tial

s en
s
E ANCED
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 "Success comes from daily mental training + discipline"
Instructions: Every morning right after waking up, and every night before going to sleep, you must
repeat out loud with STRONG BELIEF AND FEELING that everything you repeat is a fact in your life.

REMEMBER, YOU ARE THE OUTCOME OF YOUR MOST PREDOMINANT BELIEFS IN YOUR LIFE.

english4callcenters.com/student
7
call center
introduction
 introduction to
the industry

Call Center
Industry Introduction

The outsourcing of the call center industry from English

speaking countries to Latin American countries has THE OURSOURCING HISTORY
been a growing trend in recent years. The shift has
The first Latin American country where call center
been driven by several factors, including cost savings,
services were outsourced is widely considered to
access to a large pool of talented bilingual be Mexico. Mexico has a long history of
professionals, and a growing demand for nearshore outsourcing and has been a popular destination
customer service. Many companies, especially in the for call center services for several decades. This is
US and UK, have outsourced their call center operations due to a combination of factors such as its
to countries such as El Salvador, Guatemala, proximity to the US, its large pool of talented
Nicaragua, Mexico, and other Latin American bilingual professionals, and its relatively low labor
countries, where they can save up to 50% on labor costs. Over the years, Mexico has established itself
as a major hub for the call center industry,
costs compared to their domestic markets.
attracting numerous companies from the US and
other English speaking countries. Mexico's
The rise of digital technologies has made it easier for favorable business environment and growing
companies to manage remote teams, allowing them to infrastructure have also made it easier for
tap into the talent and resources of other countries. companies to establish and operate call centers
there, further boosting the country's reputation as
Furthermore, many Latin American countries have
a destination for outsourcing.
taken steps to improve their infrastructure and
business environment, making it easier for companies
to establish and operate call centers there. As a result,
the call center industry has become an important
sector for these countries, providing employment Mexico, Brazil, Colombia, Costa Rica, Argentina,
opportunities and contributing to their economic Honduras, Nicaragua, Peru, Chile, Guatemala,
growth. and El Salvador are the top destinations for
outsourced call center jobs in Latin American.
 teleperformance

Registered Name:
Teleperformance SE
Founded in: 1978
About Teleperformance

Teleperformance SE (TP) is an Mission

omnichannel company
at Teleperformance, we deliver an
headquartered in France. The
outstanding customer experience,
company provides customer
at every single opportunity, as a
acquisition management,
result of our commitment, passion,
customer care, technical support,
and dedication to excellence. We
debt collection, social media
create opportunities and value for
services, and other services. It
employees, clients, customers,
operates in 88 countries and serves
communities, and shareholders.
170 markets

It is one of the world’s largest call

centers and its clients include Apple
Vision
Inc, Amazon.com, and Uber. to bring a strategic vision to
increase the loyalty and value of
Offices in Mexico, Guatemala, El
the customer base, from solutions
Salvador, Honduras, Nicaragua,
to implementation.
Chile, Costa Rica, Argentina, Brazil,
Perú, among others.
 application process

Step 1: Apply
You can apply onsite or online.
Scan the QR codes below.

ONSITE ONLINE

Step 2: Screening interview Step 4: Manager Interview

This is your very first interview in The results are handed over to the
which your English level will be account manager, team leader, or
measured. Candidates must have account trainer for a final interview.
at least 80% of English level. If you
don’t have the level required you Step 5: Manager Interview
will be given 2 to 3 months to keep
practicing. After successfully passing the
interview with the account
manager, payment details,
Step 3: Tests schedules, account name, and
After the interview, you will be benefits are given along with the
going through different tests to welcome letter and some
verify your skills. This includes a paperwork requests, and you are
grammar test, listening test, logical HIRED!
test, and any other test required by ACCESS OUR EXCLUSIVE PLATFORM TO PRACTICE FOR
THE INTERVIEW PROCESS WHERE YOU WILL FIND JOB
the account. INTERVIEW QUESTIONS, GRAMMAR TESTS, ANALYTICAL
PRACTICE TESTS, AND MORE.
 sykes

with us

Registered Name: SYKES BUSINESS

SERVICES OF INDIA PRIVATE LIMITED
Founded in: 1977

About Sykes
SYKES has been a global leader in
providing outsourced customer Presence in Colombia, Brazil, Costa
contact management services and Rica, Mexico, El Salvador, Nicaragua,
solutions in the field of business and Panama.
process outsourcing for more than
40 years. We have a global Mission
presence of more than 55,000
Our mission is to help people
employees located in more than 65
around the world by providing
centers in 20 countries. We provide
remarkable customer service for all.
a variety of sophisticated customer
contact management solutions to
Vision
a wide range of companies,
including Fortune 1000 companies, We help people, one caring
midsize companies, and public interaction at a time.
institutions around the world.
 application process

Step 1: Apply
You can apply onsite or online.
Scan the QR codes below.

