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You may be an excellent speaker well conversant with the English language, but just that does not qualify you for a call centre job. This is because communication skills are very important to avoid callers from not being unable to understand you, or convey their problems to you. Dissatisfied callers may cause you to lose a client. Understanding the caller Understanding your caller in a Toronto call centre is the first step to get your act right. They might be disturbed/angry/impatient or all of these. In such cases engaging in formalities, confirming or re-confirming details might agitate the caller further. Be extra polite to ladies and aged people. Developing rapport Try to understand the average age of your caller and assume a suitable tone; e.g.-polite and slow for the aged and bright and confident for youngsters. Be sympathetic and concerned; make sure you are a good listener. All this increases the caller’s confidence in a Toronto Call centre operator. Ask the right questions Communication is effective only when it is a two-way process. So while your caller pours in their concerns don’t maintain an aloof and disinterested stance. Ask questions without interrupting, which will help in understanding their predicament and resolving the same. A good call centre employee always asks the right questions at the right time. Acknowledge your client In every Toronto call centre, the agents are always trained to acknowledge the client. It is very important because you are supposed to be acting, or talking in this case, on behalf of the client. Maintaining the code as prescribed by the client is therefore very much necessary. Giving information Remember that a caller always seeks useful information and that is the basis behind every call. So providing your caller with relevant and updated information is important. Don’t give out information you have no authority over or something that you are not sure about. This can cause more harm than good. Resistance What do you do when pitted against a stubborn caller refusing to divulge details that you seek? You can request or coax, but never demand. Being rude in a Toronto call centre is out of question so you will need to put on your best communication skills to succeed in this case. Closing the call Closing a call is also important for a call centre agent. Ending the call without greeting is rude and undesirable. Expressing your gratitude with a simple phrase like ‘Thank you for calling’ or ‘Have a nice day’ and ending the call is a perfect way of ending a call. Contact an answering service specialist at AnswerPlus Inc in Toronto, Ontario, Canada for more information on Toronto call centre.
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