Getting into call centers in the Philippines requires confidence, College education, good English communication skills, and customer service skills. These capabilities are all gauge and examined in the recruitment process in Philippine call centers. Although this process is not easy, those who are truly good can enter the call centers and start a financially-rewarding career.
Getting into call centers, however, is but a step in the process. It is also equally important to develop oneself and improve the skills that the agent already has. This way, he will be able to face the challenges and the rigors of the job of the call center agent. After all, there are a number of things that a call center agent should master in order to provide customer service satisfactorily.
Accent Training. Even if Filipinos have good English communication skills, there are still traces of regional accent in their oral English. The goal of accent training therefore is two-fold, one is to neutralize the Filipino regional accent so that other nationalities could understand Philippine call center agents better. The other reason for accent training is to help a call center agent understand the accent of the customers that they will be serving.
The United States has a variety of accents the Black American accent, the Southern and the Northern accents. For ears that are untrained, some of these accents would be difficult to understand causing the agent to ask the customer to repeat his questions or requests again. If this happens a lot of times, it would be annoying for the customer. So call centers in the Philippines have to make sure that their agents can understand their customers well. Customers in Australia also have a different kind of accent, which closely resembles the British accent. As such, the agents should be able to approximate, if not totally copy the accent of Aussies.
Computer System Training. Depending on the account being handled by a call center, the agent also need to learn how to manipulate the customer relationship management software being used. Since most Philippine call center agents have skills in using the computer, this training would be much easier to implement. Part of this training is to help the agent know the kinds of technical requests he need to make in order to help the customers whose calls are routed to the call center.
The training of Philippine call center agents usually last for 4-6 weeks. The first two weeks is usually dedicated to accent training and the remainder is for product and services training and system training. Along the way, the trainees will be made to listen to actual calls in the center and make them evaluate the call in terms of its strengths and weaknesses and how they can apply their training to the particular situation depicted in the calls they listened to.
Part of the assessment in the training is for the trainees to handle actual calls. This is usually done on the last few days of the training in preparation for the agents to accept live calls. An effective training program will enable a Philippine call center agent to deal with customers and provide the service that they deserve.
Training For Call Center
Conversational Recruiter: “Okay, Bob, here’s the question. I work with people who have an interest in making extra money from home, but don’t have the time, or the money, to get started in a business."
Conversational Recruiter: “When I talk to people, like yourself, there is usually one of two reasons people don’t want to talk to me. First, they are rich, and don’t need any extra money. Or, second, they already are involved in something, and it’s spinning off money so fast they are thinking about starting their own bank."
Conversational Recruiter: “Which is it for you, so I can cross you off my list?"
Surprise. We asked the prospect two questions designed to disqualify them. What’s a prospect supposed to say to this? This is a modified Menu Move. We call it that because we don’t give the prospect a valid answer to choose from…they have to come up with that on their own.
The prospect could tell the truth, or the prospect could lie and pick one of the two options we gave them. But remember, this is a bad lead.
They filled out a form to find out more information on business opportunities.
If they do decide to lie, and believe it or not, some of them will, that’s not true… most of them will lie) then we should be prepared for that. We have a lot of options to choose from, so let me give you just one way we could handle this:
Prospect: “I do have something I’m involved with, and I’m happy with how it’s working."
Conversational Recruiter: “I’m surprised. I thought, for sure, it you were going to pick the other one."
Prospect: “No. I’m far from rich." [he’s starting to slip]
Conversational Recruiter: “But you are doing extremely well with your home business."
Prospect: “It’s going very well."
Conversational Recruiter: “It’s perfect?"
Prospect: “Well, nothing’s perfect." [uh–oh, ol’ boy may be in trouble here]
Conversational Recruiter: “I don’t understand." [let’s let the prospect dig themselves into a deeper hole]
Prospect: “Well, my income has been flat the last few months, and I’m getting a little concerned." [check – we are only a couple of moves from checkmate…if we use what we call Fade Moves, he will start beating up his opportunity and will be more than willing to look at something else]
What if the prospect tells the truth and says, ‘neither’? It could happen. What we don’t do is go in for the kill. We use what we call a Fade Move, and get the prospect to invite us to have a discussion about our opportunity. Here’s how that would sound:
Prospect: “Is there a third option?"
Conversational Recruiter: “I’m not sure I understand?" [again, let the prospect talk himself into inviting us over]
Prospect: “I’m not rich, and I don’t have a successful home business."
Conversational Recruiter: “But you’re not looking for a vehicle to make extra money, are you?"
Prospect: “Well, yes, I am. Do you have something that will work for me?" [that sounds like an invitation to me, but we better make sure]
Conversational Recruiter: “I’m not sure if this is something that you would be interested in. Could you tell me what you are looking for, and I can tell you if this might be a fit?"
Prospect: “Sure. I’m looking for…" [that’s an invitation]
Now the prospect will start giving us his buying criteria. If we honestly have a match, then we have a qualified prospect.
No matter how you are working your business, at some point you are going to have to have a conversation with your prospects before they will make a decision to get involved with you. Conversational Recruiting™ is an innovative, highly effective, and revolutionary technology to help you achieve the success you deserve.
When you finally have a prospect on the phone, are you giving yourself the best chance of recruiting that person? Are you losing prospects that would join you, if you were saying the right things? Why not develop the skills of a master recruiter? The skills are within your grasp. Conversational Recruiting™ is the fastest way to gain them.
Both James Stinson & Ed Forteau are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
James Stinson has sinced written about articles on various topics from The Internet, Recruitment and Guide Guitar. James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit:. James Stinson's top article generates over 90500 views. to your Favourites.
Ed Forteau has sinced written about articles on various topics from Multi Level Marketing, Network Marketing and Multi Level Marketing. Ed Forteau & Kevin Paschke are Creators of www.ConversationalRecruiting.net considered by many top MLM income earners to be the Best Course ever. Ed Forteau's top article generates over 3600 views. to your Favourites.
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