Call centre excellence

Help desk management and customer delight:

Dr. K. Kuhathasan CEO Cenlead

The telephone industry is making rapid strides in developing advanced technology, and the telephone will play an ever increasing role in our lives in the future. But this doesn't eliminate the human factor. It only underlines the importance of developing professional telephone skills.

As technology improves and the business use of the telephone increases, the demand for people who are skilled and professional in their use of the phone will also increase.

Hundreds of millions of telephone calls are made every day. A high percentage is made in connection with business and of that huge number, a large promotion are between individuals who have never met each other. An increasing number of calls is made from mobile phones when one or other (or maybe both) parties are away from their desk.

Calls are made to gain or give information, to discuss and resolve problems, to seek and give advice, to make arrangements, and to persuade the listener to take some action.

Many calls are unsatisfactory, leaving one or other party feeling uneasy or irritated (or worse). Quite often the reason for this was not the content of the call but the way it was conducted.

One party failed to observe the normal etiquette that most of us have come to regard as acceptable. Someone handles us badly - we stop listening. The sequence is only too familiar.

You can hear a smile

When people can't see you, your tone of voice becomes important. When you are feeling frustrated or angry, that negative emotion collects in your voice. The person on the other end of the line hears it even though you may be unaware of it yourself. As a result, the person with whom you are speaking does not trust you as easily. He or she may waste your time with demands for more details and verification, will not be as cooperative or receptive to your suggestions, and may even call back to gain reassurance. Your anger and frustration will escalate, collecting in your voice and adding to your stress.

The best way to eliminate the problem of allowing your stress to "show" is to make a conscious effort to project a pleasing, crisp voice tone. It takes patience and practice but once achieved it will do so much to save you time, solve problems, and increase your productivity on the telephone.

When your calls are well organized, you will notice that your calls get shorter and sweeter. Your energy invites others to be at their best. They are likely to think more clearly. Your tone attracts people's interest. You get their full attention.

Planning calls

Whether you are making or receiving calls, the key to managing them well is preparation.

You do not necessarily need to plan extensively or in great detail, but it is useful to know something about who you are talking to, when you speak to them and from where, what you will say and how you will persuade them to do what you want.

Much of this can be worked out in your head and, thereafter, it will become an accepted practice.

Concluding

Generally, you should conclude a conversation by outlining what has been discussed, encouraging the other person to agree with it and making it as easy as possible for them to do so. Tell them what will happen next, for example, 'So, we're agreed on a 10 percent discount then, Mr. Sunil Good.. I'll get the brochure and order from off to your today by post, and ask Suresh to call on you on Friday to finalize everything. Nice to speak to you again, Mr. Sunil We'll talk again soon.

Pre planning by the caller

Know the specific purpose of your call.

Know the name and designation (if pertinent) of the person you are calling.

Consider the best time to phone, from the standpoint of that person and of your company.

Usually, avoid calling just before lunch or at closing time. If you are calling overseas, be sure to consider time at the other end.

Plan your opening statement what is your Introduction? What is the body of the message? How would you conclude?

Jot down the questions you need to ask. Try to limit your call to one main point. If you are calling to sell something, know your sales psychology and have factual suggestions for listener benefits.

Have paper and pen handy for note - taking; also place near the phone any figures, files former correspondence, or whatever may be necessary for reference during the conversation.

Behavior during the telephone conversation

When you are the Caller. Introduce yourself,and if you are calling overseas, say so at the beginning. Secretaries are more willing to interrupt their bosses if they know you are calling from overseas. If the person whom you are calling is not in, ask whoever answers the phone for the best time to reach that person. Or you can leave a message with your number and time to have your call returned.

When you answer a phone call With a clear, pleasant voice answer promptly, usually with your name and department. If you are answering for your boss you might say, "Mr. Silva's office. This is Saro. May I help you? If Mr. Silva happens to be in another office, you might transfer the call (with the caller's permission) or suggest when Mr. Silva can be reached in his office. The tone of your voice, your language, and courtesy to the caller can often create impressions that are critically important for personal and organizational success.

When you record on a recording device. Many business and professional persons now use a recording device when they do not wish to answer the phone or when they are absent from their office. "I am not available right now, but when you hear the tone, please leave your message, name, the date and time you called and your phone number; I will call you later" is a sample recording.