ONSITE ONLINE

Step 2: Screening interview Step 4: Manager Interview

This is your very first interview in The results are handed over to the
which your English level will be account manager, team leader, or
measured. Candidates must have account trainer for a final interview.
at least 80% of English level. If you
don’t have the level required you Step 5: Manager Interview
will be given 2 to 3 months to keep
practicing. After successfully passing the
interview with the account
manager, payment details,
Step 3: Tests schedules, account name, and
After the interview, you will be benefits are given along with the
going through different tests to welcome letter and some
verify your skills. This includes a paperwork requests, and you are
grammar test, listening test, logical HIRED!
test, and any other test required by ACCESS OUR EXCLUSIVE PLATFORM TO PRACTICE FOR
THE INTERVIEW PROCESS WHERE YOU WILL FIND JOB
the account. INTERVIEW QUESTIONS, GRAMMAR TESTS, ANALYTICAL
PRACTICE TESTS, AND MORE.
 Concentrix

Registered Name: Concentrix

Corporation
Founded in: 1983

About Concentrix Concentrix provides services in our

Concentrix Corporation is a leading main industry verticals: technology
provider of consumer experience (CX) and consumer electronics; retail,
travel, and e-commerce; banking,
and technology solutions to improve
financial services, and insurance;
business performance for some of the
health care; communications and
world’s best brands, including more
media; automotive; and energy and
than 100 Fortune Global 500 clients the public sector with presence in
and more of 100 disruptive global Argentina, Brazil, Colombia, Costa
clients. Rica, Dominican Republic, El
Every day, in more than 40 countries Salvador, Honduras, Nicaragua, and
and on six continents, our people others.
deliver next-generation customer
Mission and vision
service experiences and help
companies better connect with their We will be the greatest customer
customers. We create better business engagement services company in
results and make a difference for our the world, rich in diversity and
clients through technology, design, talent. We will get there by
data, processes, and people. embracing our culture.
 application process

Step 1: Apply
You can apply onsite or online.
Scan the QR codes below.

ONSITE ONLINE

Step 2: Screening interview Step 4: Manager Interview

This is your very first interview in The results are handed over to the
which your English level will be account manager, team leader, or
measured. Candidates must have account trainer for a final interview.
at least 80% of English level. If you
don’t have the level required you Step 5: Manager Interview
will be given 2 to 3 months to keep
practicing. After successfully passing the
interview with the account
manager, payment details,
Step 3: Tests schedules, account name, and
After the interview, you will be benefits are given along with the
going through different tests to welcome letter and some
verify your skills. This includes a paperwork requests, and you are
grammar test, listening test, logical HIRED!
test, and drug test. ACCESS OUR EXCLUSIVE PLATFORM TO PRACTICE FOR
THE INTERVIEW PROCESS WHERE YOU WILL FIND JOB
INTERVIEW QUESTIONS, GRAMMAR TESTS, ANALYTICAL
PRACTICE TESTS, AND MORE.
 skycom

Registered Name: Skycom

Outsourcing
Founded in: 1997

About Skycom SkyCom’s command center is in

Miami, Fl., where we monitor the
For more than 15 years, SkyCom has productivity of all of our agents. Our
been helping businesses of all sizes proprietary software allows us to
become more efficient and lower hire, manage and track every aspect
operational costs. SkyCom’s founder of our onsite and work-from-home
saw a need to create a quality staff. Some of our locations outside
outsourcing company that could help of the U.S.:
businesses lower costs while El Salvador
maintaining customer satisfaction. Costa Rica
Mexico
With talented, hardworking agents,
Colombia
SkyCom is now the best value in the
market!
Mission and vision
SkyCom offers a wide variety of We will be the greatest customer
options: onshore, nearshore, and engagement services company in
offshore business process outsourcing the world, rich in diversity and
(BPO). talent. We will get there by
embracing our culture.
 application process

PENDING ONLINE QR
You can apply onsite or online.
Scan the QR codes below.

