دانلود کتاب مسئول خدمات مشتریان (مرکز تماس)

We have great pleasure in presenting First edition “Customer Care Executive (Call Centre)” written for students of UG courses. The related matters are written in a simple and easily understandable. This volume is an attempt to provide the students with thorough understanding of Customer Care Executive (Call Centre). We have presented the subject matter in a systematic manner with liberal use of charts and diagrams where ever necessary so as to make it interesting and sustain students’ interest. We thank almighty for showering his substantial blessings and giving us the determination in preparing this book. In writing this book we have benefited immensely from the studies of a number of books and the articles written by scholars spread over various books, journals and magazine. We are grateful to them. We are sure this book will prove extremely useful to students and teachers alike. This book would not have seen the light, but for the grace of God and the blessings and support of our family members and friends. We offer our gratitude to Himalaya Publishing House Pvt. Ltd., who is leader in Commerce and Management publications. Our sincere regards to Mr. Niraj Pandey, Mr. Vijay Pandey for interest shown and for the best effort put forth by the matter of publication of this book. Finally, we express our sincere thank to SPS, Bengaluru for their excellent computer typesetting work and the printing. We respectfully acknowledge that the critical comments and constructive suggestions for the improvement of this book are most welcome and will be greatly appreciated. Unit – I Introduction & Key Concepts : Introduction to Customer Care Executive, Understand Call Centre & Key Concept, Different Types of BPO & BPO, KPO and HRO Industry, Types Call Centre, Types of Customer Support, Work Environment & Hierarchy in a BPO, Job Hierarchy in a Call Centre, Different Departments in a Call Centre, How to became a Call Centre Executive, Few Call Centre Terminologies, Basic of Computer, Basic of Internet. Unit – II How to Attend and Make Customer Calls: Role of a Customer Care Executive, Responsibility of a Customer Care Executive Like – Minimum Call, Login Time, Understanding of Inbound & Outbound Process, Skill Required for Inbound & Outbound Process, Understanding of Prepaid & Post-paid Services, How to open a call, Complete process of a call, Phone Etiquettes, Impact of a Good Phone Etiquette, Impact of voice tone, Understanding of ACHT (Average Call Handling Time) and AHT (Average Handling Time), Importance of ACHT – Total time Spent with the customer, How to Reduce ACHT, Call Hold & Call Transfer to Supervisor, Hold Time, Unhold & Hold Refresh, Concept & Value of ACHT/AHT, Login Hours, SLA (Service Level Agreement) in a Call Centre, How to Reduce Hold Time, Understanding of CRM & Other Software, Understanding of Tagging (QRCs Record), Phone Etiquettes, Importance of Typing Speed & Accuracy, Basic of MS Office, Basic of Email Writing. Unit – III Resolving Customer’s Query, Request & Complaint: Introduction of QRC, Categorization of QRC, Understanding of Query, Understanding of Request, Understanding of Complaint, Reasons for a Complaint, Customer verification prior to giving account related information, Importance of Customer categorization basis on urgency of QRC, Types of Customers & Handling Techniques, Handling Angry Customers, Handling Demanding Customers, Handling Passive Customer, Handling Irate Customer with Heat Process, Basics of Call handling, Recording QRCs, Escalation Matrices/Call Forward to Supervisor, Call Resolution should be 80% (FTR/NFTR), Basic of MS Word, Basic of Listening Skill. Unit – IV Reports and Performance Review: Instant Customer Feedback & CSAT, Why Feedback is Important, Types of Feedback, Feedback Parameter for CCE and Company, Advantage of Customer Feedback, Importance of Rapport Building – Offering Extra Assistance to the Customer to Create WOW Factor, Avoid use of jargons, slangs and technical words, Greetings in customer preferred language, Understanding of Jargon, Understanding of Slangs, Different Between Jargons of Slangs, Confidentiality of data, Importance of Data Security, Client Confidentiality, Reports & Performance Review, Review of individual call login time, Attendance, ACHT, Different Type of Reporting – Daily, Weekly, MTD, Monthly reports. Understanding Key Responsibility Area, KRA & KPI of a CCE, Decision Making Skills.