ICT: Contact Center Services Handling Transactions

Part V - INTERACTIVE COMMUNICATION ▪ Confirm messages.

Other call centers process transactions for
Confirmation messages should only be presented when
customers. This is different from merely answering
The life of a call center firm revolves around an extremely confirming critical entries such as making a payment,
queries.
essential player: the satisfied customer. Since this career transferring funds, or updating account information.
deals with satisfying the customer’s needs, it is of prime For example, financial organizations are tied up to call
importance to maintain a certain level of customer centers that allows bills to be paid on-line, or funds to be
▪ Redundancy.
satisfaction so that these key players will be back for During emergencies, having a redundant solution ensures
transferred between accounts. Insurance companies and
more. the IVR channel is always available to serve your
investment firms have complex transactions to deal with.
customers.
Let us first focus on inbound call centers. The call center staff would have to utilize a complex
front-end system to record these transactions. This may ▪ Security.
There are two types of inbound call centers: involve entering details on multiple screens to complete Having a secure solution that helps safeguard customer
the transactions. data is a requirement for all.
Those that deal with queries and transactions, or both.
Both types of Calls ▪ Number Clarification.
You need to know them both to carry out Interactive When a number is read back to the caller as clarification,
Communication. Many call centers handle both queries and confirm the numbers in logical groups (4x4 for 16-digit
transactions. Appropriate resources and effective card numbers, 3-3-4 for phone numbers, etc.).
……………………………………………………………………………………… information must be provided to support this kind of
complex environment. ▪ Menu Structure.
Handling Queries Limit the menu items to five or less options. Concise
……………………………………………………………………………………….. menus with a minimal number of selections helps
Queries are questions or inquiries which may customers efficiently and effectively complete their
start from a very simple request relating to facts and Gathering Information in a Courteous and intended goals. Avoid the use of “Return to the main
figures, to very complex queries regarding policy matters. Professional Manner menu” option.

Example of this is a query on motor vehicle registration. Presented below are some of the customers’ needs and ▪ Temporary Messages.
how you will deal with them using the telephone and The use of temporary messages is only effective when the
Questions may range from simple matters, such as fees Information Technology (IT) system available in your information is presented in an urgent and timely manner.
and charges, to fewer common questions such as specific workstation.
types of vehicles that can be registered and the ▪ Accuracy.
circumstances that cover such. ▪ Prompts and greetings. Have accurate and up-to-date information available to
Greet the customer politely. Make sure that you speak your callers at all times.
The call center staff needs to be well rounded on both clearly and the department or service you are handling is
facts and figures, as well as the policies and guidelines to made known to the caller. ▪ Be objective and business-like at all times.
address the concerns. Deal with matters in a professional manner and most of
▪ Manner of the conversation. all, avoid injecting personal feelings especially.
These types of calls rely on a body of factual information.
Be nice and courteous. Express gratitude for completing a
functional task whenever necessary, but be careful not to
overdo it.
Call Structure 1. Opening / Greetings
Good morning. This is Diane 4. Making an agreement (Inbound)/ Closing the deal
Calls in general, follow a specific sequence of actions from RRD Software (The customer has
are logical in structure. Whether it is inbound or an Company. How may I help provided the agent the
outbound call, the agent must acquire the necessary you? (Inbound) necessary information.)
Thank you for calling RRD Agent will then say,
skills in carrying out his or her job by following the Greetings,
Software company. This is "Thank you for that
protocol of the company. Introduction,
Diane Logan. May I information. Happy to
company name, and
help you? (Inbound) Providing the customer inform you that RRD
offering of help
Good day. Hi, this is Diane with his /her Antivirus program is still
calling on behalf of RRD needs, offering available.
Software Company. May suggestions, It costs a hundred dollars,
I speak to Brad Cooper? options/choices, and it will be delivered
(Outbound) recommendations right on your doorstep
within 3 working days.
2. Identifying the call purpose through listening (inbound)
Customer says "Hi, Diane. Customer responds, "I'm
This is Britney. I would like to sorry. I am not interested
Customer ask about the availability of with the offer.
acknowledgement, your RRD Antivirus program. (outbound)
starts How much does it cost and
introducing himself what are the terms of the 5. Closing
and states the delivery?" (inbound) Offering extra help Is there anything else I
purpose of the call Leaving friendly parting can do for you?
Customer says "Hi, this is words such as Have a great day.
Brad speaking." (outbound) advising the caller to call Have a nice day.
again to avail Have a great day.
3. Gathering information (inbound)/ of the product or service Thank you. / Thanks for
Negotiating (outbound) if problem calling.
Have you made any persists
transaction with our I understand that you
Getting the company before, Britney? don’t' need our product
customer's (Yes, I bought a product a at the moment, but do
information month ago.) Well then, can I give us a
Saying goodbye
(inbound) have your complete name, call at our toll-free
mailing address, and account number whenever you
number? need them. Have a nice
Well Brad, I'm calling to let day. (outbound)
Stating the purpose of you know about out special
the call holiday offering which is
(outbound) 50% off on all Antivirus
programs. (outbound)