ONSITE ONLINE

Step 2: Screening interview Step 4: Manager Interview

This is your very first interview in The results are handed over to the
which your English level will be account manager, team leader, or
measured. Candidates must have account trainer for a final interview.
at least 80% of English level. If you
don’t have the level required you Step 5: Manager Interview
will be given 2 to 3 months to keep
practicing. After successfully passing the
interview with the account
manager, payment details,
Step 3: Tests schedules, account name, and
After the interview, you will be benefits are given along with the
going through different tests to welcome letter and some
verify your skills. This includes a paperwork requests, and you are
grammar test, listening test, logical HIRED!
test, and any other test required by ACCESS OUR EXCLUSIVE PLATFORM TO PRACTICE FOR
THE INTERVIEW PROCESS WHERE YOU WILL FIND JOB
the account. INTERVIEW QUESTIONS, GRAMMAR TESTS, ANALYTICAL
PRACTICE TESTS, AND MORE.
 telus
international

Registered Name: TELUS

INTERNATIONAL PHILIPPINES, INC.
Founded in: 2005

About Telus International Presence in 28 countries like United

Fueling any stage of company growth, States, Canada, Guatemala, El
TELUS International delivers Salvador, and others. offering
support in over 50 languages
integrated customer experience and
digital services solutions to some of
Mission and vision
the world’s most disruptive brands
from fast-growing tech, financial Hands down, our culture is our
services and fintech, games, travel competitive advantage. It’s what
and hospitality, and healthcare fuels our innovative approach to
industries. The company’s solutions delivering end-to-end customer
cover customer experience, digital experience solutions backed by
transformation, IT lifecycle, advisory next-gen technology. It’s also what
services and digital consulting, risk makes us stand out from the
management, and back-office competition. We invite you to learn
support. more, or better yet, come visit one
of our global centers of excellence
to see for yourself!
 application process

Step 1: Apply
You can apply onsite or online.
Scan the QR codes below.

ONSITE ONLINE

Step 2: Screening interview Step 4: Manager Interview

This is your very first interview in The results are handed over to the
which your English level will be account manager, team leader, or
measured. Candidates must have account trainer for a final interview.
at least 80% of English level. If you
don’t have the level required you Step 5: Manager Interview
will be given 2 to 3 months to keep
practicing. After successfully passing the
interview with the account
manager, payment details,
Step 3: Tests schedules, account name, and
After the interview, you will be benefits are given along with the
going through different tests to welcome letter and some
verify your skills. This includes a paperwork requests, and you are
grammar test, listening test, logical HIRED!
test, and any other test required by ACCESS OUR EXCLUSIVE PLATFORM TO PRACTICE FOR
THE INTERVIEW PROCESS WHERE YOU WILL FIND JOB
the account. INTERVIEW QUESTIONS, GRAMMAR TESTS, ANALYTICAL
PRACTICE TESTS, AND MORE.
customer
service
 CUSTOMER SERVICE

CUSTOMER SERVICE
INTRODUCTION

Customer service refers to the support and

assistance that a company provides to its GREAT CUSTOMER SERVICE
customers before, during, and after a purchase.
Great customer service is the
This can include a range of activities, such as
cornerstone of any successful
answering customer inquiries, resolving problems,
business. It is the difference between
providing product information, and facilitating the
buying process. The goal of customer service is to a satisfied customer who will return
ensure that customers have a positive experience and a dissatisfied customer who will
with a company and to build customer loyalty spread negative word of mouth.
and satisfaction. Customer service can be Companies that focus on providing
provided in various forms, including in-person, excellent customer service
over the phone, through email or chat, and on understand that their customers are
social media. the lifeblood of their business and
therefore, treat them with the utmost
Effective communication is also key to great respect and care.
customer service. Customers appreciate being
kept informed about their orders, and having
clear explanations about products or services.
This also includes timely and accurate Employees who are friendly, empathetic and
responses to customer inquiries, whether they knowledgeable can make all the difference in the
come in through email, phone, or live chat. customer experience. They listen to the
customer’s concerns and work to find solutions
that meet their needs.
 5 steps

5 STEPS TO SOLVE
AN ISSUE

1. Listen actively: Listen to the customer's

concerns and try to understand their
DE-ESCALATE A CUSTOMER point of view. Ask clarifying questions and
Customer de-escalation is a process of repeat their concerns to ensure you
resolving customer conflicts and understand the issue.
reducing customer frustration and anger 2. Empathize: Show empathy for the
in a calm and professional manner. It customer's situation and acknowledge
involves using effective communication their feelings. Let them know that you
and active listening skills, empathy, and
understand their frustration and that
problem-solving strategies to address
you're there to help.
the customer's concerns and find a
mutually acceptable solution. The goal of
3. Identify the root cause: Determine the
customer de-escalation is to maintain underlying cause of the problem and
the customer's trust and respect, defuse gather information to support your
the situation, and prevent the conflict understanding.
from escalating further. 4. Offer solutions: Present possible solutions
to the customer and involve them in the
decision-making process. Ensure that the
solution you propose is acceptable to the
A successful outcome of customer de-escalation customer and meets their needs.
can result in increased customer satisfaction 5. Follow up: After resolving the issue, follow
and loyalty, and a positive reputation for the
company. up with the customer to ensure that they
are satisfied with the outcome. Document
the resolution and use the feedback to
improve your customer service process.
 useful tips

USEFUL TIPS FOR

CUSTOMER SERVICE

Always ask using could, may, or would.

