WEEK 3

Prepared by: Coach Selle

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What is a call
center?
A call center is comprised of people called
“agents” who answer and make calls and the
technical infrastructure through which these calls
pass.

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Types of Accounts
1. Inbound Calls
This first types of accounts in a call center mean
the calls come into the center or answering
services.

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Products and Services:
This field is the broadest LOB (line of business) among the
bunch. Products such as clothing, food, office supplies, and
electronics are the most common and usually, customers can
place their orders over the phone. Services such as hotel
bookings, telecommunications, or even logistics can also be
handled over the phone. The term “inbound sales” is created
so customers can be offered with different products as well or
an upgrade on their current one.
Banking and Finance Accounts:
it covers account services (credit cards or savings accounts),
loans, investment banking, retail financial services and a
whole lot more. They can deal with a simple card replacement
to mortgage planning.
Technical Support:
These angels with their abundance of patience will walk you
through the process to solve a specific problem in your
product. It covers all technology-related products.
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Types of Accounts
2. Outbound Calls
For this types of accounts in a call center,
outbound calls focus on making calls going
outside.

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Sales Calls:
• This is the 1st thing that usually came to our minds when we hear
outbound calls. During the early stages, outbound calls were done to
make sales. Appointment setting can also be placed under sales calls
for it’s a potential sale closure.
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Types of Accounts
3. Chat / Email Support:
Outsourcing of non-voice support is communicating with the
customers via chat or email. Prompt response and
acknowledgment of a customer’s query are essential to a quality
customer service.

Chat and email support exist for customers who find it hard to
communicate with another person or simply prefer not to.

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Types of Accounts
4. Back Office:
What happens after the call? For concerns which need further
investigation, time and coordination to be resolved, these are the
people who do the job. The term “back office” is coined for these
are the tasks which are not seen by the customers.

Ready to dive in? Check out our CSR Jobs or post your resume
here and we will be glad to help you find the perfect BPO job for
you!
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Call Center Terms and

Jargons

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Call Center Terms and

Jargons

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Call Center Etiquettes

1. Make your introduction polite and clear.
2. Have a clear voice.
3. Slow down, don’t talk to fast
4. Beware of background noise
5. Acknowledge the customer’s issue
6. Respect your customers’ time
7. Never put your customer on hold for another call
8. Adapt your communication style to the customer
9. Walk them through your solution
10. End your call with agreement

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Phone Etiquettes
1.  Avoid using Slangs.

2. Make use of phrases such as "May I help you", "You are welcome", and "Thank you", etc.

3. Put the receiver down gently. Never slam the phone.

4. Always speak clearly so that the other person can understand what you are saying.

5. When picking up the phone, it is good practice to identify your Company and yourself to the
caller.

6. When transferring calls, make sure that you are well versed with the procedure for call transfers.
It is good practice to use the name of the person you are transferring the call to.

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Phone Etiquettes
7. Always adopt a pleasant tone of voice and be attentive.

8. When placing a call on hold, inform the caller of the same.

9. Don't interrupt the caller when speaking.

10. When initiating a call, spend a few moments to mentally prepare yourself so that you know wheat
need to be said / discussed.

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HOW TO APPLY AS A CALL

CENTER AGENT

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RECRUITMENT PROCESS
1. Walk into the recruitment office in the morning – or better
yet, as soon as the office opens.
2. Be prepared by bringing the following items with you:
additional copies of your cv/resume, valid identifications,
cell phone, pens, and a bottle of drinking water.
3. Dress to impress : Always dress for success, applicants
who are in business casual clothes have an edge over
people who come in wearing a t-shirt and jeans.
WHAT TO WEAR IN A CALL CENTER
INTERVIEW?
• FIRST IMPRESSIONS ALWAYS COUNT!
- Make sure you wear a clean & professional attire. Keep it simple by
wearing black pants, clean plain tucked in T-shirt and a fitted blazer/jacket
with comfortable enclosed shoes.
- Grooming is essential, neat and tidy hair or shave, clean nails, simple
makeup, lightly scented perfume/cologne.
- Don’t over-do or over-think your outfit. Simple is always best. But please,
don’t come in sneakers and casual clothes.
- You need to show that you are prepared and ready to take on your new
job!
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How to Be a Call Center Agent

