Business English

If we are all here ，let's started. Fist of all,I’d like you guys to know we are here today to discuss the main reason for why our product sales are reduced by 20％。So we are going to show our opinions .we have a lot of accomplish today.so，let's begin.First ，I will give  you my thought。As you can see ,my topic today is technology -call center. First,we should know what is Call-center? A call center is a business entity or organization that is engaged in selling telephone-calling services to clients. Call centers are primarily divided into two types:

• outbound call centers

• inbound call center.

An inbound call center has processes that manage incoming telco calls. On the other hand, an outbound call center makes outgoing calls to customers or prospective customers. In the past few years, there has been a rapid growth in the call center industry and most organizations outsource their back office operations to third party service providers. However, in some cases organizations decide to develop their own in-house call cent res to have more control over the process and quality. Such call cent res are called captive call centers.

Then,we should know What’s problem happened in our call-center:

• Traditional  Hotline
• Old equipment s
• Paper record or no record
• Simple answer calls
• Only can handle simple job

Give examples for other famous company’s call center’s such as:

Fujian 95598 Electric Call center:

• Modern call center
• Modern call center can carry a large number of telephone processing
• Have a complete database
• enhance enterprises' image
• Provide professional information to answer
• Play the enterprise information warning
• ,information processing,analysis,feedback

 The role of call center to enterprise:

Better control the limited order of incoming and outgoing calls

Maximize full productivity

Improve customer satisfaction,to meet customer requirements of the service level agreement

To ensure the safety of employees (to cancel the staff and customer intuitive contact

Improve the quality of service,so that made customer satisfaction

Be used for enterprise customer relationship management

Though the initiative to provide services for customers,in order  to in exchange for immeasurable benefits

These in order to

        Improve customer satisfaction      Enhance customer loyalty         Improve product quality         Improve service response speed         Enhance brand credibility      Increase product holding      Reduce customer churn rate       Reduce the proportion of customer complaints complain            Increase the speed of internal work orders[pic 1][pic 2][pic 3][pic 4][pic 5][pic 6][pic 7][pic 8][pic 9][pic 10]

Some tips:

1. Be courteous

Agents should always treat each caller with courtesy. Ask how they prefer to be addressed, make every attempt to pronounce their name correctly and use this name consistently. Talk with a smile, remain calm and speak clearly. Wait for the person to finish speaking before speaking. These simple tips will go a long way in interacting with the caller in a positive and professional manner.

2. Be professional

Agents should maintain a level of professionalism throughout the entire conversation. They are the face of the company, so they should have adequate training and should be monitored for adherence to quality standards. All conversations should be in line with corporate values and goals.

3. Be respectful

All customers should be treated with respect. Throughout each interaction, agents should remain calm, act rationally and treat the caller as if they were the most valued customer. Respect also involves understanding the caller’s needs and making an effort to accommodate them. Agents should attempt to understand the causes of the customer’s problem, realize how their problem affects their behavior and respond with compassion.

4. Be neutral

Agents should not offer opinions or introduce their own biases into the conversation. They should always take a neutral stance on issues, but empathize with the caller’s needs. Taking a neutral stance will allow agents to more effectively solve problems in an efficient manner.