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Call Centre Skills

Call Centre Skills

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Call Centre Skills

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  1. Call Center Skills

  2. Course Objectives By the end of this course participants will be able to: •Understand what a call center is •Clearly understand the skills and knowledge required to work in a professional call center •Be able to create stronger connections with customers thereby enhancing rapport with customers. •Overcoming telephone anxiety and becoming confident in fielding customer calls •Become the best call center agent

  3. Welcome •Welcome to Dial A Delivery call center. We’re glad you are here and we would like to get you up to speed with the goings on at our call center. •In this class you will learn our center operations, the way we want things to be done.

  4. What is a call center? A call center is central department where phone calls from current and future customers come through. Most call centers deal with Inbound and outbound calls, ours deals with both. A call center can either be: •Inbound •Outbound or •Both

  5. Types of Call Centers

  6. How Call Centers Started •When they got started call centers were used for telemarketing meant to sell products over the telephone. Over the years they have evolved to become transaction centers, places to get service , support and products. In turn customer service has become extremely important. •Call Centers rely on telecommunications and computer technology. Which are: Dial system Automatic call distribution Predictive dialers

  7. Dial A Delivery Call Center •At dial a delivery we have developed a unique way of doing things. Our primary focus is our customer needs. Our customers have these needs: 1.Knowledgeable customer service reps 2.Accurate order taking 3.Clear communication 4.Speedy delivery 5.Hot Food

  8. Dial A Delivery Call Center •Knowledgeable customer service reps – Know your products, Know prices, provide accurate information to the customer. •Accurate order taking – Be clear in your communication, repeat the order to the customer. Make sure you are on the same page with your customer. •Clear communication – be audible, don’t eat or drink anything when talking to the customer. DO NOT LIE to the customer •Fast Delivery - Food must be delivered within the promised time frame, no one wants to eat cold food. •Hot food – No one wants to eat cold food. We aim to make sure customers get their food while hot.

  9. Our goals at the call Center Our call center has several associates working within the call center as well as at store locations. • Associates working within the call center are referred to as customer service representatives • Associates working at the store receiving orders and directing events at the site are referred to as Site Agents •Delivery personnel are referred to as riders

  10. Call Center Environment •Dial A Delivery call center is a fast paced customer service environment. Call productivity is the most important thing in running our call center. The more calls a rep takes the better. •CSRs must be self disciplined and have the ability to manage challenging calls and cope with the resulting stress. •A CSR can answer up to 100 calls per day •CSRs are monitored to measure performance as well as to ensure proper procedures are followed. Monitoring calls also helps identify training needs.

  11. Call Center Operations •Some CSRs may find a call center environment a stressful environment to work. Call volumes, feedback, call monitoring by managers as well as a structured schedule can sometimes intimidate others. •Every single minute is money in a call center, proper schedules should be followed. It is important for CSRs to stick to schedules. •They should be able to multitask.

  12. Call Center Operations Call Center Equipment •Computer •Software – 3 Degrees call center application •Telephone system •Chairs and desks •Cubicle

  13. Call Center Operations Call Center Equipment •Computer •Software – 3 Degrees call center application •Telephone system •Chairs and desks •Cubicle

  14. Who is who • Dial A Delivery Operations Manager • Call Center Manager • Call Center Supervisor • Call Center Associate • Site Agent • Rider • Store manager • Assistant manager

  15. Operations Manager • Dial A Delivery Operations Manager He is the overall in charge of the of Dial A Delivery. He ensures that everything is running smoothly and is answerable for every activity of the business. Your direct manager is the is the call center manager and is the one you communicate your needs to.

  16. Call Center Manager • Call Center Manager She is responsible for both the call center and the sites. Most of the issues at Dial a Delivery are run through the center manager. If you face any challenges this would be your contact. On a daily basis you will interact with the call center supervisor. More about that in the next slide.

  17. Call Center Supervisor • Call Center Supervisor Each shift is run by a call center supervisor. The supervisor is responsible for her shift. Any challenges encountered on the shift should be directed at the shift supervisors. Most of the areas the shift take care off, follow ups, solving customer complaints, follow up reports.

  18. Call Center Supervisor • Call Center Supervisor Each shift is run by a call center supervisor. The supervisor is responsible for her shift. Any challenges encountered on the shift should be directed at the shift supervisors. Shift supervisor duties include but not limited to; follow ups, solving customer complaints, follow up reports.

  19. Call Center Associate • Call Center Associate For the call center to function well, it requires Reps on the phone. Knowledgeable call center reps interact with the customer at a higher level. Some of the call center reps duties include answering calls, solving customer complaints among others

  20. Site Associate/ Agent • Site Associate/Agent When it comes to the sites an agent is responsible for the day to day running of the site. He/She is responsible for • Verifying availability of stocks • Ensuring availability of change • Making sure site has adequate drivers • Getting orders to the customers in a timely manner For more information on site agent duties please refer to Site document

  21. Rider • Rider A Rider’s primary is to deliver food. He is directly supervised by the site agent. A biker manager is at hand to resolve most biker challenges. Riders are required to deliver food in a timely and friendly manner

  22. Store and Assistant manager • Store and Assistant manager To create a solid business, we should create strong collaborative relationships with managers in the stores. We should leverage these relationships to ensure a smooth operation of our delivery service. Managers help solve any challenge that our sites may encounter. Reach out to them for any product challenge you may have.

  23. Call Center Security Your safety is our concern. Call center associates are the only associates allowed in the call center. For that reason the call center is only accessible by fingerprint validation. • Do not let anyone you do not know into the call center. • DO not tell the customers the location of the call center

  24. The business of delivery Our goal is to satisfy our customers and create repeat business. In the next module, you will learn in detail about customer service.

  25. Quiz

  26. Question 1 Who is in charge of dial delivery? Zed Everyone is equal Store Manager Operations Manager

  27. Correct Next

  28. Wrong Back

  29. Question 2 What is a call center A department store A type of calling card A fast food ordering joint A center to receive customer calls

  30. Correct Next

  31. Wrong Back

  32. Question 3 What type of call center is Dial A Delivery? Outbound Dial a Delivery Inbound Blended

  33. Correct Next

  34. Wrong Back

  35. Question 4 Which store do we not deliver from? Chicken Inn Rocomamas African Delights OC

  36. Correct Next

  37. Wrong Back

  38. Question 5 What equipment is not used in at a call center? Cellphone Headset Desktop computer Cubicle

  39. Correct Next

  40. Wrong Back

  41. Question 6 What equipment is not used in at a call center? Cellphone Headset Desktop computer Cubicle

  42. Correct Next

  43. Wrong Back

  44. Question 7 Our call center delivers Chicken Inn Pizza Inn Steers All of the above

  45. Correct Next

  46. Wrong Back

  47. Question 8 A site agent is responsible for The Drivers Change issues Order accuracy All of the above

  48. Correct Next

  49. Wrong Back

  50. Question 9 Our promise to the customer is Get the food to customer fast Get food to customer in under 30mins 45mins or your money back Get food from any store of your choice

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