A call center is a physical place where customer and other telephone calls are

handled by an organization, usually with some amount of computer

automation. Typically, a call center has the ability to handle a considerable
volume of calls at the same time, to screen calls and forward them to someone
qualified to handle them, and to log calls. Call centers are used by mail-order
catalog organizations, telemarketing companies, computer product help desks,
and any large organization that uses the telephone to sell or service products
and services. Two related terms are virtual call center and contact center.

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2015 Margaret Rouse

http://searchcrm.techtarget.com/definition/call-center

A call center is a centralized office -- or facility -- that is equipped to handle large amounts
of customer telephone requests for an organization. A call center handles all telephone
communications with new and existing customers. A call center facility provides ample
workspace for a large number of employees, typically referred to as "call agents," to
administer telephone-based communications with customers.
Call centers may also use a call center suite which includes tools for telephone switch
functionality, intelligent routing, automatic call distribution, interactive voice response
(IVR), outbound dialing, voice mail and other components.
Large organizations may choose to outsource its call center services, as a call center will be
able to provide the systems and trained workforce to provide quality service to customers.

Vangie Beal
A type of call center that is designed to receive a large volume of requests -- or
inbound calls -- from customers by telephone. Inbound call centers typically
handle telephone requests for product or technical support, account assistance,
sales, subscription management, billing and other inquiries from consumers.

A type of call center that is designed to send a large volume of requests -- or outbound calls
-- to customers by telephone. Outbound call centers typically handle telephone
communications for sales, account upgrades, subscription offers, telephone marketing and
debt collection. http://www.webopedia.com/TERM/O/outbound_call_center.html

1. 1 how to be a call center

agent. Steps
Understand what the job involves. Working in a call center requires discipline to
follow a flexible schedule, communication skills and the ability to multitask. You
will have to help out customers while following your company's policies, and you
will need to build up character to deal with upset and difficult customers.
2Edit step

2
Learn to use a computer. You need to be comfortable with most desktop
environments and be able to type fast on a computer. Also, you need to know
enough about a computer that using new software takes the shortest time for you to
adapt yourself.
3Edit step

3
Develop your communication skills. You need to work on speaking slowly,
without stuttering, using a professional tone of voice that reassures and calms down
the customer, to show them that you are in control of the situation. Remember : you
are the person to help out the customer. The customer does not have control of the

call as they are calling for help and therefore do not know as much about your
company and the system you use as you.
4Edit step

4
Learn to be on time. This may not seem very important, but call centers are very
strict on punctuality. You need to arrive at work on time (most call centers will
require you to come early to log in to your system or get ready to take calls) and
take your breaks when your schedule gives them to you. This allows the call center
to run with a maximum of agents ready to take calls at all time. So please, do not
give to the temptation of taking your breaks with the cute guy who sits two rows
away from you.5Edit step

5
Stay up to date with your company's activities. Whether you work for a bank or a
cellphone company, it is essential to be aware of the latest changes in the policies or
the products offered. If your supervisors don't let you know about those changes,
they might assume that it is your job to keep yourself updated (and they're right !).
Frequently check your company's website and the internal memos that are sent to
you.
6Edit step

Take time to breathe. Working at a call center can be very demanding, both
emotionally and intellectually. Go out with your friends on the weekends, stay with
your family and generally take time to yourself whenever you can. Even if you're
the shy type, try to have social interaction outside of your workplace. This will
allow you some distance, which is necessary for a good performance at work.
7Edit step

7
Learn from your supervisors. They did your job before and they know how hard it
can get. Even though they can seem distant at times as they have to deal with a lot
of agents, try to talk to them if you have breaks together and ask them advice on
how to get better at your job. Most of the times they get commissions on their
agents' performance so they will be glad to help you.
8Edit step

8
Work ! The job might seem hard enough at first that you'll want to quit. Don't let it
bother you. Try to complete your training and then work a few months. Understand
that if you only stay a few weeks at the job, you won't be able to put it on your
resume as it will make you look unprofessional. So don't waste your time by
quitting too soon. After a few months, you'll get the hang of it and will master the
software as well as the customer service part of the job perfectly. But you have to
give it time and work on it.

