Call Center Success.

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Presentation transcript:

Call Center Success

1/30 Mr. Anderson placing an order Customer Call 1 Call 2 Customer Customer interested in Follow-up Mr. Anderson Joe Walker, a regular customer help with bank’s IT system placing an order will call back in half an hour and maybe send out a technician will send out order straight away

2/31 It seems Let me just I understand, Is that right I’ll check, I’ll call you all right Could I assist let me just pull up do for I’ll flag, straight away Thank you

4/32 May I help you? Could you give me your customer number, please? I’d just like to confirm your contact details. OK, let me just repeat that. Is that right? Could I go over your order again? Can I help you with anything else?

5/33 place payment dispatched rush give, catalogue quote invoice overnight

8/35 We just need to clarify a few things. Is everything clear so far? Could you explain what you’ve done so far? That means you need to install some software. What does OS stand for? This is what I’m going to do. Let me just talk you through the steps.

11/36 assistance explanation offer payment