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Call Center Basics Archive

Call Flow Simulation

January 16, 2018 Category :Call Center Basics 0

Call flow simulation is the artificial imitation or replication of a call process to model and identify how the call travels or shifts into the different stages or levels within the company operation. The simulation will actually provide or demonstrate …

Upsell Spiels in Call Center

January 16, 2018 Category :Call Center Basics 0

Upselling is a sales process or strategy in which a seller introduces and persuades the client to purchase more expensive products or items by initiating add-ons or upgrades with the end objective of generating a more gainful sale. Upselling often …

Managing Tardiness

January 16, 2018 Category :Call Center Basics 0

Tardiness pertains to the habit of not coming on scheduled time. It is also synonymous to habitual lateness. Tardiness in the call center industry is a common problem especially among call center agents because of the nigh shift schedule of …

Backpay for AWOL

January 16, 2018 Category :Call Center Basics 11

Backpay pertains to the past salaries and benefits to which an employee is entitled because the employee had actually worked for it or has rendered service to the company. The benefits many include bonuses, increments and overtime that an employee …

Most Effective Opening Spiels

January 16, 2018 Category :Call Center Basics 0

There is really no such thing as the most effective opening spiel. The type of opening spiel that an agent uses will depend on different factors including the kind of account that one is handling (inbound or outbound), the kind …

Idiomatic Expressions in Call Center

January 16, 2018 Category :Call Center Basics 0

Familiarity with idiomatic expressions is a must for call center agents. Idiomatic expressions or idioms are non-standard speech, slang or figurative expressions whose meaning cannot be directly deduced from the meanings of the words that composes it. Idioms are frequently …

Call Center Online Payslip

January 16, 2018 Category :Call Center Basics 4

A pay slip of basically a document or a piece of paper that often comes with your salary/ pay, which provides record or data of how much money one has earned including other accounting details such gross pay and deductions …

Be Confident as a Call Center Agent

January 7, 2018 Category :Call Center Basics 0

Confidence is crucial in any endeavor including in all types of work. In the call center industry, confidence is important because agents directly communicate with clients who in most cases are foreigners that could be intimidating for some. It is …

How to Close a Difficult Customer Service Call

January 7, 2018 Category :Call Center Basics 0

Quality customer service is a vital ingredient to creating strong and lasting relationships with clients. In a call center company, the capacity of management and agents to handle customers especially difficult customers, have a direct impact on its future …

Sample Spiels when Booking a Flight

January 5, 2018 Category :Call Center Basics 0

Spiels commonly refer to a memorized speech by customer service agents, which they deliver to start a conversation, greet clients and persuade customers. Spiels are usually associated with sales people who often recite a glib talk aimed at introducing or …