IC agent must know how to handle & communicate with all types of customers at the same level.
IC agent must cope with stressed, angry, and confused customers or callers, must know how to deal with tasks like call backs, disconnects, call transfers, messages and holds.
IC agent must use & follow the corresponding etiquette on the telephone to satisfy and please customers.
Capability & ability to deliver knowledge on both products and services which will help to serve the customer and process customer?s calls.
IC agent must use specific skills related to questioning and listening to maintain an effective communication on the phone.
Maintain correct customer?s information (data entry).
Process inbound calls: being able to classify the incoming calls and select proper process as per the following:
o Maintenance Calls: create service orders or check the order status.o Complaint call: create customer complaint using CRM.o Enquiry call: provide information to the customer about our products and create lead using proper lead type.úÿÿÿÿÿÿConduct outbound calls to promote Eng. group products.
Attending and managing formal calls and provide accurate and concise information without any delay.
Identify customers? needs, clarify information, research every issue and provide solutions and/or alternatives.
Provide information to the customer about our products and create lead using proper lead type.
Develop long-term contacts through qualitative telephonic discussions and conversations.
Back up all the call history details by effectively utilizing the companys call center database.
Offer optimum call support service by initiating conversations in a respectful and welcoming tone.
