2010 April | Call Center Cafe

Customer Care Techniques on Handling a Difficult Customer

April 30, 2010 By Gail 1 Comment

Customers are a key element in any business. Without customers, there would be no reason why one would start a business. There are different kinds of customers; some are vocal, others are silent, you may find very aggressive ones and others may be inquisitive. All these kinds of customers are important and have to be understood if any business is to succeed.

Whatever temperament your customers have, once a while, they may be upset while interacting with your employees. How then do you manage a difficult customer?

Outsourcing – The Benefits of a Call Center and LMS Training

April 30, 2010 By Gail 2 Comments

As your company matures and expands, you’ll find your employees are handling more calls and emails from customers. And if this situation has begun to spiral out of control–too many calls and emails to track–you know it’s time to step up to the plate and implement a new strategy to deal with the influx of communicative traffic.

This is a critical moment in the evolution of your company, and may be the perfect time for you to consider implementing a call center. Call centers and contact centers are efficient and help you organize, maintain, track, and improve your customer relationships. They also help cut costs–especially when training and other processes are taken care of online.

3 Simple Steps to Shorten Call Times and Drive Up Sales

April 29, 2010 By Gail Leave a Comment

A common complaint of call center managers is that their customer service reps (CSRs) don’t do enough selling while speaking with callers. The reps are, for the most part, OK at taking orders, but they’re not good at closing sales calls from people shopping around, nor are they good at up selling existing customers who call in for customer service.

And the most common complaint callers lodge (including me) about call centers in general is that hold times to actually speak with a human being are too long.

Given these two situations, call center managers face the conundrum of how to increase sales to generate needed revenue without driving up hold times to drive away customers.

Here is a simple three step communication process that solves this “sell vs. hold-time” dilemma. The steps are quick to teach, easy to understand, and have a proven track record of making calls actually go faster while increasing sales. Get that? More sales with shorter call times with

Call Center Workers Lifestyle – The Ups and Downs

April 29, 2010 By Gail Leave a Comment

Call centers have become a craze among youngsters. One could find a teenager to mid level professional working at call centers but as they say, all that glitters is not gold, call centre jobs could be lucrative and cumbersome at the same time.

The business process outsourcing industry mostly caters solution to numerous service related sectors such as airlines, pharmaceuticals, credit card companies, dentists, cellular service companies and cable and internet providers. Call centre could provide inbound call center services or outbound.

In outbound process, an agent has to call a potential customer and inform him about the know how of a product whereas inbound services deal with incoming calls, emails or SMS services related to a product or services.

Inbound Call Center – For Customer Complaints and Inquiries

April 29, 2010 By Gail 2 Comments

An inbound call center is best defined as a call-handling service unit. These customer service centers are especially engaged to provide fast and immediate client support. Their functions extend from offering some standard services like technical support, order taking to offering toll-free hotlines online and more.

Businesses of today can take full advantage from the essential services provided by the outsourcing service providers. The given services on offer range from order handling, inbound customer support services, technical support, outbound customer leads, answering service and more. The inbound call center services enable companies to function effectively.

With regard to outsourcing diverse business processes, the outsourcing service providers like the call center set-ups are known to provide services in the form of outbound and inbound call handling. The inbound call center services are suitable for firms or corporations that do not have ample time to deal with the respective customer queries.

Call Center Jobs – Responsibilities and Perks

April 28, 2010 By Gail 1 Comment

A call center job starts with the basic of technology – with a telephone and a computer. To understand the job responsibilities in and around call center, we need to understand the classification on which contact centers are meagerly divided between inbound and outbound center. Inbound contact center is a center where calls are received whereas outbound contact centers are meant for making calls.

Working for clients based in US or Europe, call centers are laced with state of the art facilities, advanced technology and best of minds. Businesses from various spheres of industry such as accounts, finance, credit card, telecom companies and insurance sectors partner with contact service.