2.

Approach the job with enthusiasm. Even though the job may seem hard, go in
every day with a sense of optimism. Remember, it may seem hard at first, but once
you complete your training and have been on the job for a few months, youll
master everything about the role, from dealing with customers to the related
software.

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http://www.wikihow.com/Be-a-Call-Center-Agent

2015

Tips for a successful phone call: the opening line By | July 26, 2012 This article is based
on the free eBook telesales Are you one of many who are put off by hearing the
phrase cold calling? No matter whether you are calling someone for private or
business purposes it is always helpful to know how to start a conversation on the
phone. This is why weve collected a few facts and phrases that can help you start a
call effectively from a salespersons perspective. Take a look! You never get a second
chance to make a good first impression Your first contact with your prospect is of
tremendous importance, as it leaves the customer with a first impression of you. As
you might know, you never get a second chance to leave a good first impression. First
impressions are important because, in the first few seconds of a conversation, people
decide whether they rather like or they dislike the person they are talking to. Since
people usually do business with people they like, it is important to be liked by your
prospect in order to increase your chances to have his commitment at the end of the
call. At the beginning of a call, you have to introduce yourself and the company on
behalf of which you are calling. Below you can find a few examples of opening
sentences. Good morning, my name is _____________ and I am calling you on behalf of
_____________. Good afternoon, Im ___________ from ___________. Hello, this is
____________ and I am calling you from _______________. The first sentence should be
said in an enthusiastic and friendly tone of voice. - See more at:

http://bookboon.com/blog/2012/07/tips-for-a-successful-phone-call-the-openingline/#sthash.oETAMksc.dpuf

http://bookboon.com/blog/2012/07/tips-for-a-successful-phone-call-the-openingline/

by (ltconsulting, 2011) on July 17, 2011

How to open the telephone call effectively

Introduction
1. First impressions are disproportionately important on every call
2. The initial impact you make is within your control
3. Constant conscious effort is needed to maintain and improve your impact on
customers
These points are obviously most important on new calls and with developing contacts, but
are still very important for your regular customers, who will soon feel taken for granted if
you allow familiarity to breed contempt.
Never forget:

your regular customers are someone elses prospects

you will rarely have all their business

on every call there is something that you want to offer your customer

as a customer they will choose whether or not to buy

The Objectives of Your Opening

Remember that:

1. At the beginning of your call the attitude of the customer will vary. The same person
may be indifferent or antagonistic, suspicious and irritable or friendly, helpful and
interested.
2. Good buyers are busy people (beware the ones with time to spare)
3. Good buyers are often pre-occupied with business problems, and are usually
satisfied with things as they are, therefore it is your responsibility to open the
interview so that you achieve your objectives which are:
o To gain their attention
o To arouse their interest
o To gain their participation
o To be able to lead easily into the presentation

How to achieve your objectives

You should:

Relax and be natural (but not casual)

Smile (make it genuine and friendly)

Be enthusiastic (its infectious)

Be positive (never say I was just calling or nothing today?)

Put yourself in the customers shoes (how do you feel when you are interrupted)

Keep appointments made to call back at specific times (reasons are never excuses)

Remember their name and get it right

Be courteous and cheerful

Dont assume a welcome, earn it

What you say and how you say it

Voice and words can make sales or ruin them

Prepare your opening remarks carefully

Try to be interesting to the customer (talk about their needs)

http://www.totalsuccess.co.uk/telesales-opening-the-call/
Here are 4 Sales Closing Techniques you can use:
1. Get the customer to agree on the timeframe for something.
One way to find out how serious the customer is about making a purchase is by knowing what
their timeframe is. If you cant completely close the sale, at least attempt to get the customer to
share with you what their timeframe is for making a decision.
2. Close the customer on a couple of key features and benefits they do like.
By getting the customer to agree with you as to what it is theyre looking for and a few of the
key features and benefits, you will be armed now with information to follow up with them the
next time you meet.
3. Ask the customer what is keeping them from making a decision now, and regardless
of how they answer, ask them to further clarify their decision.
Your objective is not to challenge their thinking by being in their face. Rather, the approach is to
be sure both you and the customer are in agreement as to why no decision is being made.
Similar to the second point, knowing this allows you to understand how to proceed.
4. Attempt to close the sale using a future expectation.
Ask the customer if you were able to do x would they in turn buy it on y date. We refer to this
as the future expectation close. By putting this option in front of the customer, you can either
close the sale or understand better what is keeping the customer from making a decision.
Ask the customer to do something for you after you leave. One of the best ways to know
if the customer is truly interested is by asking them to be involved in the buying
process.
An example of this is to ask the customer to look at some information you plan to send them
shortly and then to respond to you with their opinion. Customers who are serious will do this.
Customers who have limited desire will not see a reason to respond.

