10. What is a call centre? (интернет)

A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.

What skills does call centre work require? (listening страница 135)

The most important thing is the level of speaking. And the computer literacy, good typing speed, marketing skills…these are all a plus. But, basically, good communication and listening skills are essential. You need to be patient, polite, good-natured and reasonably intelligent. In some cases, persuasion skills are also needed.

Would you like to work in a call centre?

I worked in such call center three years ago. Although it was the beginning of my career, I quickly became a part of the team, identified goals and objectives of the company, it’s organizational structure and policy. Communication without seeing the person was the hardest part. But the company held training sessions, and after that, the work proceeded without any complications. Anyway it was an amazing experience.

11. What is outsourcing?

Outsourcing is the process of contracting an existing business process which an organization previously performed internally to an independent organization, where the process is purchased as a service.

Speak about advantages and disadvantages of outsourcing? (speaking p. 18, 110, 114)

Outsourcing enables companies to: (+)

• Reduce costs

• Be more competitive by offering customers lower prices and better service

• Preserve jobs in production

• Benefit from more competent and more motivated staff

• Bring new technology to developing countries

• Help developing countries to improve their economies

Outsourcing makes customers angry due to: (-)

• Language and cultural problems

• Operators not having sufficient local knowledge

Outsourcing is responsible for: (-)

• Job losses in industrialized countries

• Exploitation of workers in developing countries

• Encouraging unrealistic expectations in the developing world

12. Does complaining help companies to improve its performance? If so, how? How to deal with complaints? (s. B. #2)

Many modern companies see complaints as an opportunity. They are an excellent way of discovering problems, and once the cause of the complaint has been eliminated it should never happen again. So an efficient complaints procedure leads directly to constantly improving quality.

In addition, customers whose complaints have been resolved satisfactorily tend to become strong, long-term customers. The reason is simple: they are impressed with the care and attention given to their complaint - and how that contrasts with the indifference they have met in other companies.

A key skill for customer support staff is active listening. This means:

• let the customer fully explain the problem with no interruptions (except for clarification questions). Only move to the problem-solving part of the conversation when they have 'let off steam'.

• pay full attention while the customer is speaking. From time to time give a brief summary of what they have been saying. This shows that you are listening and are on common ground.

• resist the urge to argue, defend or excuse. Apologize sincerely and acknowledge any inconvenience caused.

• use the other person's name.

• make written notes of key points.

• if the conversation is face-to-face, then maintain frequent eye contact and an open body posture leaning slightly towards the other person.

• as the conversation progresses, focus on positive action for the future.