Tips in Perfecting the Opening Spiel

My mentor once said that "The moment you press the Auto-IN button on your deskphone and a call comes in, you 're already affecting the customer". So it holds true that as soon as you said your opening spiel, you are giving your first impressions to the customer.

A sloppy beginning always turns out to be a horrific ending. You don't want passing escalations to you SUP all the time, don't you? Here are tips to doing it right the first time on your opening spiel.

1. Do it Alive and Kicking

I looked up the meaning of Spiel in a dictionary and found it to be a superlative of two supporting adjectives. 'twas defined as plausible glib talk. Plausible defined as reasonable, truthful and valid while Glib as artfully persuasive. To add life to an artfully reasonable persuasive talk, mixed it an energetic emotion for it to become effective.

2. Practice the spiel without any error

If you spilt it out with a mispronounced word, wrong intonation or wrong information. You're at a loss in making a good impression.

3. Do not over-indulged or don't sound sexy

Some agents tend to over engaged by enunciating the spiel in a sexy manner as talking like in a phone sex, this is a big no no. Make it snappy and engaging.

4. Be Consistent

As the shift moves on to the next legs, your voice is wearing out, your enthusiasm is exhausting. But your opening spiel should never waver in saying it out loud with consistency and persuasiveness.

5. Do it with a smile

This should come as natural as you could. Let the customer feel on the other end your welcoming him with a smile. Believe it or not, a smile is contagious even on the phone. ;)

-mac

Starbucks Trenta not available yet

Recently, i've been out to Starbucks in the Metro, and i was asking if Trenta is available. The barista, (sad to say) don't even know what i'm talking about. I had my post before about the Starbucks' Trenta cup size, expected to debut on the first week of May 2011 where it's supposed to be available only in the United States.
And i was anticipating that this would sooner roll-out to the whole wide-world wherever there is a Starbucks coffee shop. The buzz has subsided, and i'd had my confirmation checked that the Trenta isn't at all available, at least outside the US just yet.

... to be with You at last

You don't know how I fret if you aren't around

I would long to hold you in my arms

You don't know how my heart erodes

When I think I can't see you in my abode

I sank deeper, into the realms of qualms

Into the abyss of pure rebounds

How'd I cope to know that you are away

If I tell I wanted you to stay

I would love to care for you

Tenderly enveloping you

Caressing and feeling your breath

To know that you are here with me

But the nights aren't just too fast

The days aren't just too brisk

They were like eternity

That I could not forgive

To bear is not to wait

But they said patience is a virtue

I'd ask myself if I had that

And my heart echoes with a yes

I sometimes doubt

And I think I'm getting swayed

Wavered and unfulfilled

But I believe it would worth the wait

So I knelt and prayed

Thinking I could go on further

To brave the tides of love

To end up with You at last

(for Annavie)

MAC

September 10 2011

9 Tips to Control a Call (Call Control)

One of the ubiquitous quotes when your Boss is coaching you due to a high AHT (average handle time) is this: "Don't let the customer control you, You must control the call"

Below are applicable hands-on tips in controlling a customer whose behavior ranges from easy-going to a domineering type.

  

1. Set Expectations Early

Upon identifying the problem and diagnosing the issue, roll-out what the customer needs to expect on the possible cause and effect of the solution/s.

2. Convey Possible Solutions and the worst-case scenario

This is a follow thru of #1, you must let the customer know your possible solutions and the worst-case scenario early upon diagnosis

3. Learn to apply the open-ended questions

If you're seeking for a narrative, use the HOW, WHY and WHAT questions.

4. Learn to apply close-ended questions

To gain facts and confirmation, begin your question with a "DID YOU…." or use the Where and When questions when appropriate.

5. Do not afraid to interrupt but be distinct

When you feel that the customer is overflowing his info and he seemed like a non-stop talker, wait for his short pause and butt-in.

I do not advise that you do this often but you may want to communicate to the customer that you need only the important details.

6. Do not do over-rapport

Getting personal with the customer within the allowable boundaries is great and will add a personal touch but make sure that don't over do it. It will lead to unnecessary topics or segways.

7. Initiate a call back

This doesn't hold true for all accounts but if you feel like you have over stayed in a call for an unreasonable basis, talk to your immediate Sup and ask permission to call back the customer or pass it through your outbound person.

8. Manage your Hold Times

AHT sums up your time you spent with the customer + your hold time in a shift divide that by the number of calls you received. Tip, do not get over the bar on your hold time.

9. Wrap up the call candidly

Making this as a habit in all your calls will not only sound you professional but it's a way to decrease handle time with the customer.

10 Steps in Improving Your Voice

You voice is one hell of an asset when you work in a BPO company.    Voice is not only a tool to convey information but it can also be a factor to make or break a negotiation, close a sale or simply a cause of miscommunication.

When you speak, your voice trails off with these three factors: Clarity, Control and Impact.

Listed below are  ten tips  to attain these three factors optimally to its full potential. (And it does apply whether you're doing a face-to-face or telephone conversation).

1. Practice a deep-toned voice, well-paced voice.

85% of customers over the phone gained confidence from a customer service representative by their deep- toned voice, it signifies authority and trust just by hearing a well-modulated, well-paced voiced.

2. Record your voice: listen & review

It pays to be conscious on how you sounded while speaking. This way you can be a critic with your own voice. Listen to the output and scrub the flaws.

3. Deliver Eloquently

Too much of these: "ahh", "ahm" and unnecessary pauses would make you sound unsure and without confidence. If English isn't your native language, do not articulate what you're thinking in your native language then translating it to English later on-this will fail you big time; instead, "Think English, Speak English"

4. Practice tongue-twisters

Speaking out "if Peter Piper pick a pack of pickled pepper, where's that pack of picked pepper Peter Piper picked?" 5 times consecutively without a single fault with sustained speed and pace will lessen your chances of stammering.
 

5. Don't talk through your nose

Talking through your nose is like singing to be at worst. Practice speaking out using your diaphragm.  This will let the voice within you sounded more controlled and authoritative.

6. Do not mumble

Talking indistinctively creates unintelligible conveyance of speech. You will be sounded like in-engage and considered as unprofessional esp when talking with customers.

7. Use proper Intonation

The rising and falling intonation, including the monotone should be observed in appropriate cases. This way, you can emphasize your points and you will sound assertive. Use the monotone when reading out disclaimers, notices, etc.

8. Vocalize

This may sound extreme but if you can find an open field where you can amplify your voice before you head-out for a shift would be helpful to tone and prep your voice, exercise your vocal chords, your larynx, pharynx and your diaphragm.

9. Read out a passage or a news article once a day

A 5-minute reading session everyday augments reading comprehension, eloquence and moderate mouth exercise. Make it a habit.

10. Constantly ask feedback from your friends on how are you sounded like

If you sound like a high-pitched parrot or a clumsy sounding telephone attendant, seek the advise of a speech therapist.

-mac