This is a very effective technique you can use not only when a call stalls out, but also to verify if
a prospect is really a sales prospect or merely a sales suspect.
Want to be well-prepared no matter the sales situation you encounter? Be prepared with a
variety of sales closing techniques.
Copyright 2012, Mark Hunter The Sales Hunter. Sales Motivation Blog.

http://thesaleshunter.com/4-sales-closing-techniques-when-the-call-is-stallingout/

Contact center work can be stressful. So how can we ensure that call agents can
remain stress free?
Felicity Hunter asked a number of agents for their tips.
Working as a call center agent is renowned throughout the industry as being a
stressful business. However, there are ways to relieve the stress and get through
the working day without tearing out your hair.
Reporter Felicity Hunter went along to 2Touchs call center, based at Droxford Park
in Sunderland, and spoke to several workers, who revealed their top tips for
surviving the strain.

Learn to leave work at the call center door

If youve had a particularly bad day and the sales just havent come your way, then
do not dwell on your failures. Simply start afresh the very next day.
That is how advisor Alex Hindson, who has worked at the site for 11 months, deals
with hurdles she encounters.
It does drag you down if you arent meeting your targets, you arent getting the
sales and youve had customers shouting at you all day, said the 22-year-old from
County Durham.
You should go home and leave work at work and come back the next day and
start again. If its your attitude because youve been getting a bit sick then youve
got to start again, and start each call like its your first call again. The worst thing
you can do is take your stress home with you because youll only come in the next
day feeling the same and that wont help you change whats possibly been going
wrong.
Her colleague Simon Harrison, 33, from Washington, said: You have your bad
days and your good days like in any job, but in sales youve got to forget about the
bad days and drive on. You might have a bad week or a bad couple of weeks, but
youve got to learn to draw a line and start again, re-focus.
Be nice to the nastiest customers
Simons answer to dealing with a call centres most aggressive callers is: The
angrier they get, then the nicer you should be.
He added: If they are really going for it, just be nice to them. It stops you getting
frustrated and you can maintain a professional attitude. Eventually, when theyve
sounded off, theyll calm down.

If you were to speak in the same tone as them then you get stressed, its
unprofessional and the situation cant be defused.
Lorraine Pearce, 28, who has worked at 2Touch for five years as a sales advisor,
said she has even managed to get apologies from hot-headed customers by
speaking nicely to them.
Let them vent off, dont take it personally and then do your best to help them, she
said. Quite often, if you do it right you will get them saying, Im sorry I shouted at
you.
Bob Carr, 58, from Washington, said empathy is key and sarcasm is a major nono. He told Call Centre Helper: Tell them you will try and sort it out for them and
have empathy with them. Never talk sarcastically either, because that will just
make the situation worse.
When it comes to calming angry customers, a skilful use of language by your
agents could be very important. Here, we look into the words and phrases most
likely to defuse the situation and bring about a mutually agreeable reconciliation.
Read on for our analysis of the four main customer personality types, and our list of
suggested phrases for tackling these most difficult of characters. Of course, every
customer is unique, and some may show traces of two or more of the profiles
below. In these cases, a calculated mix of the phrases listed could help to pacify
the caller.
The Offloader

More often than not, this interesting caller will have no legitimate grievance against
your enterprise. Rather, he or she will have suffered a recent personal strain and,
without anybody else to vent to, will turn to taking their grievance out on your staff.
This frequently involves amplifying the most minor of complaints right out of
proportion.

