Call Center Experience

Call Center Experience

Let’s start experiencing:

•Your Role

•Call Process

•Your Readiness

•Standard Greetings

•Types of Calls

•Feedbacks/Complaints Handling

•Quality of Calls

•Do’s & Don’ts

•Rate Your Calls

•Log Your Calls

Multiple Choice

How many topics are we focusing on today?

• 19

• 10

• 8

• 12

Your Role

•Attend to calls and enquiries promptly and professionally.

•Outbound calls (Local/International*)

•Transferring calls (Internal).

•Answer calls within 3 rings.

•To start and end conversation with proper greetings.

•If you know the guest’s name, address them by name.

•Interviewing callers.

•Verifying information's received.

•Resolve most calls on the first contact or refer them to the correct department.

Your Role

•Explaining to caller on procedures, answering questions, providing information or suggestions.

•Ensure that the customer is happy and

that they do not have any other queries.

•Maintains good communication by problem solving skills.

•It is also important to be empathetic, have a positive attitude and to be able to stay calm and polite, even when callers get upset.

•Always maintaining the tone of voice until the conversation ends.

•Maintains and improves quality results

by adhering to standards and guidelines

Your Role

•Update on job knowledge by studying new changes and ensuring all important and emergency numbers are available.

•Accomplishes organization mission by completing related results as needed

•To maintain confidentiality, and never disclose any secret or phone number without any permission.

•Being organized and focused to input information into the company’s systems while also talking to the caller

•Log the nature of the call accurately in the call logs

•Complaints should be analyzed properly and channeled to the involved department

•Escalating calls when a manager or higher-level representative is needed

Multiple Choice

Within how many rings do you need to pick up the call?

• 1

• 2

• 3

• 4

Multiple Choice

It is our duty to answer questions about other organizations.

• True

• False

HANDLING CALL:  MAHB/KUL/OPS/CEM/SOP/01

Multiple Choice

There are only 2 documents related to the SOP for handling calls.

• True

• False

Stay Positive

Standard Greetings

Call Opening

• Good Morning / Afternoon / Evening, Thank you for calling Malaysia Airports. [Name] speaking, how may I help you?

• Malaysia Airports, Good Morning / Afternoon / Evening, This is [Name]. How may I assist you?

Asking for Caller’s name

• May I know to whom am I speaking with?

• May I have your good name sir/madam?

  
  

  
  

  
  

• Note: Try to use the guest’s name 3 times in the conversation.

Holding Calls

• Always ask permission: May I place you on hold for a moment please, while I investigate your inquiries?

• Thank the caller: Thank you, Sir/Madam.

Releasing from Hold

• Thank the caller: Thank you for waiting on the line, Mr./Ms./Mrs./Dato/Datin <Caller Name>.

Complaint Response

• Empathize on the situation: I am sorry sir/madam, for the situation that you are in right now.

• Add Value: I clearly understand what you are going through.

• Assist: Let me help you, by taking-down the details.

Prompt for Further Help

• Is there anything else I could help you with, Mr./Ms./Mrs./Dato/Datin <Caller Name>?

Closure

• Thank you for calling Malaysia Airports, you have been speaking with <Your Name> have a good day.

Fill in the Blank

How many times should you use the customer's name in the conversation?

Multiple Choice

How many types of call are there?

• 1

• 2

• 3

• 4

Handling Feedback/Complaints

•Apologize for the issue, inconvenience or cost associated with the problem

•Take ownership of the problem

•Asking pertinent questions to accurately diagnose the problem

•Use appropriate resources to address the issue

•Provide the most suitable solution

•Inform the caller of the estimated timeline to resolve their issue

•Inform the caller for relevant supporting documentation to help resolve the issue

•Provide your name as reference to the caller after resolving their issue

•Confirm that the issue was resolved, or the details collected sufficient

•The caller’s issue was sufficiently addressed

Call Quality

•Use the caller’s name throughout the call (at least three times)

•Summarize the caller’s main points before troubleshooting or offering a solution

•Receive the caller’s permission to place them on hold before doing so

•Limit the duration of hold time to an appropriate amount (maximum one minute)

•Mute the caller when appropriate

•Answer the caller’s question correctly

•Transfer the call to another department accurately when necessary

•Discuss with your colleague when appropriate

•Adequately address the caller’s needs

•Transfer the call to a manager/supervisor when the customer requested for them to do so

Multiple Choice

How long should you hold the customer?

• 1 minute

• 30 seconds

• Forever

• 45 seconds

Do's

• Use of proper pronunciation of the caller’s name

• Maintaining proper tone, pitch, volume and pace throughout the call

• Use of courteous words and phrases

• Adapt on service provided by approaching to the caller based on the caller’s unique needs, personality and issues

• Remain confident throughout the call

• Be friendly, polite and professional

• Use of effective active listening skills

Dont's

• Avoid long silences during the call

• Do not interrupt or talk over the customer

• Refrain from using complicated airport jargon

• Never use speakerphone

• Don’t whisper or mumble

• Make sure not to hang up by accident

• Don’t raise your voice

Dont's

• Throw away the gum

• Avoid getting distracted

• Keep background noise to a minimum

• Don’t answer anonymously

• Get rid of inconsistencies

• Talking while eating

Thank you.