Phone Skills in the Call Center

Agents with the proper telephone skills is perhaps the most critical part of running a successful call center.  Although some people think that answering the phone does not require training, it does if it is to be done with excellence.  Collectively, these articles provide the basis of what it takes to answer the phone with excellence and provide outstanding customer service.

"One Moment Please, While I Disconnect Your Call"

Weak Wimpy Words

The Perfect Answer

Things Your Callers Never Want to Hear

Building Rapport with Callers

Don't Sabotage Your Call Center

Keys to a Positive Attitude

What's Your Service Mentality IQ?

"Have a Nice Day"

That's Just Rude!

Smile, It May Be the Boss Calling

Watch That Tone Of Voice

Improving Listening Skills

How to Handle Accented Callers

Back to Basics

Also see training.