• Asking the correct questions – probing and prompting the customer wherever required.
• Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly.
• Timely and accurate capturing all the information given by the customer in CRM.
• Talking fluently in the customer’s language.

Managing the call through:

• Creating empathy with the customer and building the customer’s confidence.
• Emphasizing key words, handling objections and using product / service benefits to respond to customer queries and objections.
• Offering first interaction resolution wherever possible.
• Using front end empowerment tools as authorized to correctly address issues.
• Raising the correct Service Request wherever immediate resolution is not possible.         

Handling irate / demanding customers where necessary, in a tactical manner

Escalating the call to the team leader / manager, wherever desirable

Follow-up with customers within a specified time period with regards to the initial phone call.

Staying current with knowledge of products/ processes & services offered

Ensure full adherence to all the quality parameters.