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Curso de Formação Contínua Neodigital
Francisco Santos
Created on November 27, 2024
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The importance of the call center
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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.
Disadvantages
Depending on the customer, time can be one of the disadvantages when selling the product.
Language barriers
Noises during service during sales of products/services
We were able to reach a wide range of customers without being directly
We can receive service feedback instantly
We can easily clarify any doubts about the product
Leadership and Management Module
Advantages
It is not necessary for the customer to be present during the purchase
Lack of body language and expression during purchase
Argue or be impatient
Never interrupt your customer when they are speaking.
Never end a phone call with your customer abruptly.
Never have a neutral tone of voice.
Leadership and Management Module
conversation guide
Never speak to the customer in a rude tone.
Avoid staying silent for long periods of time with the customer
Call center
"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."
Costumer
"I’m on the Basic plan right now, but I’d like something with more storage and maybe advanced support options."
Call center
"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?"
Costumer
"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?"
Call centre
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?"
Costumer
"Thanks, Juremo. You too!"
Call center
"You’re very welcome, Jurema! I’m so glad I could help. Have an amazing day, and enjoy your new plan!"
Costumer
"No, that’s all for now. Thanks for making this so easy, Juremo!"
Call center
"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?"
Costumer
"Yes, that’s perfect. Please go ahead!"
Call center
"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?"
Costumer
"That sounds awesome! What do I need to do to upgrade?"