Checklist for telephone communication

At the beginning of your conversation with the desired person, smile. Though you listener cannot see you, the tone of your voice will sound more pleasant when you smile.

Establish rapport Preferably with some item of interest or benefit to your listener.

State the purpose of your call and proceed - with a clear, enthusiastic voice to one of your questions or to your main point, unless it is bad news that should come only after other material has been tactfully presented. Good news first bad news last.

Listen to the other person's views ideas, and suggested solutions; don't interrupt. Listen also for the tone of the other person's voice; if it sounds annoyed, negative, angry, try to be helpful without arguing immediately.

Before closing restate the main decisions, if any, that were made, and check that your listener agrees with your statements.

Thank your listener

Effective use of the telephone

Before making the call, jot down any notes or questions to cover important points which need to be raised and keep those and any supplementary material close by.

Check that the number to be called is correct - incorrect connections cost money!

Choose an appropriate time for making the call and plan to avoid possible distractions during the call.

Give a polite greeting and identity yourself.

If the person you wish to speak with, is not available, leave your name, telephone number, briefly explain the purpose for the call and be specific about when you can be contacted.

At all times speak clearly and cheerfully, because the spoken word can easily be inaudible, misheard and therefore misinterpreted.

After the call, make any notes which are important to the message that has been communicated. You may need to refer to them later.

The dos and don'ts of telephoning

(a) Do..........

* Answer calls promptly

* Always have pen and message pad handy

* Answer with the appropriate information, e.g.,

* Extension 340. Perera speaking

* Speak into the mouthpiece

* Speak pleasantly and distinctly

* Try to recognize the voices of people you should know and use their names.

* Obtain the caller's name

* Assure people who may have to wait for information that they have not been forgotten.

* Give callers the chance to ring back rather than wait.

* Take messages correctly, write them out so that the recipient will read them easily and put them where they will be seen

* Exercise self-control when callers are annoyed or impatient know enough about your organization, e.g., to re-route calls that have been put through to you in error.

* Exercise discretion

* Have the same courtesy and consideration for everyone, from your most senior executive to the caller making a frivolous complaint,

* Admit it when you do not know the answer to query

* Leave instructions when you are expecting a call and have to go out of the office.

(b) Don't....................

* Misuse the instrument

* Use slang or jargon

* Sound curt or rude

* Ask first 'who is speaking?' before saying that the person required is out

* Carry on a conversation with someone else in the room.

* Call across the room to someone who is wanted on the telephone without covering the mouthpiece

* Lose your temper

How to minimize personal calls

The most complicated interruptions are often the personal calls. Because the conversation is close to home, it is easy to let a personal call run longer than you expect.

With the spiralling costs of telephone service and people's time, everyone is paying more attention to these costly interruptions.

Here are examples of gracious and effective phrases to avoid too many personal calls:

"I want to hear all the details. What is the best time to call you at home this evening so we can have a long talk?

"It's good to hear your voice. It is difficult for me to talk right now. Let's set a date for lunch this week so we can chat without interruptions."

"I'm glad you called about your new job, and I want to hear all about it. I am under a lot of pressure right now. When is the best time to call you back, after 5.00 p.m.?

Friends and others who are in the habit of calling you at work to chat will soon get the message that the best time to talk to you about personal matters is not during working hours. And at the same time, they will be reassured by your friendly style.

Adopt a more friendly way

Avoid saying Friendly substitutes:

"You have to..." "Will you please..."

"You should have..." "Will you please..."

"I'll try..." "I will..."

"You made a mistake" Will you please....."

"Your complaint" "Your question"

"Your problem" "Your situation"

"You can't..." "You can.."

"We can't... "You can..."

"As soon as possible" "Before o' clock"

"I'm just..." "I am..."

"There's nothing I can do" "I will (list actions)

"Why didn't you "Will you please..."

When people can't see you, your tone of voice becomes important. When you are feeling frustrated or angry, the negative emotion collects in your voice. Let the receiver heare a "Smile" in your voice.

When you are making or receiving calls, the key to managing them well is preparation. Plan your opening statement well! Jot down the questions you want to ask.

Have a pad and pen ready for note taking.