PRACTICAL HANDBOOK – COURSE ON BPO’S

 Using role play method practice the customer handling procedure

Telephone handling skills

TELEPHONE HANDLING SKILLS

The place where we provide telephonic customer services is called a
contact centre or acall centre. There are two main types of call centers: - inbound
and outbound
Inbound Contact Centre: -
 An inbound call center takes incoming calls. Inbound callcenters
can be customer service departments, tech support numbers, sales
inquiriescoming from a published number on a website, complaint
hot lines, service departments,or even your receptionist if you only have one
published number.
Functions: -
The major functions handled in inbound call centers include the number
ofcalls being handled, the quality of these calls, and how these
calls were handled ordirected.
Outbound Contact Centre:-An outbound 
call center makes calls to outside parties. Foroutbound call centers, some
major applications include sales, marketing, confirmations,fund-raising and
quality control.
Functions: -
The agents are required to make calls, for collections, sales or
marketing,etc.
Skills required for handling calls:-
•Communication Skills
 
•Active Listening Skills
 
•Paraphrasing Skills
 
•Empathy
 
•Probing Skills
 
•Problem Solving Skills
 
•Task rapport Balance
 
•Customer Service Skills