REMEMBER:
Incorrect: Your name?
1. Be professional and Correct: What is your name?
friendly: Greet
Incorrect: Give me your address.
customers with a
positive attitude, use a
Correct: Could you give me your address, please?
professional tone, and
treat them with respect Always thank the customer.
and courtesy.
2. Be professional and
Customer: My address is 123 blue street.
friendly: Greet
customers with a
Agent: Thank you / I appreciate it / Thanks
positive attitude, use a
professional tone, and Be empathetic
treat them with respect Put yourself in the customer's shoes and offer the
and courtesy.
best solution possible.

Agent: I understand how difficult this situation is. I

ALSO: am here to change this and help you in the best
possible way.
1. Offer multiple solutions:
Provide several options
to resolve the customer's Be accurate: Always tell the truth to the
issue and involve them in customer, don-t lie, don't invent.
the decision-making
process.
2. Show empathy: Address the customer by last name or first
Acknowledge the name.
customer's feelings and
let them know that you
understand their Agent: Mr. Smith, would you provide me with a good
frustration. telephone number, please?
 useful PHRASES

USEFUL PHRASES
FOR CUSTOMER SERVICE

PHONE COURTESY I am sorry to hear that.

Please, let me help you with that.

Greet the customer
politely: Start the call I will be happy to help you.
with a friendly and
professional greeting, Can you tell me what the problem is, please?
such as "Hello, thank
you for calling I will take care of this.
[company name]. How
may I assist you
I will take care of this.
today?"
I see what you are saying.

Let me make it up for you.

I understand.
LISTEN
Give me a change to make this right for you.
Listen actively: Pay
attention to the I am on your side.
customer's concerns
and ask clarifying Let's find a solution together.
questions to ensure
that you understand Bear with me for a moment.
the issue. Repeat back
their concerns to Would you mind if I place you on hold?
confirm your
understanding. Is there anything else I can do for you today?
 HOW TO PLACE ON HOLD

HOW TO PLACE A
CUSTOMER ON HOLD?

CORRECT:

Would you mind if I place you on hold for 2 minutes PHONE ETIQUETTE
so I can complete your order? Ask for permission: Before
placing the customer on
hold, ask for their
Is it okay if I place you on hold while I find a solution
permission and let them
for you? I won't take more than 3 minutes. know that you need to
place them on hold. Explain
INCORRECT: the reason for the hold,
I will place you on hold. One moment. such as checking for
information or transferring
Please hold, I will be right back.
them to another
One moment sir, I will be back soon. representative. Also, let the
customer know how long
WHAT IF YOU NEED MORE TIME? they can expect to be on
Refresh the call. Return to the call and apologize to hold.

the customer. Explain why you need more time and

ask for permission again. Remember to mention the
APOLOGIZE
reason, for how long they should expect to be
Apologize: Express your
placed on hold, and thank the caller. When you apology for the
return to the call, always apologize and thank the inconvenience of being on
caller. hold and offer to help in any
way you can while they are
waiting.
Example: Thank you for holding. I am sorry for
taking so long. I am still working on your case. Return promptly: Return to
the call as soon as possible
Would it be okay if I take two more minutes of your and apologize for the wait
time on hold? time. Re-engage with the
customer and address their
concerns.
Thank you!
 phonetic alphabet

THE PHONETIC
ALPHABET

THE PHONETIC

alphabet is a system of
standardized words used to
represent each letter of the
alphabet during
communication. It is used
by military, aviation, and
other organizations that
need clear, concise
communication to avoid
misunderstandings,
particularly in noisy or
adverse conditions.

