Focused Call ControlFocused Call ControlCall Control Strategies

ObjectivesObjectives

To improve call control tactics• Lower AHTs• Higher QA Scores

Call Control: Areas of Opportunities

Call Control: Areas of Opportunities

Weak Call Control Factors

Dead Air

Use as opportunity to build rapport

Letting the Customer Lead the Call

You ask the questions and give the direction

Agent Focus

Used a focused approach to every call

Call Control BasicsCall Control Basics

Call Control Elements:• Positive Attitude• Greeting• Projecting confidence• Focus• Stay away from Trigger Words

Call Control: AttitudeCall Control: Attitude

Attitude

68% of customers leave due to the negative attitude or

indifference on the part of ONE employee.

Call Control: AttitudeCall Control: Attitude

Your POSITIVE ATTITUDE is the beginning to great call control.

• A good attitude will help you remain in control of the call• Good attitude builds customer loyalty and trust.• Good attitudes will produce great calls, even when the

customer’s attitude is bad.• Attitude is what you say and how you say it.• Attitude determines how well you serve the customer.• A great attitude means you have enthusiasm and a nice

tone of voice when talking to the customer.

Call Control: GreetingCall Control: Greeting

Proper Greetings:• Greet customer quickly and professionally

We want to make the customer feel as though we are eager to help them and sincerely care about his/her needs.

• Sets the tone for the entire callThe more upbeat and positive we are from the beginning of the call, the better call will be throughout its entirety

• Controls wandering customerWhile demonstrating a willingness to help the customer, we also want to have control from the start.

Call Control: GreetingCall Control: Greeting

Voice QualityPitch- avoid monotonous pitch on the phone

Volume- pay particular attention to the volume of our voices and increase/decrease it accordingly.

Tone- Use your tone to project confidence. No one likes to hear a negative or rude tone in someone’s voice.

Rate- Talking too fast (or too slow) can cause you to lose customer’s attention, therefore causing you to lose control of the call.

Call Control: ConfidenceCall Control: Confidence

• Allows you to lead the call, not the customer

• Allows the opinion formed by the customer within the first 30 seconds of the call to be a positive one.

• Should be projected on every call regardless of the issue

Note: Confidence ≠ Arrogance

Call Control: FocusCall Control: Focus

Focus• Take ownership(guide the caller, ask probing

questions, set expectations)• Listen to the customer and take notes• Use team building words• Do not try to read/send email• Do not chat or use instant messenger• Relay confidence in yourself• Think ahead but don’t make assumptions

Call Control: FocusCall Control: Focus

• Answer the customer’s specific questions.• Paraphrase the issue for clarity.• Do not react but respond to conflicts.• Stay away from talking to others.

Call Control: Trigger WordsCall Control: Trigger Words

Trigger WordsTrigger words limit your actions and paint a negative image

in the customer’s mind which could lead to the loss of control of the call.

Stay away from these trigger words:

No, Can’t, They

Instead, use ‘Can do” approach along with positive phrases

**What we can do… **I will be happy to

Call Control: Trigger WordsCall Control: Trigger Words

I can’t or you can’t – as in – “I can’t do anything about that” or “You can’t do that”

Can’t be replaced with – “I’m unable to because..”

*But –as in- “ I agree with what you’re saying but…”

Replace with - *and or “however” (which is a soft but)

*I’ll try-as in- “I’ll try to speak to finance department today”

“This is what I can do” or “This is what I’m unable to do”

Call Control TipsCall Control Tips

• Determine the customer’s issue• Use team building words• Answer the customer specific questions• Know the limits of your support• Set expectations- always• Use empathy and enthusiasm• Stay away from dead air and remain in control• Know how to handle irate/difficult customer• Determine and explain resolution• Perfect your scripting• Control your stress• Summarize actions

Call ControlCall Control

1. Determine the customer’s issue:– Listen to the customer’s words– Listen to the customer’s “feelings”– Pay attention to key words/phrases– Be friendly– Verbalize your willingness to assist– Ask targeted probing questions– Paraphrase the issue to let the customer you

understand

Call ControlCall Control

2. Use team building words

Team words build a rapport with the customer which will allow you to be in control

• Show the customer the same kind of courtesy and respect you desire

• Be nice, Smile.. Be optimistic• Verbalize a helpful, solution oriented attitude• Builds customer’s confidence in you and your ability.

Team WordsTeam Words

Team Words• We• Let’s• Us• Our

Magic Words• May • Please• Thank You!• You’re Welcome!

Call ControlCall Control

3. Answer the Customer Specific Questions• Use open-ended questions tactfully• Do not deviate or give false information• Do not set improper expectations• Do not “punt” the customer• Let the customer know you are there for them.

Have an attitude of service.

4. Know the limits of support• Knowing your support boundaries will keep you on track• Do not go out of the scope of support• Knowing your guidelines in support will produce efficient

calls and prevents irrelevant troubleshooting.• Do not set a precedent• It is important to learn to “tailor” your comments

appropriately to the flow of the call and the emotional needs of the customer.

Call ControlCall Control

5. Setting ExpectationsAlways set expectations and Time Frames—you will

remain in control.• What you are going to do• What you are doing• What you have done

This area includes what actions are going to be taken and why, a timeframe, and a willingness to serve.

Paraphrasing is the key to a great call control. It ensures you on the right path.

Call ControlCall Control

6. Empathy and EnthusiasmEmpathy• I understand• I would also be upset• Let’s see what we can do together• I apologize for the inconvenience

Enthusiasm• Great!!!• Excellent!• I’d be happy to!• Of course..

Call ControlCall Control

7. Stay away from dead air and remain in control

Eliminating dead air will eliminate the chance of getting off track.

***Dead air allows an opportunity for the customer to gain control of the call

Ways to fill dead air:

Use it as an opportunity to educate

Use this to build rapport

Paraphrase the issue again and explain the troubleshooting steps.

You can also use this time to summarize the actions taken thus far example of laziness and lack of focus

Call ControlCall Control

8. Handling Irate/Difficult Callers• Remain calm• Let the customer vent while listening for keywords• Collect information• Respond to the customer do not React• Verbalize that you will do all you can to resolve the issue• Use empathy and encouraging words throughout the

call.

Listen Respond Empathize Resolve Issue

Call Control TipsCall Control Tips

Responding• Let the customer vent• Use restraint• Breathe slow• Manage Tone• Correct Words

Reacting• Voice gets louder• Speak faster• Get defensive• Retaliate• Attack them back

Call ControlCall Control

9. Determine and explain the resolutionUtilize your resources:• Training materials• Online Tools• Co-workers• Help Desk• Team Managers

Thank you