Call Center Performance Workbook

11

Corrie Woolcott, HCS

[email protected]

Customer Service Representative Customer Service Representative

Call Center PerformanceCall Center Performance

GOALS and OBJECTIVESGOALS and OBJECTIVES

Acquire new skills, tips, techniques as it pertains to phone conversations

Develop and improve call performance

Learn how to be pro-active in handling phone conversations

Learn the 8 steps to call success

www.ManageYourPerformance.com

VALUE PROPOSITIONVALUE PROPOSITION

What’s In It For You?

This ecourse will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you are:

Increased confidence from having the right tools.

Reduced stress by better handling challenging situations.

Increased job satisfaction from doing something well.

That great feeling you get inside from helping others.

Increased value to your employer


PICK YOUR TARGET PICK YOUR TARGET

ManageYourPerformance.com reminds you when an irate caller

launches a verbal assault. The caller is not deliberately upset at

you personally.

In 99% of the cases, the real target for this frustration is due to

some communication breakdown in the call, transfer of information,

an un kept promise, missed commitment or deadline, system

malfunction….


Definition of RAPPORT:A relationship of mutual understanding or trust and agreement

between people

wordnetweb.princeton.edu/perl/webwn

Create a Supportive Environment

BUILD RELATIONSHIPSBUILD RELATIONSHIPS

Are you….

Understanding

Compassionate

Supportive

Concerned

Considerate

Actively Listening


SKILL isSKILL is…………

The ability to use one’s knowledge effectively and readily in execution or performance.

SKILLSKILL


Develop good listening skills…

Are you Attentive

Are you Understanding

Are you Detecting Hidden Messages

Are you in control of your Tone

Are you Acknowledging your customer

LISTENING SKILLSLISTENING SKILLS


Your Persuasive Ability depends on:

What you say

How you say it

When you say it

Identifying a need (Caller’s request)

Identifying a benefit (Alternate choice or process)

How you promote & sell yourself

KNOW HOW to PERSUADE &KNOW HOW to PERSUADE &

INFLUENCEINFLUENCE


Speaking Skills

Enunciation

Adult Tone

Good Pace

Eliminate Sarcasm

Eliminate Slang

Good Diction

Eliminate Jargon

Sound Bite

SPEAKING SKILLSSPEAKING SKILLS


Product Knowledge

Become a Superior Product Expert

Learn & Practice Call Scripts

Learn Everything about Product Features

What are the Benefits for your Client

Probe for Details & Ask Questions (Be a consultant)

Recommend a Customized Solution for their needs

Be an Advocate for the Product and your Company (Be your biggest fan)

KNOW YOUR PRODUCTKNOW YOUR PRODUCT


Hear without judging and assumingHear without judging and assuming

Notice feelings like:Notice feelings like:

AnxietyAnxiety…….. Fear.. Fear…….. Excitement.. Excitement……..Distress..Distress……..Anger..Anger

Do not allow yourself to jump to conclusionsDo not allow yourself to jump to conclusions

Find the right key emotional driverFind the right key emotional driver

+ = YOUR Personalized

Response

Sound Interested

LISTENLISTEN


Say “Please and Thank You”

Use the Customer’s Name to Build Rapport

Leave the Customer Satisfied

Make the Customer Feel Right to do Business with You

Give a Phrase of Assurance, Speak with Confidence

Provide Superior Service Consistently

Always Hang Up Last

MANNERS & PROFESSIONALISMMANNERS & PROFESSIONALISM

What is your approach?


Lack of Knowledge

Skepticism

Customer Has His/her Own Reasons

Lack of Understanding

Other Priorities

Navigate your way through the call

WHAT ARE OBJECTIONS?WHAT ARE OBJECTIONS?


Procrastination

& Timing

Procedures

& Process

System

Limitations

Product or

Service Failure

Personality

Conflict & Past

Experience

Types of

Objections

TYPES of OBJECTIONSTYPES of OBJECTIONS


DO it RIGHTDO it RIGHT

When You use the name of the person

When You make a great recommendation

When You ask the right questions

When You demonstrate professionalism

When You accurately process a request

When You speak like an expert

Creates a High Performing Results Driven Culture

Do the Right Thing,

the Right Way,the First Time

SMART

Specific, Measurable, Achievable

Reliable and Timely

EffectiveCommunication

CustomerFocused

Lower H

elpDes

k Trans

fers

Higher

Service

levels

1stCal

l Resolu

tion

GetBet

ter Resu

lts

Minimiz

ed

Errors

www.ManageYourPerformance.comwww.ManageYourPerformance.com

1.1. Build RelationshipsBuild Relationships

2.2. Continuous Skill Development Continuous Skill Development

3.3. Listen without Judging & Making AssumptionsListen without Judging & Making Assumptions

4.4. Speak with Good DictionSpeak with Good Diction

5.5. Develop your Product & Systems KnowledgeDevelop your Product & Systems Knowledge

6.6. Handle Objections with Persuasion and InfluenceHandle Objections with Persuasion and Influence

7.7. Be a TRUE ProfessionalBe a TRUE Professional

8.8. WrapWrap Up & Complete the CallUp & Complete the Call

8 STEPS to CALL SUCCESS8 STEPS to CALL SUCCESS


Documents

Call Center Performance Workbook