in the Philippines

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1. Assess and improve your communication skills.
2. Prepare your resume.
a. Heading and Personal Details.
b. Education.
c. Work Experience
d. Skills
e. Additional Tips
3. Look for call center job openings.
4. Wait and prepare for your interview.
5. Ace your interview and other exams.
6. Pass the Versant or Berlitz test.
7. Wait for the results.
Tips and Warnings
1. Be prepared for graveyard shifts.
2. And for shifting schedules, too.
3. Learn to deal with angry
customers.
4. Expect to feel a high level of
pressure at work.
5. Learn to deal with almost
“freezing” office temperature.
How to PASS the interview?

S – Short and Simple

W – Work Related
A – Avoid Fillers
B – Be Professional
E – Engage Loyalty
- Kuya Reneboy
THANK YOU!
References:
Chevreau, E. (2014, February 19). What Are The Types Of Accounts In a Call Center? Infinit3Solutions.
Infinit3 Solutions Marketing and Consulting Agency.
https://infinit3solutions.com/blog/type-accounts-expect-callcenter/.
What Are the Accounts That BPO Companies Have In the Philippines? | Outsource Accelerator. (2019,
September 12). Outsource Accelerator.
https://www.outsourceaccelerator.com/articles/what-are-the-accounts-that-bpo-companies-have-in-the-phi
lippines/
.
Accounts To Handle In the BPO Industry | Brutally Brilliant Outsourcing. (2017, July 14). Brutally Brilliant
Outsourcing |. https://www.piton-global.com/blog/accounts-in-the-bpo-industry/.
6 Types Of Call Centers And Their Purposes | Indeed.com. (2021, April 8). Indeed Career Guide.
https://www.indeed.com/career-advice/career-development/call-center-types.
What Is a Call Center? - Definition From WhatIs.com. (2019, July 1). SearchCustomerExperience.
https://searchcustomerexperience.techtarget.com/definition/Call-Center.
What Is a Call Center? Everything You Need To Know In 7 Minutes | Ringover | Ringover. (2021, October 25).
Ringover. https://www.ringover.com/glossary/callcenter.
G. (2014, May 8). 8 Phone Etiquette Rules For Sales Calls. Genesis BCS.
https://genesisbcs.com/8-phone-etiquette-rules-for-sales-calls/.
References:
Call Center Etiquette for Support Agents. (n.d.). Zendesk.
https://www.zendesk.com/blog/10-best-call-center-etiquette-tips-support-agents/.
30 Must Know Call Center Terminologies for Your Business | Ameyo. (2021, September 9). Ameyo.
https://www.ameyo.com/blog/30-must-know-call-center-terminologies.
(2013, January 23). IStaff.ph | Call Center Interview Tips: Best Ways To Get Hired. iStaff.ph | Call Center
Interview Tips: Best Ways to Get Hired.
https://istaff.ph/call-center/call-center-interview-tips-best-ways-to-get-hired/.
How To Get a Job In a Call Center: 10 Steps (with Pictures). (2021, June 8). wikiHow.
https://www.wikihow.com/Get-a-Job-in-a-Call-Center.
How To Become a Call Center Agent In the Philippines: An Ultimate Guide | FilipiKnow. (2019, October 2).
FilipiKnow. https://filipiknow.net/how-to-become-a-call-center-agent-in-philippines/.
How To Become a Call Center Agent In the Philippines: An Ultimate Guide | FilipiKnow. (2019, October 2).
FilipiKnow.
https://filipiknow.net/how-to-become-a-call-center-agent-in-philippines/#Working_as_a_Call_Center_Agent
_in_the_Philippines_A_Quick_Overview
.
E. (n.d.). 8 Effective Call Center Job Interview Tips - Exprosearch. exprosearch.
https://exprosearch.com/blogs/job-search/8-effective-call-center-job-interview-tips.