English For Call Centers

Quality Assurance ( QA ) is a business process that ensures products and services meet an internally agreed standard.  In the contact centre, QA usually refers to monitoring agents' interactions with customers, making sure processes are followed and seeking improvements. This is a call grading template for inbound customer support. Background Quality control for call center agents can be a competitive advantage for a business. Customers have consistently shown they are willing to pay more for products backed by strong customer service. The best call center agents stay on script, fully resolve issues in less calls, and properly document every interaction with a caller.

HOW IMPORTANT IS DEALING WITH ANGER? In any call center, the agents will face angry callers every single day. How they handle these interactions can either lead to a successful resolution of their issue or losing the customer forever. For that reason is so important to have the necessary tools to deal with these emotions that become very common every time that a problem exists. There are some important aspects to take into account to hold customer´s horses. First , it is impotant to use Acknowledge, it means being sympathetic to the customers concern by using some specific phrases such as: I can understand your frustation... Second , being Confident, it follows up acknowledgement with an assurance that you are committed to resolving the issue, for example: I can understand your frustation, but I am here to help you. Third , it is so highlited that agents need to Listen, they have to be sure they have understood customer`s complaints, it is necessary do n

IMPORTANCE OF GIVING CLEAR DIRECTIONS Giving clear instructions or directions is a key in every single activity we perform, therefore in a call center, agents must know the basis to make people follow their mind, I mean, what an agent is asking for to any customer is just an idea on their mind, but when this customer follows directions in an effective way, those ideas become solutions. In one hand, there are different ways of giving directions, nevertheless, the best option is giving soft instructions, for example: I want you to do ….     I would like you to…. Giving directions from a call center is not an easy task. We as humans are used to use our body language in order to make our speech understandable, but through a pair of phones this activity is not possible. In the other hand, there are some rules for giving instructions and explanations. 1.       Keep the language simple: It means do not use a technical vocabulary that the customer is not g

IMPORTANCE OF KNOWING CUSTOMERS´ NEEDS AND EXPECTATIONS In the process of English for Call Centers, we have been studying the importance of knowing    customers' needs and expectations in order to be the best option for the public.  Agents have to listen carefully and be capable of understanding someone else situation through empathy and patience . Not every single day the companies are going to receive a call with the intention of receiving a solution but sometimes the customers are calling just because they want to talk with someone else, maybe they are depressed or sad and in these cases the agents need to be careful with the language they are using and try to satisfy the customer in emotional stages of life even thou it is not their job. The agents also have to be capable of predicting the customer desire , what is going to help them to comprehend and in that way to offer the best service to maintain those customers and to gain more.

Amazon Return Policy Amazon.com and most sellers on Amazon.com offer returns for items within 30 days of receipt of shipment. Amazon.com Return Policy Items shipped from Amazon.com, including Amazon Warehouse, can be returned within 30 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them. Amazon Global Store Return Policy Items can be returned within 30 days of receipt of delivery using the Online Returns Center. It can take up to 25 days for an item to reach us once you return it. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account. Your return label will require you to return the item at your own expense. Amazon will automatically refund up to $20 for return postage costs on receipt of the item. If your return postage costs exceed $20, you may contact our C