Akhil S Kumar 13-03-2014

Do you know how to pick up and attend a call well? How to make interesting communication on phone? How to deal in telecommunication? If not this hub is for only for you. Today we all are living in a crowded world with lot of communication. We cannot survive in this world unless we communicate well with others. This hub may useful to customer care executives, telephone callers and people don’t know how to call well, I myself is working in a call center firm.

a person speaks in a loud speaker
Make interesting communication


Do you know how to pick up and attend a call well? How to make interesting communication on phone? How to deal in telecommunication? If not this hub is for only for you. Today we all are living in a crowded world with lot of communication. We cannot survive in this world unless we communicate well with others. This hub may useful to customer care executives,

telephone callers and people don’t know how to call well, I myself is working in a call center firm.
I have a interesting story to share. When i took my first call as a CCE i thought oh, it’s not a problem, we all are human beings. So why should care a lot. But the call was dropped because i said in a slow manner. The associate shouted at me,” What the hell are doing? Why can’t you talk fast?. I said,” ok, sir, i will try at my level best’. Next call also dropped i was like oh, man crap. He yelled at me. I sat there without looking into his face. The next call I told the next customer at the rate which the thought strikes me, fast and unclear. He said not like that you fool. Then I realized the technique but with a doubt i talked to the next customer with a medium pace. The call was ok.

I like to share some tips. They are just basics for a beginner not complete as Encyclopedia Britannica but you can search in other sites if you want to know more.

WELCOME: When somebody calls you please don’t roar on the phone. Say “hello, GOOD morning or whatever” and wait for speaker to say.

ACTIVE LISTENING: Listen carefully what the other is saying. Some of us will not allow others to say one word. Especially talkative people…

INTERRUPTION: kindly hear what is he saying. Don’t interrupt. If you want to interrupt say it when he takes a pause.

PROBE: if didn’t understand what is he saying say ” i am sorry pardon me, can you repeat that again”. And don’t say “what the hell are you talking about?”

PARAPHRASE: If you are in confusion whether you understood the correct information as said by him. Paraphrase it in a simple manner.

CORRECT AND COMPLETE: Say what you want to say but be precise, clear.

NOT USING SLANG/JARGONS: Keep it simple and good as honey. Kindly don’t use big words and slang which are difficult to understand.

RUSHING ON CALL: When a friend calls you and you are in a urge to go somewhere urgently what you will say? Get lost, no. like “I am going or Can you kindly call later, i have a urgent meeting”.

CLARITY: Maintain the clarity all along.

POLITENESS AND EMPATHY: search the web if you don’t know about it.

RUDE/VIOLENCE: Kindly don’t use harsh, violent or rude words. Accept the anger but do not show it.

CLOSING: CLOSE THE SPEECH IN A NICE MANNER.SAY

“THANK YOU FOR CALLING, WISH YOU A NICE DAY”.

“THANK YOU FOR VISITING, COME AGAIN, WISH YOU A NICE DAY”

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