Curso de Formação Contínua Neodigital

The importance of the call center

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Start

The call center is an essential part of many businesses’ operations, playing a crucial role in communicating with customers. It is important for a number of reasons, including:

1. Customer Service; 2. Customer Loyalty and Retention; 3. Technical Support; 4. Sales and Revenue Generation; 5. Feedback Collection; 6. Cost Reduction; 7. Digital Transformation Support.

Leadership and Management Module

Advantages

Disadvantages

It is not necessary for the customer to be present during the purchase

Lack of body language and expression during purchase

We can easily clarify any doubts about the product

Noises during service during sales of products/services

We can receive service feedback instantly

Language barriers

Depending on the customer, time can be one of the disadvantages when selling the product.

We were able to reach a wide range of customers without being directly

Leadership and Management Module

conversation guide

Never speak to the customer in a rude tone.

Never have a neutral tone of voice.

Never end a phone call with your customer abruptly.

Argue or be impatient

Avoid staying silent for long periods of time with the customer

Never interrupt your customer when they are speaking.

Scenario: Customer is looking for information about an upgrade to their service plan.

"Hello, good afternoon! Welcome to NOS support. My name is Juremo, how can I help you today?"

Call centre

"Hi, Juremo! My name is Jurema. I’m really happy with the service so far, but I think it’s time for me to upgrade my plan. Can you help me with that?"

Costumer

"Absolutely, Jurema! I love hearing that you’re happy with the service. Let’s find the perfect plan for your needs. Can you tell me which plan you’re currently on?"

Call center

"I’m on the Basic plan right now, but I’d like something with more storage and maybe advanced support options."

Costumer

"Great choice! Our Premium plan sounds like it would be perfect for you. It includes double the storage, 24/7 priority support, and some extra tools to make your experience even better."

Call center

Scenario: Customer is looking for information about an upgrade to their service plan.

"That sounds awesome! What do I need to do to upgrade?"

Costumer

"It’s super simple. I can take care of it for you right now! The cost difference will be adjusted based on the time left in your current billing cycle. Does that work for you?"

Call center

"Yes, that’s perfect. Please go ahead!"

Costumer

"All set, Jurema! Your plan has been successfully upgraded. You can start enjoying the new benefits right away. If you ever need anything, just reach out via our priority support channels. Is there anything else I can assist you with today?"

Call center

"No, that’s all for now. Thanks for making this so easy, Juremo!"

Costumer

"You’re very welcome, Jurema! I’m so glad I could help. Have an amazing day, and enjoy your new plan!"

Call center

Costumer

"Thanks, Juremo. You too!"

The End