This type of caller is among the most frustrating for a contact center agent; he or
she will likely have encountered legitimately furious customers in the past, and may
feel that to mollycoddle their Offloader is a waste of time and energy. Even so, the
caller should be taken as seriously as possible, and formally empathetic language
should be used at all times.
The following is a list of phrases best suited to this type of customer; note that the
words of particular importance have been highlighted for best results, these
should be repeated at various points throughout the conversation.
Some Words and Phrases that we can use.

Im so sorry that you feel this way, Mrs Brown

As a solution, may I suggest that?

What Ill do right now is

We really do appreciate this feedback, Mrs Brown

May I arrange for an update call, at a time most convenient for you?

Nichola Ansbro looks at five steps you can take to ensure your agents listen to and
understand every customer.
1. Recruit agents with an inclination for empathy and reassurance

The importance of customer empathy is part of our interview process. We can

teach new starters all they need to know about our business, but we need people
with basic good manners.
We want people who treat others how they expect to be treated, so, if someone
has a problem, the natural reaction should be empathy and reassurance. This
means when they are on the phone, the customer knows they have listened and
understood.

The best way to get this across is to repeat back what they have said and ask
questions.
2. Lead by example and treat all agents with respect

Team leaders and managers are crucial to the right behaviours taking root across
an organisation. If you treat your team members, colleagues and customers with
respect and empathy, it will naturally become part of your culture.
On the other hand, if you have supervisors who treat their team badly, who skive,
complain and whinge about customers, it will be no surprise that your call handling
agents dont give customers the respect and support that they deserve.
3. Agents should be able to adapt to customers individual needs

Often, a caller wants to be heard and wants to tell you everything, so a good call
handler should know when to be quiet, to let the customer get it all off their chest
and then work to resolve the problem.
Other people need you to take the lead and ask all the questions, so a big part of
empathy is being adaptable and gauging what each individual wants.
4. Teach behaviours not robotic phrases

Telling the customer you understand is vital and so is reassuring them that you can
take care of it. Once you feel someones taking care of you and wants to help,
everything else just seems so much easier.
Rather than teaching specific phrases, Id rather say there are key behaviors. We
score our teams calls and emails on making sure we apologize and reassure the
customer early on in the dialogue.
However, we are not specific on how the team should do this, as it needs to be
done naturally so the customer believes in what they are hearing.
5. Build your business around your core brand values

We have brand values and refer to these when we are considering policy or team
structures. They are a simple tool to make it clear to potential recruits, new starters
and visitors what we consider to be important.
They are all about treating each other (as well as the customers) fairly, celebrating
successes and learning from mistakes and then letting them go. Most importantly,
we stress the need to keep things simple.
They are not something we talk about every day, they are just something we have
in mind when we are changing or introducing something new.

Nichola Ansbro
When I took over as manager, it was hard having to retrain or readdress certain
behaviors and get the whole team up to a good standard. It meant dealing with
people on a one-to-one basis and making sure any new recruits fit this bill in terms
of their personal attributes and qualities.
We are still working hard on it, but we are much further on in creating a supportive
and collaborative culture in our contact center. This has contributed to the success
we have enjoyed in customer retention and satisfaction.
Nichola Ansbro is a Contact Centre Manager at Office Kitten
29 Apr 2015 - Filed under Management , customer experience, customer
interaction, customer satisfaction, empathy

http://www.callcentrehelper.com/how-to-build-customer-empathy-in-your-callcentre-74880.htm
Probably the most important key to providing top-notch customer support is empathy. What
better way to empathize than to acknowledge and to accept responsibility when your
customer has been let down? You guessed it: apologizing.
1) Validation

Make sure to apply this empathy during the act of apologizing by showing that you really
understand how and why this is affecting them. Validate and acknowledge that something is
a real problem. Probably the worst example of an apology is Im sorry that you feel that
way or Im sorry that you think Im not being clear. Simply put, there is no you in
apology. A far better way to phrase would be Im sorry WE caused this frustration, or
simply Im sorry for the trouble. Take responsibility.
2) Explanation