WHY?
The phonetic alphabet
assigns a unique word to
each letter of the alphabet,
such as "Alpha" for A,
"Bravo" for B, "Charlie" for C,
and so on. By using the
phonetic alphabet,
individuals can clearly spell
out words, names, or other
important information,
reducing the chance of
misunderstandings and
errors.
 time zones

TIME ZONES
IN THE USA

By Law, the United States of America and its territories use nine time zones, with most of
the county observing DST (daylight saving time) for much of spring, fall, and summer
months. From west to east, the nine US time zones are Chamorro Standard Time
(UTC+10), Samoa Standard Time, Hawaii-Aleutian Standard Time (HST), Alaskan
Standard Time (AKST), Pacific Standard Time (PST), Mountain Standard Time, Central
Standard Time, Eastern Standard Time (EST), and Atlantic Standard Time (AST). The
contiguous US observes four time zones, while Hawaii, Alaska, and each of the five
territories has its time zone. The Department of Transportation regulates the DST and time
zone boundaries in the US.
 time zones

TIME ZONES IN THE USA BY CITY

Pacific Standard Time

Zone

Neva Califo
Idaho
da rnia
(ID)
(NV) (CA)

Orego Washi
n ngton
(OR) (WA)

Central Standard Time Zone Eastern Standard Time Zone

Mountain Standard
Time Zone Connecticut New Jersey Vermont
Mississippi Nebraska (CT) (NJ) (VT)
Alabama (AL)
(MS) (NE)
New York Virginia
Delaware (DE)
(NY) (VA)
Wyomi
Idaho Monta Missouri North Dakota
ng Arkansas (AR)
(ID) na (MT) (MO) (ND) West
(WY) North
Georgia (GA) Virginia
Carolina (NC)
(WV)
Oklahoma Tennessee
Illinois (IL)
(OK) (TN)
Maine (ME) Ohio (OH) Florida (FL)
New
Arizon Wisconsin Kentucky
Mexico Iowa (IA)
a (AZ) (WI) (KY) Maryland Pennsylvania
(NM) Indiana (IN)
(MD) (PA)

South Massachusett Rhode Island Michigan

Louisiana (LA) Texas (TX)
Dakota (SD) s (MA) (RI) (MI)
Colora
Utah
do
(UT) New
(CO) South
Minnesota (MN) Kansas (KS) Hampshire
Carolina (SC)
(NH)
 soft-skills

CUSTOMER SERVICE
SOFT-SKILLS

Communication: Clear and concise verbal

REMEMBER:
communication, active listening, and the ability
Call center soft skills are to clearly and effectively convey information to
personal qualities and customers.
abilities that enable call Empathy: Understanding the customer's
center agents to perspective, showing genuine concern for their
effectively interact with problems, and being able to relate to their
customers, solve their feelings.
problems, and provide Patience: The ability to remain calm and patient
excellent customer in challenging or stressful situations and to
service. Some of the key
handle frustrated or angry customers in a
call center soft skills
professional manner.
include:
Adaptability: The ability to quickly respond to
changing customer needs and to handle
multiple tasks and responsibilities at once.
Problem-solving: The ability to identify and
INTERVIEW: resolve customer issues quickly and effectively,
using creative and innovative solutions.
During an interview you
Positive attitude: A friendly and professional
must use skills to
describe yourself and demeanor, a willingness to help, and a
give an example of a real commitment to providing excellent customer
life scenario. Review service.
these important skills and Teamwork: The ability to work well with others,
be ready to answer
collaborate effectively, and support team
questions like "What are
your skills?" during members when necessary.
interviews.
 Glossary

CUSTOMER SERVICE
Call center agent: A person who handles Loyalty - a customer's level of
calls on behalf of a company or commitment to a company or brand.
organization. Multichannel Support - providing
Call center supervisor: A person customer service through multiple
responsible for overseeing the channels (e.g. phone, email, chat).
performance of call center agents and Negative Feedback - an expression of
ensuring the delivery of high-quality dissatisfaction with a product or service.
customer service. On-boarding - the process of introducing
Call center manager: A person a new customer to a product or service.
responsible for overseeing the overall Outbound Call - a call made by a
operation of a call center customer service representative to a
Acknowledgement - acknowledging a customer.
customer's issue or request. Service Level Agreement (SLA) - a
Active Listening - giving full attention to contract outlining the expectations of
what the customer is saying. customer service.
Apology - expressing regret or remorse Up-sell - the process of offering a
for a customer's negative experience. customer a more premium product or
Customer Satisfaction - the measure of service.
how well a company meets the
expectations of its customers.
Empathy - the ability to understand and
share the feelings of another person.
Escalation - the process of referring a
customer issue to a higher authority.
First Call Resolution (FCR) - resolving a
customer's issue on the first call.
Hold Time - the amount of time a
customer spends on hold during a call.
Positive Feedback - an expression of
satisfaction with a product or service.
Resolution - the successful outcome of a
customer's issue.
Retention - the ability to keep a customer
over time.
 sales
introduction
 sales

