COMMUNICATION SKILLS USED IN THE BPO INDUSTRY

Introduction
Mastering communication skills means dealing and coping with a variety of
tasks, customers, and scenarios. This is especially true for those employed
by call centers. Customers rely on prompt, efficient, and courteous
telephone service. Even if you work alone in a home-based office as a call
center agent, keep in mind that you are part of a team. Your job requires
you to deal with a variety of complaints, and engage in problem solving
techniques that prompt positive and acceptable solutions to customer
complaints.

In addition, mastering communication skills means understanding different

styles of communication, engaging active listening skills, and mastering
quality delivery services over the phone.

Styles of Communication

You may think there's only one style of communication - after all, one
person talks and another person listens. However, it's not quite that simple.
When it comes to customer service and call center training, it's important to
understand there are different communication types.

These types are commonly divided into three separate categories:

assertive, passive, and aggressive. These communication styles go both
ways, meaning these styles are found not only among customers, but also
among call center agents and customer service representatives.
1. Aggressive communicator is not pleasant to deal with. Communication
with such an individual is likely to be combative and "black and white." This
type of person will have a specific complaint, or initiate an either/or attitude
when it comes to resolving such an issue. Aggressive communicators often
dominate communication efforts, ignore the other speaker and their
comments or suggestions, or interrupt constantly.

2. Passive communicator is the opposite of an aggressive communicator.

This type of communicator tends to go along with, or agree with, everything
another person says. In many cases, an extremely passive communicator is
unable to form an opinion on their own. Passive communicators do their best
to avoid disagreeing with pressing or serious issues brought up by someone
else. A passive communicator typically allows the other person to control
conversation, issues, and choices. Such an individual isn't ideally suited to
be either a customer service representative or call center agent, because
such individuals cannot be firm enough in providing solutions, compromises,
or even negotiations with the customer.

3. Assertive communicator is somewhere in the middle between passive

and aggressive. An assertive communicator has the ability to listen to
someone else's problem or issue and offer solutions or negotiations to form
a compromise or resolution to the problem. However, even though they're
polite and courteous, they won't allow themselves to be walked all over.
They respect others and themselves, their abilities, and their capabilities.

*** The most ideal type of communicator in a call center or

telephone service position is the assertive communicator.
Listening

One of the main jobs of a customer service representative, and most

especially a call center agent, is to listen to what a customer is saying. It's
not enough to hear what a customer is saying, but to listen to their words,
their meaning, and their tone of voice.

Customer-focused listening skills are essential for customer service

representatives who do well in the business, as well as for the company they
work for. It's important to train customer service representatives and call
center agents who work the telephones to realize that a customer has a
variety of needs when it comes to services. They may not only need physical
support, but mental or emotional support, as well. A customer wants to feel
as if they're important to the company you represent.

Any individual working in a hospitality or customer service-based field or

industry should learn that there are three recognized "levels" of listening,
and many of us are not even aware of it. So, what kind of listener are you?
Do you listen to people differently if you've had a bad day at home, you're
worried about taking your dog to the vet after work, or your boss is being a
jerk?

Listening levels and skills rate between effective and least effective. The
term active listening is defined as listening with everything you have, and
not just to the sounds coming from the other end of the phone. Active
listening means that you have to put your own attitude, worries, and
concerns away and focus solely on listening to what the other person is
saying.

Level 3 listening is the least effective form of listening. This level personifies
someone who has literally zoned out, or daydreams while someone else is
talking. They pretend to pay attention, and form standard noncommittal
replies or body gestures, but they're not really listening to what someone
else is saying. They're more interested in what they have to say. This poor
level of listening skill can have a very detrimental effect on customer
service, decision-making, and resolutions with customers.

Level 2 listening involves a person who is paying attention to what

somebody else is saying, but doesn't necessarily understand what they're
trying to say. Such a listener will understand the actual spoken words, but
neglects the importance of tone of voice. If face-to-face, this type of listener
neglects to watch body language, facial expressions, and so forth. Such a
listener often misinterprets or misunderstands what a caller needs or wants,
and ends up performing incorrect actions, or offering solutions that don't
solve the problem.

Level 1 listening. The most effective listening level. This level defines
someone who actively pays attention and focuses solely on a speaker. This
type of listener puts everything together: tone, vocabulary, listening, and
body language. This type of listener utilizes information to form a judgment
or a solution, without being influenced by their own attitudes or distractions.

The best listener is someone who takes the time to hear a message, ask
relevant questions, and then evaluates what has been said. This approach
promotes positive solutions, understanding, and respect for the speaker.
Mastering Your Delivery

As a call center agent, it's important to master a variety of communications

skills. These skills not only include understanding communication styles, but
also listening styles. In addition, it's important for you to master optimal
quality and delivery of services over a telephone line. You can do this by:

 Asking appropriate questions - By asking questions, you'll gain

the information that you need to offer a solution.
 Coming up with an answer - Before answering questions, make
sure you know the answer. Make sure you understand the question being
asked. Again, if you don't know the answer, tell the caller that you don't know,
but will find someone who does.
 Choose adequate vocabulary to communicate - Call
center agents and customer service representatives are encouraged to avoid
use of negative language. Negative language and words include words
such as impossible, can't, not, and no. Positive words include can, able,
and yes.

Whether the customer can see you or not, always strive to offer the best in
quality delivery services over the phone. Courtesy counts. You'll find, even
when dealing with difficult or irate customers, that the calmer and more
soothing your voice, the faster the individual will calm down. Literally, take
the wind out of their sails by maintaining your patience. Don't let them ruffle
your feathers -- rather, do your best to let them know that you're hearing,
listening, and understanding their complaint.

Conclusion

Active listening, the right communication style, and showing common

courtesy goes a long way toward proving to customers that you do care, and
the company does care about them. Effective listening skills and excellent
communication skills can literally mean the difference between success and
failure of the business for whom you work.