customer service job in a call centre advice??

myright

Hi I will be working in a call centre soon (hopefully). I have never done this sort of work before.

I need some advice on how to structure a call properly. It's in the financial industry (bank). so will need to know how to deal with queries etc.

Any tips and KEY words/ phrases on what to use that may help I would greatly apreacited it.

thanks

hayley11

Most call centres (or good ones anyway) provide training before putting you on the phones. It's in their best interest as well as yours.

I've worked in two calls centres, one was with an insurance company and I had 8 weeks of training before we were allowed on our teams. My OH worked for a bank and he had about the same.

Here are some tips...

• Remember to give your name when answering the phone
• Use their names (mr smith unless they say it's okay to call them by their first name)
• Let them know if you're putting them on hold
• Once finished ask them if there's anything else you can help with
• Thank them for calling

I can't really put what the structure of a call might be as they will differ quite a bit.

Your first call will be SO nerve racking but once that one is over, you'll be okay. Hopefully your company will have a good training programme and they'll go into listening techniques, asking relevant questions etc.

Good luck

DCFC79

Try and think what possible questions could be asked by people phoning up and think what your rpey would be

myright

thanks for that

hayley thanks for you in depth answer.

I am struggling to put togther phrases etc to move the call forward. i.e I would certainly look into that etc.

Is there any specific phrases you use that may be helpful for me?

Jefers

You should be given formal training. I had 4 weeks training and role play before going on live calls when I was at RBS.

Key phrases. Certainly I can help you with that. Thanks for your patience. I am just going to place you on hold whilst I action that for you. etc.

A lot of what you have to say will be scripted anyway probably.

hayley11

myright wrote: »

thanks for that

hayley thanks for you in depth answer.

I am struggling to put togther phrases etc to move the call forward. i.e I would certainly look into that etc.

Is there any specific phrases you use that may be helpful for me?

It might be worth googling "open and closed questions" they can help steer a conversation.

Also things like paraphrasing, reflecting, summarising, all key listening skills. If you have an idea about these before you start, it'll go in your favour.

There aren't any specific phrases as such, you will find once you've had your training and understand the business better (if you don't already of course) then you will know what questions to ask and how to progress the phone call. You'll also find phrases that you feel comfortable saying.

All I will say with regards to phrases is don't be too cheesy lol. If somebody asks for their account balance, just say something like "i'll just get that for you" Short, to the point but polite. Also try not to repeat yourself. Don't say their name at the end of every sentence, it's insincere and personally drives me mad!

hayley11

Ooh always ask them if they can be put on hold and then when you come thank them for holding.

myright

thanks for that Jefers.

I just want to get used to the 'way of speaking now' and I am certain that there isn't any type of scripts working for this company as they want to make you speak 'naturally'.

Is there any sites you can recommend me where I can retrieve good information in regards to it?

Jefers

I found this website after a quick google search. Can't post links so google 'using positive language call centre'. The first result is a website called call centre helper.

It might be of some use as we were told not to use any negative language. For example, don't say 'no problem', don't say 'thank you for holding', don't say hiya or hello but good morning afternoon mr/mrs such and such.

They will soon drill it into you how they want you to speak I'm sure as they will have people listening in to your calls and giving feedback and so on.

Mr_Falling_Star

Why not ring your bank and ask for a balance? That may give you some pointers