CRM - Preaching Vs Practicing Customer

Service

V ChandrasekharBank of Baroda

Contact Center Customer Service

What is the Customer Service? Cycle of Customer Service Listening to   Customers Customer care programme Monitoring customer satisfaction Internal customers Service level agreement Training & Development for customer service Communications Recognition & Rewards Case studies.        

Understanding Moods of Customers  

Contact Center eMail Fax IVR Voice Internet Chat

Contact Center Client Feedback Customer Data Updation Knowledge Data base Updation MIS Analysis Reports

CRM Infrastructure Infrastructure for inbound and outbound

and back office processing Design Networking Interiors Software HR Business Development

Call handling skills Inbound Outbound Telemarketing Listening skills Voice modulation Handling irate Customers

Recording / Listening / Evaluating calls Mock calls (using voice recording)

Software for an agent's skill analysis FAQS / Scripts for call center

Operating & Closing Dialogues.

Sales Management  SPANCO process Selling Techniques How to be a good sales person? Handling objection Closing techniques. 

English Language  Grammar Words/ Sentences/pronunciations Sentence reading Speed reading Speed writing Effective communications Essay writing Listening Skills Voice modulation & Skill performance 

Special Training Time Management Team Building Motivation Techniques Stress management Quality Assessment of Call Center Agents Tips on how to be a successful Worker Voice Culture & Voice Modulation.

IT Skills CRM software navigation Call handling in a live call center Computer basics Familiarization with the internet & Word

processing using MS-Word for call center communications

Web & fax support to customer.

CRM/Call Center Technology

What is a Call Center Components of a  call center Technical overview of a call center Keyboarding skills e-mail, web chat, database management and

MIS. CRM software navigation Inbound & Outbound call handling - software

based.               

Culture Familiarization Familiarization with British / American Culture /

accents Pronunciation Speaking skills Listening to recorded calls Exercise from video films Mock Sessions Audio process Verbal test Writing skills E-Mail writing Exercises.

Services leading Contact Management service providers offer

end-to-end CRM Solutions integrated with sales force automation field force management and service chain management services. Inbound Direct Marketing Response Pre-Sales Support Product Enquiries & FAQ's Order Intake & Processing Post-Sales Customer Support Help Desk & Fulfillment

Services Customer care Complaint Cell Customer Relationship Management (CRM) Service Chain & Field Force Management Campaign Management Telemarketing Up Selling / Cross Selling Customer Loyalty Programs. Database Generation and Updation.

Report Generation for Analysis and Action.

BPO Customer Interaction Services / Contact

Center Management Back Office Operations Insurance claims Processing                      Legal Databases  Payroll / HR Services   Digital Content  Online Education  Data Digitization / GIS               

Training Training in Quality Systems and ISO 9000 standards. Documentation of Quality manual and business

processes. Training of internal auditors. Implementation and monitoring through internal audits,

extrinsic audits and management reviews. Co-ordination for certification. Post certification assistance for sustenance of the

system and the certification

CRM Pre-Sales

Product Info Dealer Info Comparative Info Category Specific Generic Info Purchase History Intention to buy Database generation Leads Authentication Verification

CRM Sales

Lead Sales Lead Generation Order Booking Prospect Follow-up Suggestive Selling Up Selling Cross Selling

CRM Marketing

Campaigns Sales Promotions Market Research

CRM After Sales

24 by 7 help desk Compliant logging Call routing Order tracking Compliant status

CRM Channel Support

Dealer Queries Prospect pass on Stock Detail Conversion rates

CRM Reporting

Trends Charts Statistical Analysis

THANK YOU