set Up

It requires low set up cost

Seat Requirements

It requires less seatsProcess

Availability

It must have less process as because of the low set up

Capital

It requires low capital as it comprises of less manpower

Career

Career is booming

2. BPO {Business Process Outsourcing}

Set Up

It requires high set up cost

Seat Requirements

It requires more seats because of more process

Process Availability

It is having a lot of process as because of the booming humour in the world

Capital

It requires huge capital

Career

Career is booming

Types : Normally there are three types of call centre but the two are mostly seen everywhere. They are 1. The Inbound 2. The Outbound. They are classified as follows :

Inbound : A process where calls of the precious clients of a company or organization is received by the staffs or employees of the contracted company is known as the inbound process. Clients calls the company to clear their queries and some product related information, etc. Executives or the employees who are representing the company for the customers here try their best effort to solve the queries of the clients. Here they have to prove that they are giving excellent customer satisfaction. They must not leave any type of queries or product information so that the customer must have a lack of information.

Outbound : A process where calls are made to the customers/clients of the company to create sales or an action that gains a benefit to the company on that time or in the future is known as the Outbound process. This process is very important for the company because company's future profit depends on the pillar of this process only. That's why corporate gives more importance to this sectors and pay handsomely for the sale or an action created by the employees for the company.