We have great pleasure in presenting First edition “Customer Care Executive (Call Centre)” written for students of UG courses. The related matters are written in a simple and easily understandable.
This volume is an attempt to provide the students with thorough understanding of Customer Care Executive (Call Centre). We have presented the subject matter in a systematic manner with liberal use of charts and diagrams where ever necessary so as to make it interesting and sustain students’ interest.
Contents –
Unit – 1 Introduction and Key Concepts
Introduction to Customer Care Executive
Understand Call Centre
Key Concept
Different Types of BPO & BPO, KPO and HRO Industry
Types Call Centre
Types of Customer Support
Work Environment
Hierarchy in a BPO
Job Hierarchy in a Call Centre
Different Departments in a Call Centre
How to became a Call Centre Executive
Few Call Centre Terminologies
Basic of Computer
Basic of Internet
Review Questions
Unit – 2 How to Attend and Make Customer Calls
Introduction
Role of a Customer Care Executive
Responsibility of a Customer Care Executive Like
Minimum Call
Login Time
Understanding of Inbound
Outbound Process
Skill Required for Inbound
Outbound Process
Understanding of Prepaid
Post-paid Services
How to open a call
Complete Process of a Call
Phone Etiquettes
Impact of a Good Phone Etiquette
Impact of Voice Tone
Understanding of ACHT (Average Call Handling Time)
AHT (Average Handling Time)
Importance of ACHT
Total Time Spent with the Customer
How to Reduce ACHT
Call Hold & Call Transfer to Supervisor
Hold Time, Unhold & Hold Refresh
Concept & Value of ACHT/AHT
Login Hours
SLA (Service Level Agreement) in a Call Centre
How to Reduce Hold Time
Understanding of CRM & Other Software
Understanding of Tagging (QRCs Record)
Phone Etiquettes
Importance of Typing Speed & Accuracy
Basic of MS Office
Basic of Email Writing
Review Questions
Unit – 3 Resolving Customer’s Query, Request & Complaint
Introduction of QRC
Categorization of QRC
Understanding of Query
Understanding of Request
Understanding of Complaint
Reasons for a Complaint
Customer Verification Prior to Giving Account Related Information
Importance of Customer Categorization basis on urgency of QRC
Types of Customers & Handling Techniques
Handling Angry Customers
Handling Demanding Customers
Handling Passive Customer
Handling Irate Customer with Heat Process
Basics of Call handling
Recording QRCs
Escalation Matrices/Call Forward to Supervisor
Call Resolution should be 80% (FTR/NFTR)
Basic of MS Word
Basic of Listening Skill
Review Questions
Unit – 4 Reports and Performance Review
Introduction
Instant Customer Feedback & CSAT
Why Feedback is Important
Types of Feedback
Feedback Parameter for CCE and Company
Advantage of Customer Feedback
Importance of Rapport Building
Offering Extra Assistance to the Customer to Create WOW Factor
Avoid use of Jargons
Slangs and Technical Words
Greetings in Customer Preferred Language
Understanding of Jargon
Understanding of Slangs
Different Between Jargons of Slangs
Confidentiality of Data
Importance of Data Security
Client Confidentiality
Reports & Performance Review
Review of Individual Call Login Time
Attendance
ACHT
Different Type of Reporting
Daily
Weekly
MTD
Monthly reports
Understanding Key Responsibility Area
KRA & KPI of a CCE
Decision Making Skills
Review Questions
