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The Call Flow

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English4callcenters .com

on 17 July 2015

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Transcript of The Call Flow

I'm successful in all I do!
I speak with confidence and fluency!

Motivation
Lets watch this video and discuss what we were able to understand
Probing Questions
Empathy
Additional Assistance
Closing
Greeting
Acknowledgment
Objectives
Mental Training
Define and describe what is a Call Flow.
Describe the consequences of not using effective call control.
Demonstrate the ability to apply the call flow structure through role plays.
After this lesson you will be able to:
The Call Flow
Thoughts
What are you thinking when you say these positive affirmations? What Ideas come to mind?
Grammar Review
Your coach will explain the difference between should, could, and would, now you give an example to your class.
This is the most important part of the call, branding yourself and the Company. eg.
Hello, thank you for calling E4CC my name is John, how may I help you?
Use SHOULD and SHOULDN’T for advice.
Use COULD and COULDN’T for ability in the past.
Use COULD for possibilities in the future.
Use COULD to make polite requests.
Use WOULD and WOULDN’T to talk about unreal or unlikely situations.
Use WOULD YOU LIKE to make polite offers.
Paraphrase the customers concern in your own words. For example " I understand your calling about the package you haven't received." Is this correct?
What is the purpose of asking probing questions?
To clarify
To get more meaning
To draw out and expand on a topic

What is the difference between:
What is Empathy?
Reassure the customer once again that you are there to help, doing this will help you with first call resolution. Address any possible future concerns now.
Recap your call whether transferring or whether the customers issue was solved or not, this proves to the customer that you did what you could. End your call with the same friendly tone you had from the beginning that will make you sound even better.
Role Play
Partner up and select on of the following role plays.
put in practice all the steps of the call flow.

1. Customer calls and tells you there is $23.35 fee on his phone bill. Explain to the customer that last months phone bill of $235.56 was paid late. and there is a 10% late fee

2. Customer calls and tells you that the last agent she talked to hung up on her. All she needed was the date of her last payment which was made on the 7th of last month.
Don't be afraid to ask your customers to repeat themselves, it would be better to ask them first then do it at the end of the call.
Call and ask for the address and phone number of a restaurant.

30 Minutes

Your coach will explain to you the proper way to greet a customer.
Acknowledgment means: recognition of the existence or truth of something. giv
Do not ask them if that's their problem but rather confirm their issue.
Your Coach will give examples of probing questions such as: Could you please tell me more about… I'm not sure I understand. giv
Discuss with your coach some of the phrases you can use to show empathy. eg. “I can understand how frustrating it is when your computer breaks down.” give
Practice the following positive affirmations with your coach
The customer needs to feel that you have done everything in your power to assist him or her. Even if the answer they received is not the one they expected. eg.
“As much as I'd love to help Mr. Davis the payment would need to be made before the service is reactivated.
Would you be making your payment today, or is there anything else I can help you with?”
Full transcript