Want to know the specific method of mindset adjustment of call center personnel Thank you

Psychological quality issues, not a sentence can be explained, in addition to the requirements of sound quality, education, knowledge structure, personality is very critical, of course, follow-up training such as stress management, and appropriate organization of outdoor activities, etc. are very critical, in terms of stress management I often share some stories with colleagues, such as - the weasel wants to fight with the lion, the lion said: if you accept the challenge, he will get the honor of having competed with the lion, and as a lion himself, he will only be laughed at and fight with juniors, So sometimes rejection doesn't mean fear. Don't be too disturbed by unimportant people and things, because the secret of success is to grasp the goal, not waste time on meaningless trivial things, you can follow me on Tencent's Weibo "Happy Xiaotan".

You're doing something very meaningful to save the planet.

Customer service means to serve customers, you will meet all kinds of customers, you also have to learn to be patient with them. Otherwise, if they bite back, maybe your job will be ruined.

As a customer service, you must have a good attitude, you must know your own products or industries very well to answer other people's questions, this is the most basic, and then in my opinion, a customer service, to learn a "forbearance" word, because you will meet some bad-tempered guests, they may carry out some verbal attacks on you, at this time you can only put the attitude to the best to answer the other party, can not ignore the other party, otherwise it will deepen the other party's anger, may complain about you.

Burst! Reminds me of the old call center.

The slogan of the customer service department reads.

A smile starts when the bell rings, and service starts from the heart.

Treat it calmly and empathize, the best way is to transpose, how to transpose? That is to replace "you" with your profession in your mind, that is, the customer service on duty, and the actual you are temporarily hidden.

Put all the pressure on that "customer service". What is this customer service? That's a machine, which means that the customer service on duty is not the real you, but a "customer service machine".

In this way, you can calmly handle no tricky customers and calmly do your job.

Assess the situation, adapt to changes, be on the spot, turn pressure into motivation, and turn irritability into comfort!

At the very least, you should have a certain understanding of the role and working principle of each system in the call center, such as CTI, IVR, recording system, etc., and it is best to know the configuration method of a certain brand of program-controlled switch, such as Huawei, Ameya, Alcatel.

To do maintenance is to find out the fault point when there is a problem, a simple fault can be dealt with by yourself, too complex can point out the cause of the problem, know which manufacturer to find to repair it.

Dizzy. I've applied before. During the interview, you asked a lot of questions about networking, and you don't need to have special knowledge, as long as you understand the network.

It is not difficult, it is very simple, and there will be technical training after the system installation is completed. After the installation of the call center system is completed, we will believe that we will do system training.

Skilled professional knowledge, with a good attitude, to help customers in need to the greatest extent.

How to distribute it depends on the situation of your company, the general call system like Shanghai Maixin call center system is set in several ways, there are three kinds of equal distribution, random distribution, and sequential distribution, and you can also divide the leakage group according to the skill.

Cultivating excellent agents is one thing, but how to determine or supervise the business quality of agents is also particularly important. Through the voice quality inspection to restrain the agent's speech, but the quality inspection can not only be satisfied with the recording monitoring, the management of the call center needs to be very refined, the recording quality inspection is only a small part of the entire QC work, as a manager should be through more aspects to dig out the employees may violate the rules, standardize management, improve the quality of outbound calls, reduce the rate of customer complaints. To establish a quality management plan, you can start with the following points:

1.Regularly summarize the data and analyze the agent's own problems and business problems in the recording data.

2.Formulate a rectification plan for existing employee problems, rectify the time and the person who implements the rectification, and follow up after the fact. Self-problems (such as attitude problems, communication problems, etc.) are solved by private counseling alone, and business problems are solved through training.

3.Evaluate process deficiencies for existing process problems, re-optimize the process and update the knowledge base script.

4.In view of the existing system problems, the system requirements are put forward in a timely manner and adjusted in a timely manner.

It takes a lot of time and cost to train an excellent agent, but the mobility of agents is very large, don't let the employees you work hard to train become someone else's, how to retain excellent talents is the problem you will focus on. When you and your employees are heart-to-heart, you must take the time to listen to their needs and problems, do psychological counseling in a timely manner, arrange private conversations, organize team building regularly, and slowly establish a trust mechanism and loyalty, so as to retain excellent employees (here not only in terms of agents).

There are actually many excellent call centers in China, you can try Duyan, we are now using other home systems. It's quite stable and there is no hardware, which saves a lot of money.

It is recommended that you have a good relationship with the account manager of the local operator or some local advertisers, where they can directly collect customers who have outbound calls** and the customers** still have some strength, and it is not only slow but also easy to be frustrated.

Not sure what you're asking? Building a call center? Looking for a call center job?

Well, I'm going to send you some information for your reference. Don't ask for anything else, just score Thank you.