SALES
INTRODUCTION

Sales refer to the activities and processes

involved in promoting, offering, and exchanging EFFECTIVE SALESPEOPLE
products or services for money or other
Effective salespeople typically have a
compensation. It is the act of convincing a
variety of techniques and strategies
prospective buyer to purchase a product or
for overcoming objections, including
service, typically through a combination of
marketing, advertising, and direct or indirect using active listening, demonstrating
interactions with the customer. The goal of sales empathy, and using positive body
is to create value for the customer and generate language and tone of voice to build
revenue for the seller. rapport with the customer. By
overcoming objections and resolving
ales can take many forms, including in-person any concerns the customer may
sales, telemarketing, e-commerce sales, and have, salespeople can increase the
more. Effective sales strategies typically involve likelihood of closing the sale and
understanding the customer's needs, identifying achieving their goals.
potential barriers to the sale, and developing a
compelling offer that meets the customer's
needs and exceeds their expectations.
Successful salespeople typically have strong Persuasion: Salespeople must be able to
communication, interpersonal, and problem- influence and persuade customers to
solving skills, and are able to build relationships, make a purchase, using a combination of
handle objections, and close deals effectively. logic, emotions, and a compelling sales
pitch.
 5 steps

5 STEPS TO BE THE
BEST SELLER OVER THE PHONE

1. Build rapport: Establish a personal

connection with the customer by showing
SALES OVER THE PHONE empathy and interest in their needs. Find
Sales over the phone are a crucial common ground as this will help you
aspect of many businesses, as they allow overcome objections.
companies to reach a wider audience 2. Listen actively: Pay attention to the
and build customer relationships from a customer's concerns and needs, and ask
distance. Here are some tips for clarifying questions to ensure that you
successful sales over the phone:
understand their situation.
3. Make the pitch: Present your sales proposal
clearly and persuasively, highlighting the
benefits and value of your product or service.
Address any objections or concerns the
By following these steps, you can customer may have.
effectively sell products or services over 4. Close the sale: Ask for the customer's
the phone, build customer relationships, commitment and overcome any final
and drive sales for your business.
Additionally, it is important to remember
objections. Provide clear instructions for next
to always provide excellent customer steps and follow up promptly after the call.
service, maintain a professional 5. Overome objections: to overcome objections
demeanor, and handle objections and during a sale, it is important to listen actively
challenges with patience and empathy.
to the customer, understand the root cause of
the objection, and respond with a solution
that addresses their concerns.
 sales skills

IMPORTANT SALES
SKILLS

1. Communication: Strong verbal and written

communication skills are essential for sales, as salespeople
must be able to articulate the benefits and value of their SALES SKILLS
product or service in a clear and convincing manner. A successful
2. Active listening: A good salesperson must be an active salesperson must
listener, paying attention to the customer's needs and have a
concerns, and asking clarifying questions to better combination of
technical and
understand their situation.
personal skills to
3. Problem-solving: Effective salespeople are able to identify
effectively sell
customer needs and develop creative solutions to address products or
their challenges. services.
4. Persuasion: Salespeople must be able to influence and
persuade customers to make a purchase, using a
BEST SELLER
combination of logic, emotions, and a compelling sales
A successful seller is
pitch. motivated,
5. Product knowledge: A strong understanding of the product hardworking, and
or service being sold is crucial, as it enables salespeople to continuously strives to
improve their skills and
address customer questions and objections effectively. knowledge. They are
6. Customer relationship building: Salespeople must be able able to build
to build relationships with customers. relationships with
customers, establish
7. Adaptability: Effective salespeople must be able to adapt trust, and close deals
their approach to changing market conditions, customer by overcoming
needs, and other variables, and continuously refine their objections and
delivering value. A
sales process. successful seller is
8. Self-motivation: Salespeople must be self-motivated, with results-oriented and
a strong desire to succeed, and must be able to driven to succeed, and
has the ability to
continuously improve their skills and knowledge to stay consistently generate
ahead of the competition. revenue and grow their
business.
 overcoming objections

OBJECTIONS IN SALES
AND HOW TO OVERCOME THEM

ACKNOWLEDGE THE
OBJECTION I don't have money: I understand you need to
save money. For this, I will give you a special deal
Validate the customer's of 20% off for the first 3 months of service. How
concerns and show that does it sound to you? Do we have a deal?
you understand their
I will call you back: The offer I have provided is
point of view. After a NO,
about to expire. I can give you a 30-day trial
offer solutions or
alternatives to help
period for you to experience the service. If you
overcome the objection. don't like it, you can cancel at anytime. What do
Then ask a confirmation you think about it? Do we have a deal?
question like "HOW DOES It is too expensive: The service you deserve
IT SOUND TO YOU?". should be high quality. As you mentioned, you
work from home and you need realiable internet
service. We provide the best internet service in
the country. Would you like to get a cheaper
option that will give you trouble? Because you
BENEFITS
are a value customer, I can give you the first
month for free. How does it sound?
Emphasize the benefits: I will discuss this with my wif: Would you like me
Highlight the key to create a three-way call with your wife so we
benefits and value of can talk about this promotion. I know your wife
your product or service, will love it.
and how it can help the
customer achieve their
goals.
 Glossary

