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Posts Tagged ‘Center’

Tower Life Transforms Its Call Center with Zeacom Platform
Tower Life has transformed its legacy call center into a true contact center through the integrated capabilities of the Zeacom Communication Center platform.

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Boston police unveil new ‘Real Time’ tech center
Boston police today unveiled a new fusion center aimed at providing officers with crucial data from surveillance…

Read more on Boston Herald

HOPE Center service club has first meeting
HOPE Community Center members now have a new way to serve their community. Kiwanis Club chapters in Adrian and Tecumseh have helped organize a similar organization at the Adrian-based center for adults with disabilities. The HOPE Center’s Aktion Club had its first meeting Friday. The name of the club is purposely spelled the way it is, with the “k” representing “Kiwanis.” Aktion Clubs are …

Read more on The Daily Telegram

OnState Releases Winter ‘10 Version of Its Virtual Call Center Software Solution
Updated Version Helps Increase Customer Service and Responsiveness Through Easier Employee Management and Reporting

Read more on PRWeb via Yahoo! News

Call centers provide a variety of services to organizations and customers.  Call center services such as, handling queries, orders, complaints, technical support to customers are handled through telephone. In today’s world, the use of call centers is increasing as businesses expand and the products and services become more complex. So proper training is essential to make call center services easy.

Customer service skills

To grow and to be a leader in call center, it is essential that we should focus on some of the customer servicing skills. Customer servicing skills include language skills, listening skills, problem solving skills, professionalism, task orientation, initiative and pro-activeness.

Language skills

Communication skills and language skills play a vital role in call center industry in order to deliver ideas to others. Multi language skill gives an opportunity to interact with many different customers across the globe and therefore organization gives priority to multi language skill.  To tackle challenging customer service scenarios, your vocabulary should be excellent. To improve your vocabulary and conversational skills, please make a note of new words whenever possible and practice watching television news. Grammar and sentence structure should be correct and meaningful.

Listening and problem solving skills

It is always good to listen to customers, as it paves the way to understand the customer easily and probe them with right questions.  Leave the customer to vent and understand the situation of the customer’s issue you are dealing with.  Your ability to probe the customer will be the key factor to provide right answers.  Agents should always have a commitment and desire in resolving these issues.

Professionalism and task orientation

Every company posses its own policy and it is the duty of each employee to strictly follow the policies and rules. When a customer speaks some thing unrelated to the subject, we should immediately inform customers of our policies. At the same time, we need to be friendly and courteous to build rapport and relationship with the customer.  Professional behavior would surely leave the customer with positive feeling.  Always try to prioritize your tasks and give more importance to issue resolution and task completion.

Initiative and Pro-activeness

Customer might argue or give some ideas for the improvement of the product or company.  We need to be proactive to accept the ideas or mistakes if any and apologize for the inconvenience caused. Proactive method can help to build relationship with the customer.  There might be a situation where the issue would be more technical and we may not be aware of the resolution.  In this situation, one can take initiative to learn things quickly from the technical team to provide resolution to the customer. Finally, by learning all the above mentioned skills one can easily start a call center and become expertise in providing customer service.

Center to mark 50 years of work
Puongpun Sananikone studied at the University of Hawaii and the East-West Center in the mid-1960s; today he is the first alumnus to serve as chairman of the Center’s Board of Governors.

Read more on Honolulu Star-Bulletin