Call Center Script – Effective Way to Increase Conversion Rates

April 28, 2010 By Gail Leave a Comment

A call center is all about services and communication is the lynchpin of their services. To speak effectively and accurately, a good call center script is must for agents who go live and provide answering services. A call center script is much more and beyond than basic answering lines of ‘How can I help you’. It is about the improvisations, marking up speech or of the text passage to shorten it so that agent do not lose breath while talking; insert pauses and proper rehearsal of the words or sentence clauses they need to emphasize upon. An agent should possess good improvisation skills to direct the conversation towards a positive way.

A good call center script should be appropriate for both the company and its products. It should enlist all the possible queries and questions; a customer is supposed to ask. Along with a good written script, an agent should possess good improvisation skills to direct the conversation towards a positive way.

Here are some important tips to create a good and effective communication tool for your clients.

7 Ways to Save Money on Training

April 27, 2010 By Gail Leave a Comment

Blended learning, when it is well integrated and well organised, can be a great money saver! That doesn’t mean to say that blended learning in ONLY about saving money but it’s a great start! In the current crisis, we have seen all sorts of dramatic events but, for once, it seems that training hasn’t suffered the usual swingeing cuts.

In the past, the reaction was immediately ‘times are hard so we have to cut out training‘; it was the first thing to go but this time round, it seems that training departments have been ‘saved’ and are being encouraged to be more creative in how they spend their funds. It’s a positive spin on the situation as it has thrown up the effective use of some great training tools!

7 ways to Save Money on Training

How to Get the Best Out of Your Workers

April 27, 2010 By Gail Leave a Comment

The aim of any manager is to try and get the most out of your workers possible. In technical terms, you want the highest productivity.

From a purely financial point of view (and this is how senior management will often view you), you need to get the most output for every input i.e. spend the least amount on salaries and produce the most money.

So what approach should you take?

Get Clear About Blended Learning

April 27, 2010 By Gail Leave a Comment

The definition

Often definitions of blended learning employ culinary metaphors; you may not be a cook but you probably eat, so these terms should be familiar to you!

a mixture of ingredients which make the ideal dish,
a variety of drinks whisked together to form a cocktail,
a list of dishes put together to form the ideal menu.

Does this difficulty of agreeing a definition devalue what blended learning is or does this infinite variety offer the best and most flexible way of responding to a learner’s needs?

To summarise most current thought there is no ‘one size fits all’ approach and it really is a case of “horses for courses’!

When we say ‘traditional’ we probably mean F2F, classroom based training, right? Well, I’m not saying do away with F2F altogether OR go over to a complete e-learning system.

Managing a Call Center’s Difficult Customers Through Transactional Analysis

April 26, 2010 By Gail Leave a Comment

Call center agents often experience unpleasant interactions with their customers. As call center outsourcing providers follow the rule of the customer being always right, they find themselves in a hitch of what to do next. To understand the behavior of customers in a better and scientific way, let us follow Transactional Analysis (TA) which is an integrative approach to the theory of psychology and psychotherapy.

This approach works on the physiological structure of customers and is based on one of the best model of theory of personality which is Ego-State Model.

This Ego State model has three phases which are parents, adults and children ego states.

How to Deal With an Uncooperative Employee

April 26, 2010 By Gail Leave a Comment

This can be many manager’s worst nightmare – a worker who is difficult and starts to drag down the entire team. In this article, discover the options you have in dealing with such a troublemaker.

The Dangers Of A Troublemaker

A single disruptive influence can be very costly for a team, a department and potentially even an entire company.

The most common type is a slacker. The type of person who does very little work and barely reaches the minimum. In many ways, these are the easiest to “dispose” of and encourage to leave.

But much worse are those who openly argue with management. These are a very serious case and can lead to similar behavior from other employees or, at the very least, lowered morale.

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Customer Care Techniques on Handling a Difficult Customer

Outsourcing – The Benefits of a Call Center and LMS Training

3 Simple Steps to Shorten Call Times and Drive Up Sales

Call Center Workers Lifestyle – The Ups and Downs

Inbound Call Center – For Customer Complaints and Inquiries

Call Center Jobs – Responsibilities and Perks

Call Center Script – Effective Way to Increase Conversion Rates

7 Ways to Save Money on Training

How to Get the Best Out of Your Workers

Managing a Call Center’s Difficult Customers Through Transactional Analysis

How to Deal With an Uncooperative Employee

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