SALES
Closing - the final stage of a sales Value Proposition - the unique benefit or
process when the sale is completed. solution a product or service offers to a
Conversion - the successful customer.
transformation of a prospect into a Cross-sell - the process of selling related
customer. products or services to a customer.
Customer Segmentation - the process of Customer Retention - the effort to keep
dividing customers into groups based on customers coming back for more.
common characteristics. Product Knowledge - the understanding of
Lead - a potential customer who has a product or service and its benefits.
expressed interest in a product or service. Prospecting - the process of searching for
Marketing Funnel - the journey a prospect and identifying potential customers.
takes from awareness to purchase. Win-back - the effort to regain a lost
Objection - a concern or obstacle that customer.
prevents a sale from occurring.
Pain Point - a problem or challenge that a
customer is facing.
Prospect - a potential customer who has
been identified as a potential buyer.
Qualification - the process of determining
if a lead is ready to buy.
Referral - a customer who recommends a
product or service to others.
Sales Cycle - the sequence of steps
involved in making a sale.
Sales Pitch - the presentation or pitch
used to persuade a customer to buy.
Sales Script - a pre-written or memorized
sequence of words used during a sales
call.
Upsell - the process of selling a more
expensive or additional product to a
customer.
technical
support
 Technical support

Technical Support
INTRODUCTION
technical support refers to the service provided
by a BPO company or Call Centter to clients or TECH-REPRESENTATIVES
customers to help them resolve any technical
issues they may face while using a product or
Some of the most important skills in
service. This may include software, hardware, or
technical support include patience,
any other technical equipment.
attention to detail, and the ability to
echnical support representatives are trained to work under pressure. Technical
diagnose and solve technical problems, answer support representatives must be able
questions, and provide guidance on how to use to remain calm and patient while
the product or service effectively. They may dealing with frustrated or upset
communicate with clients or customers through customers, while also paying close
various channels such as phone, email, chat, or attention to detail to ensure that the
remote desktop access. issue is fully resolved.

Technical support may be categorized as Level 1,

Level 2, or Level 3, depending on the complexity
of the technical issues and the level of expertise
required to resolve them. Level 1 technical Troubleshooting is the process of
identifying, diagnosing, and resolving
support typically involves basic
problems or issues that may arise with
troubleshooting, while Level 2 and 3 support
technology products or services. This may
may require more specialized knowledge and include software, hardware, or any other
skills. technical equipment.
 TECHNICAL SKILLS

IMPORTANT SKILLS
IN TECHNICAL SUPPORT

ARE YOU TECH-SAVVY?

1. Effective communication: A technical support
The term "tech-savvy" agent must be able to communicate clearly,
typically refers to an concisely, and effectively with customers over the
individual who has a
phone. This includes active listening, asking probing
strong understanding of
questions, and explaining technical concepts in
technology and is
non-technical terms.
comfortable using a wide
range of technology 2. Technical knowledge: Technical support agents
products and tools. A must have a strong understanding of the products
tech-savvy person is or services they support, as well as the technical
someone who is able to skills to diagnose and solve technical issues. This
adapt to new technology includes familiarity with operating systems, software
quickly, troubleshoot applications, and hardware components.
technical issues, and use 3. Problem-solving: Technical support agents must
technology to its fullest have strong problem-solving skills to diagnose and
potential.
resolve technical issues. This includes the ability to
identify the root cause of a problem, develop and
implement a solution, and test the solution to
TEAMWORK ensure that the problem is fully resolved.
4. Patience and empathy: Technical support agents
Teamwork and collaboration:
Technical support agents must must be able to remain calm and patient while
be able to work effectively with dealing with frustrated or upset customers. They
other members of the technical
must also be able to show empathy and
support team, as well as with
other departments within the understand the customer's perspective in order to
organization, to resolve provide effective support.
complex technical issues.
 5 steps

