How To Be a Great Call Center Representative

How To Be a Great Call Center Representative

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Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: a€c Identify the roles and responsibilities of a call center staff a€c Prepare yourself to deliver quality service a€c Learn to communicate successfully a€c Identify current legislation, terminology, and technology affecting call center staff a€c Develop skills for building trust a€c Enhance telephone verbal skills and vocal quality a€c Build problem solving and decision-making skills a€c Learn to handle difficult customer situations a€c Improve your time-management and multitasking skills a€c Identify ways to control your stress level a€c Learn to recover from mistakesa€”yours and your customera€™s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through or purchase an online version of the course through center employees are often the first, and only, organizational representative with whom a customer interacts. With this ... Some typical call center job titles are: Account Executive Agent Associate Attendant Consumer Affairs Counselor Consultant Customer Service/Member Support Clerk Customer Service Representative (CSR) Data Entry/Order Clerk Inbound Telemarketing Specialist Teleservicesanbsp;...

Title:How To Be a Great Call Center Representative
Author:Robert W. LUCAS
Publisher:AMACOM Div American Mgmt Assn - 2001-05-07


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