Call Centers Technology and Techniques

Name: Call Centers Technology and Techniques
Price: 41.4 USD
Availability: InStock
ISBN: 9780538726863

ISBN-10: 0538726865

ISBN-13: 9780538726863

Edition: 2003

Authors: Jack A. Green

List price: $111.95

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This text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service, or help desk representative or manager. Each topic has the necessary content to focus specifically on soft-skill effectiveness using a problem solving approach. The most current technology is covered, including web and e-commerce support, and Internet resources are integrated throughout. A student CD is included that contains additional cases, self-assessments, key terms with definitions, and links to useful Internet resources.

Book details

List price: $111.95
Copyright year: 2003
Publisher: Cengage South-Western
Publication date: 8/12/2002
Binding: Paperback
Pages: 288
Size: 7.75" wide x 9.75" long x 0.50" tall
Weight: 1.188
Language: English



Understanding Call Centers


Call Centers


Basic Call Center Technology


Call Monitoring


Evolution of the Call Center


Evolution of the Call Center Representative


Characteristics of a Successful Call Center Representative


Summary


Creating a Positive Work Climate


Call Center Climate


The Team


Positive and Negative Behavior


Handling Interpersonal Conflict


Summary


Addressing the Call: It's All Attitude


The Power of Attitude


Overcoming a Negative Attitude


Creating a Positive First Impression


Make Every Call a Success


Summary


Voice


Voice: The Instrument of Communication


Voice Quality


Rate of Speech


Diction


Inflection/Tone


Volume


Summary


Customer Rapport


The Importance of Good Rapport


The Greeting


Using the Customer's Name


Communicating Respect for the Customer


Matching the Customer's Vocabulary


Keeping the Call Flowing


Overcoming Speech Idiosyncrasies


Summary


Listening and Questioning


Effective Listening


Communicating Through Accents


Questioning Skills


Summary


Managing the Call


Positive Control


Effective Use of the Hold Feature


Voice Mail


Using E-Mail Effectively


Minimizing Telephone Tag


Transferring Calls Effectively


Saying No to Customers


Summary


Style Flexibility


Why Is Style Flexibility Important?


A Style Assessment Tool


Characteristics of the Six Personality Types


Phase Change and Flexibility


Summary


Managing Stress and Handling Difficult Customers


Stress on the Job


Handling Different Types of Customers


Summary


Telephone Sales


The Role of Sales in the Call Center


Belief in Your Product or Service


The Selling Process


Outbound Calls


Final Tips for Successful Sales Calls


Summary


Appendix


Glossary


References


Index