5 STEPS TO TROUBLESHOOT
AN ISSUE OVER THE PHONE

PROBING QUESTIONS 1. Build rapport: Establish a personal

Probing questions are often used in connection with the customer by showing
technical support and customer empathy. Show willingness to help by
service to help identify and diagnose mentioning statements like "I am the right
problems. For example, a technical person to solve this issue for you".
support representative may ask a 2. Ask probing questions: Narrow the cause by
customer open-ended questions asking enough questions to find the issue.
about a problem with their software, 3. Isolate the issue: Use a systematic approach
such as "Can you tell me more about to isolate the root cause of the problem. Start
the error message you're seeing?" or by ruling out the most obvious causes, such
"Can you walk me through the steps as incorrect settings or user error, and then
you took before the problem move on to more complex causes, such as
occurred?" These questions help the software or hardware malfunctions.
representative gather more information 4. Provide a solution: After asking all the
and pinpoint the root cause of the
questions, understanding the issue, provide
issue.
easy-to-follow steps to repair the issue.
5. Educate the customer: If the issue can be
Overall, probing questions are an
solved by the customer in the future, provide
important tool for gathering
the steps to the customer. Customers will feel
information, clarifying details, and
gaining a deeper understanding of a
empowered when you teach them out to fix
topic or issue. something.
 Glossary

Glossary
Debugging - the process of identifying Spam - unsolicited electronic messages,
and fixing errors or bugs in software or often for commercial purposes.
hardware. System Restore - a feature that allows a
Downtime - the time during which a user to revert a computer to a previous
system or device is unavailable or non- state.
functional. Tech Support - assistance for technical
Error - a mistake or malfunction in issues related to a product or service.
software or hardware. Troubleshooting - the process of
Firewall - a security system designed to identifying and fixing problems with
protect a network from unauthorized software or hardware.
access. User Account - a unique identification for
Hardware - physical components of a an individual using a computer or device.
computer or network. Virus - a type of malware that replicates
IP Address - a unique identifier for devices and spreads to other devices.
on a network. Backup - a copy of data or software
Latency - the time delay in data stored for disaster recovery purposes.
transmission over a network. Boot - the process of starting up a
Log - a record of events or activities computer or device.
within a system or network. Cache - a temporary storage area for
Malware - harmful software such as frequently accessed data.
viruses, worms, or Trojans. Driver - software that controls a specific
Operating System - software that controls hardware device.
the basic functions of a computer or
device.
Patch - a software update that fixes
security vulnerabilities or bugs.
Remote Access - the ability to control or
access a device from a remote location.
Router - a device that directs traffic
between different networks.
Server - a device that provides shared
resources or services to a network.
Software - computer programs or
applications.
Call center
vocabulary
 call center vocabulary

Applying at a Call Center

 call center vocabulary

During Training
 call center vocabulary

During Nesting
 call center vocabulary

During Calls
 call center vocabulary

Hardware and Software

 call center vocabulary

Accounts
 call center vocabulary

Call Center
 call center vocabulary

Call Center
 call center vocabulary

Call Center
 Glossary

CALL CENTER GLOSSARY

Call volume: The number of calls received Call center metrics: Performance
by a call center in a given time period. measures used to assess the efficiency
Call routing: The process of directing and effectiveness of a call center.
incoming calls to the most appropriate Call disposition: The outcome of a call,
agent or department based on specific such as resolved, transferred, or closed.
criteria. Call escalation: The process of
Average handle time (AHT): The average transferring a call to a higher-level agent
amount of time it takes for an agent to or supervisor when the initial agent is
handle a call from start to finish. unable to resolve the issue.
First call resolution (FCR): The ability of a Call monitoring: The practice of listening
call center to resolve a customer issue to live or recorded calls for quality
during the first call, without the need for assurance purposes.
additional follow-up. Call wrap-up: The process of
Abandoned call rate: The percentage of documenting the details of a call after it
incoming calls that are disconnected by has been completed.
the customer before being answered by IVR self-service: A feature that allows
an agent. customers to complete tasks, such as
Call abandonment: The process by which making a payment or checking the status
a customer hangs up before their call is of an order, through an automated
answered by an agent. system.
IVR (Interactive Voice Response): An Call recording: The process of recording
automated system that allows customers live calls for training, quality assurance, or
to interact with a call center through legal purposes.
voice commands. Customer experience (CX): The overall
Queue time: The amount of time a impression a customer has of a company,
customer spends waiting in line for their including interactions with the call center.
call to be answered. Callback rate: The percentage of
Call scripting: A pre-written script that callbacks requested by customers.
agents use to guide the conversation and Call center software: A set of tools used
ensure consistency in customer to manage call center operations, such as
interactions. call routing, reporting, and agent
Callback: A feature that allows customers performance tracking.
to request a call back from an agent
instead of waiting in line.
grammar
guide
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list of verbs
daily routine,
gular & irregular
re
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phrasal
verbs
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most important
idioms
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