Just as important is to explain what happened. This not only shows that you truly
understand how and why something is a problem, but it also builds trust and transparency.
The cherry on top is then to be equally forthcoming about what is being done to resolve the
issue. As a customer, when Im the one having a problem, empathy only goes so far I
want to know if there is a solution, and I want to be connected to that solution. You can
even take the extra step of mentioning the names of the people working to fix the issue,
which will further humanize the support experience and help the customer feel especially
connected. (Thanks to Daniel Slater of GuildLaunch for this tip!)
3) Appreciation

Another way to show that you care is to thank them for using the product. In fact, I will
often do this first showing appreciation for not only the customers problem, but also for
the person herself, might diffuse the negative feelings by mixing in some positive ones.
4) Reparation

An important part of an apology is making reparations, but maybe not in the way youd
normally think. Throwing money at the problem can at times be appropriate, but can also
cheapen the gesture (getting money for your birthday is great but also somewhat
impersonal wouldnt it be better if you got a gift that someone took the time to pick out?).
This might be an offer for some personalized attention (a demo, a consult, a phone call) or
perhaps simply an overture to let me know if theres ever anything I can do to help.
5) Verification

The apology should invite a response, such as let me know if you have any questions
about what happened here or perhaps let me know if this was solved to your satisfaction,

and if not, what more can we do? This makes the customer feel involved and respected
and possibly even part of the solution and assures him that well here for him and are not
going anywhere, even after its resolved.
By Ted Choper, https://community.uservoice.com/blog/how-to-apologize-to-aclient/ 2012

WHAT QUESTIONS SHOULD CALL CENTERS

REALLY BE ASKING?
Posted on: October 23rd, 2014 by Art Barger
Were programmed at a very early age to ask questions. Were told that by asking the right
questions we will ultimately find out the truth. When it comes to call center authentication,
however, its never that easy. While security questions may be cut and dry, they may not reveal
the truth behind the calling party.
For a myriad of reasons, challenge questions which are the basis for knowledge-based
authentication (KBA) methods are sort of the anti-authentication for contact centers. Why?
Because they can negatively impact the overall costs and security of your operations.
Consider a few ways security questions can impact your business reputation and annual profits:

Longer phone calls: The biggest way security questions impact your call center
operations is by increasing your average call handle (ACH) times. Just a few questions can add
precious seconds or even minutes to each call. This can drive up phone costs anywhere from
pennies to .50 cents or more per call. Multiply these costs by the number of customer calls you
receive each year and you start to get the picture of just how much telephone interrogations can
impact your operating expenses.

Greater risk: Using KBA to identify inbound calls puts your customer accounts at greater
risk because of the mishandling of sensitive customer data. Thanks to the Internet and social
media, personal information is highly accessible by just about anyone. When financial institutions
rely too much on sensitive data to verify callers, they set themselves up for potential social
engineering schemes that are getting better at defeating traditional KBA methods.

Brand damage: When it comes to fraud and data breaches, we all want to steer clear of
reputation damaging headlines. When identity-interrogations are beaten by innovative fraud
tactics that compromise your accounts or private information, headlines, social media and
general word-of-mouth can have a lasting impact on customer retention and recruitment.
For these reasons, call centers should be questioning the use of KBA. They should ask themselves
if challenge questions are improving their business operations or putting themselves or their
trusted customers at risk. These are the types of questions all call center managers, security
experts, and CFOs should ask themselves. If the answers are as clear as we see them, then its
probably time to re-evaluate the way you identify customers over the telephone channel.

https://www.trustid.com/what-questions-should-call-centers-really-be-asking/

The scientific discipline of linguistics emerged in the twentieth century. It is

distinguished from earlier approaches to language chiefly by its focus on spoken and
signed language as well as written, and by its emphasis on describing actual language
as it is used rather than prescribing what is correct and proper. In pursuing these aims
a set of rigorous methods and an extensive technical vocabulary have been devised.
Spoken language is a complex system of organized sound, and any adequate analysis
requires precision and detail at several levels.
Students may earn a minor in LING and use Linguistics as an area of focus for the
Bachelor of General Studies degree completing 12 hours of upper-division credit in
Linguistics.