Call center Management
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Le cours de Annette Ammeraal Master Marketing Opérationnel International
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Call center Management
- 1. Call Center Management and Performance - 11 December 2009 Call Center Management and Peformance Paris Ouest – 11 December 2009 Annette AMMERAAL – NEGOCIA Paris Annette Ammeraal
- 21. Call Center Scripts Annette Ammeraal Call Center Management and Performance - 11 December 2009
- 26. Call center Research - DEAN Annette Ammeraal Call Center Management and Performance - 11 December 2009 Perceived Service Quality Customer Loyalty Customer Needs Customer Feedback + + + Customer Orientation Dean – Service quality in call centres: implications for customer loyalty (2002) n/s for consumer sample, + for buisness sample +
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- Paris Ouest- Annette AMMERAAL - December 2009
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- (Ford re-call of defective automobiles) Technological developments in communications and integrative information technologies Toll free numbers PC, Networking capabilties, software innovations, linking communications and IT Paris Ouest- Annette AMMERAAL - December 2009
- Paris Ouest- Annette AMMERAAL - December 2009
- It requires front-line staff to simultaneously: Manage customer-interaction on telephone without reference to the visual cues present in face to face interation Manipulate computer based packages Rapidly process and retrieve knowledge of products, services and IT systems Monitor and regulate their performance and emotions Paris Ouest- Annette AMMERAAL - December 2009
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- Level of job control Is generally lower than found in administrative, manufacturing, service and human service jobs. More repetitive tasks, computer uses is high 19% of call center agents had jobs with moderate variety and low control, 9% of call center agents have jobs with high variety and high levels of control Paris Ouest- Annette AMMERAAL - December 2009
- Paris Ouest- Annette AMMERAAL - December 2009
- The distinction between only two types is too simple, more variety exists. Paris Ouest- Annette AMMERAAL - December 2009
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- 1. Avoid formatting the script in long paragraphs that promote mechanical reading. 2. Omit irrelevant information. 3. Avoid accepting any limitation or fault on your side immediately. 4. Avoid “blaming” or criticizing the customer from the outset. 5. Don’t talk to the point; you need to proactively build relationships with customers to generate more business. 6. Don’t forget to include a proper follow-up plan. Without follow-through, your customers’ frustrations will quickly escalate to permanent anger. 7. Don’t require a full agent script, because it can diminish the customer rapport. 8. Avoid a long greeting or closing. Customers hear enough about who they're calling in the IVR (interactive voice response), so make greetings short and simple – identify the brand, yourself and get down to business. 9. Don’t require inflated cheerfulness or an overly polite tone. Saying please and thank you is customary, but requiring it after every request annoys many customers. 10. Don’t repeat the same questions. If a question was asked on a previous contact or in the IVR, don't ask it again. That applies to verification, phone numbers or anything that should have been captured in the first contact. Leverage your CRM application, automatic-number ID pop-ups, softphone capabilities and any previous data stored. Paris Ouest- Annette AMMERAAL - December 2009
- Most people who write scripts are good writers and write them in ‘good written English’ as opposed to ‘good spoken English.’ And when delivered they will almost always sound ‘read,’ and we know what a disaster that is,” said Flyn Penoyer, telesales guru at Penoyer Communications. Get to the heart of the matter quickly and be sure that your agents aren't making speeches. “The client does not care to know why something happened — although triage and root-cause analysis is important ... what are you going to do to fix their problem now?” said Koenig. Include bullet points so that the call agent can hit all the important facts without reading a word-for-word response to the customer They tend to be speeches that leave little room for — or interest in — customer response,” said Penoyer . Remember, you're dealing with people on both ends of the call, and sales and customer retention never happen by accident. Paris Ouest- Annette AMMERAAL - December 2009
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- Discovering guest motivation: Ask why they come to Disney, what to celebrate, who is to be the birthday boy/girl, Reconfirm: Excellent, it’s a superb reason for coming to see us., you will be delighted. Paris Ouest- Annette AMMERAAL - December 2009
- Paris Ouest- Annette AMMERAAL - December 2009