呼叫中心OUTBOUND CALL的基本技巧（Basic skills of call center OUTBOUND CALL）.docVIP

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呼叫中心OUTBOUND CALL的基本技巧（Basic skills of call center OUTBOUND CALL）.doc

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呼叫中心OUTBOUND CALL的基本技巧（Basic skills of call center OUTBOUND CALL）

呼叫中心OUTBOUND CALL的基本技巧（Basic skills of call center OUTBOUND CALL） Basic skills of call center OUTBOUND CALL For a real CALL CENTER, should also have 2 phone INBOUND CALL and OUTBOUND skills; CALL; a telephone, a customer is in active service personnel active outgoing calls; the 2 aims are different, so in the process, must also be different. OUTBOUND CALL has higher skills for customer service, and she must have some skills in INBOUND CALL and a lot of other skills! The purpose of OUTBOUND CALL is usually very clear. Why do you want to make this call? What do you want to accomplish by this phone call? What information do you want to know? These are already available before we proceed; therefore, this will lead to the first step in the OUTBOUND CALL: plan! I. plan (PLAN) Planning is the most important part of OUTBOUNDs work. It is the starting point and the preparation process of the whole job. It focuses on the search for the target, the research and the internal training of the customer service staff. On this basis, the target is locked and the implementation plan is worked out. We usually say, baizhanbudai, is to do to prepare in here! 1, personal self preparation: Is a project of a stage, a general OUTBOUND CALL, so we must first prepare yourself to establish self-confidence, adjust the psychological state of self - set goal of self (or tasks), self learning products and related project learning. These preparations will help you to have a good professional image in front of your customers, which will be a small step in your success. 2 、 determine the target customer and customer information analysis A OUTBOUND CALL may not be blind, it must be targeted, so it must be the target customers to find out, find themselves to contact customers, collect the existing customer information, through the customers name and address of a basic analysis of the customer, and will customers are classified, for different categories of customers will be able to adopt different proce