Introduction To Call Center

What is call centre or B.P.O?

Call centre is also known as B.O.P (Business Process Outsourcing).

Some of the big company like IBM, DELL, Wipro, AMX( American Express) in U.S.A , U.K. , Australia they set up there offices in country like India, China, Nepal etc , to minimize there operation cost. So they setup there office in Asian country.

Because if they have office in U.S.A, U.K there operation cost will be high so minimize there cost they set up office in Asian country like India, China, and Nepal.

There are 3 types of call centre

1. Inbound
   

   i)
   Customer Care: - This type of call centre will only help to find some phone number. They do not sell or promote any product. e.g. Like NTC & Mero Mobile Customer care centre.
   

1. Out Bound
   
   1. Tele – Marketing
      
   2. Sales & Promotion
      

      : - This type of call centre they sell & promote the product through telephone. They call to different business organization.
      

1. Tele- Marketing
   
   1. Web Base Solution
      
   2. Date –Entry
      
   3. E – Mail Forwarding
      
   4. Web Chatting
      

      : - This type of call centre or B.P.O. they are non voice organization. They don't call to different business organization. They help solve through e-mail forwarding, chatting. E.g. In so website they have online Live helpline or solution, so that when customer want to know anything they simply go online and chat for help.
      

Quality and Attributes of CSR (Customer Service Representative)

1. Right tone of voice
   
2. Polite, patient and courtesy
   
3. Confidence
   
4. Active Listening
   
5. Good communication skill
   
6. Thorough product knowledge
   
7. Convincing power ( repo building)
   
8. Smart Approach
   
9. Smile
   
10. Empathy
    

1. Right tone of voice:-
   

   
   When we talk to customer we should have a right voice. Neither we talk too high nor too low. If we do that the customer will feel uncomfortable and may hang off the phone so when we talk to customer we should have a right voice peach.
   

   
   

2. Polite, Patient & Courtesy:
   

   While we are talking to customer we should be polite, patient and have courtesy and ask the right moment to call them back.
   

   
   

3. Confidence:
   

   While talking to customer we should have confidence and we should speak with confidence.
   

   
   

4) Active Listening:

Should have a good listening power.

1. Good Communication Skill:
   

   Should have a good communication skill while talking to customer.
   

1. Thorough Product Knowledge:
   

   Should have good product knowledge. Should never say bad about other company product.
   

   
   

2. Convincing Power:
   

   Should have a convincing power with polite conversation.
   

   
   

3. Smart Approach:
   

   Should be smart enough to approach to the customer to make him or her to pay the product which your are selling.
   

4. Smile:
   
   Should have a smiling voice to attract the customer while you are talking to the customer.
   

1. Empathy:
   

   Should able to give immediately information on a right time. Should never sound nervous and panic while giving the information. Should be confident while giving the information. Otherwise the customer will feel uncomfortable if you are giving the information with nervous.
   

   Structure of Call Centre Management
   

   
   

1. Operations Department:
   
2. Technical Department:
   
3. Quality Department ( Monitoring Call)
   
4. M.I.S Department : ( Management Information Department)
   
5. Cafeteria
   
6. Transportation Department
   
7. Human Resources Department
   
8. Finance Department
   
9. Training Department
   
10. Medical Department
    
    

Steps of Tele – Marketing

1. Introduction
   
2. Benefits & Features
   
3. Charges
   
4. Bank – Details/Personal Information
   
5. Close
   

INTERVIEW TECHNIQUES

80% = Personality/ Attitude/ Body language/ Confident/ Age

20% = Qualification / Experience

Dress Code = Formal Dress

1. Introduce yourself
   
2. What is a call centre?
   
3. Why do you want to apply for call centre job?
   
4. What are your strength and weakness?
   
5. Why should I select you?
   
6. What would you do if I reject you?
   
7. What is your future ambition?
   
8. What are the qualities to become a effect C.S.R?
   
9. Complete a story
   
10. What is your salary expectation?