Monthly Archives: July 2012

Improving your credibility at a call center

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Improving your credibility at a call center

How to acquire clients for call centers
If you want overseas clients to trust you when you work at or run an Indian or Filipino Call Center, then you need credibility.  If you speak English like someone who has never set foot on American soil, but claim to be in Newark, NJ, who will believe you? We may be bad at math in the United States, but we are not complete fools.    If you are going to fake an American location, then you should be really sound like an Indian who has lived in the United States for a few years, and that will only be possible if you have been working with Americans for many years.  In fact — if you are that good at American English, nobody will question your location in the first place!

Verifying information looks professional
Another issues is presentation.  A guy called me from India trying to tell me that there was something wrong with my computer. He couldn’t tell me which MSN office informed him of the problem with my computer, nor could he tell me my full name or address.  He butchered my first name, and had no clue as to what my other personal information was.  If he had clearly announced who he was, his company name and location, and asked to speak to me, then he would have established some credibility. The next step would be to verify my address, so that he could be sure that my address was the one with the allegedly “infected” computer.  The third verification should have been to ask how many computers were in the house, so he could isolate which one had trouble.  If someone in Pune could accurately tell me what is wrong with my computer in Los Angeles (and be correct about it) without ever having met me, I would be very impressed.

Your phone # should match your claimed location
If you are claiming that your company is in Brooklyn, NY, you should ideallly NOT have a Marathi phone number.  Instead, you should have a phone number that is from New York City — preferably in the 718 area code.  Phone numbers can be bought and sold, so there is no excuse not to have a vanity number!

Long speeches without allowing questions doesn’t work
I had a call center worker call me and he went rambling on for almost two minutes without letting me get a word in edgewise. In fact, he took offense and raised his voice at me when I tried to ask a question. You would gain the good graces of prospective clients better if you engage them in a well rehearsed dance of dialogue.  You ask a question, they answer, then they ask a question, and then you answer. People feel happier when they are a PART of the conversation and not just a sound board.

Seeing if your prospect is interested is a good approach
Many Indians will just push their product on anyone without bothering to see if the person is interested or not.  People can be very pushy in India, and Americans don’t like this at all.  It is polite to first verify if the person at the end of the line is interested in talking to you about your offer or proposal before going on.  It might be good to start with a speech that quickly announces the dangers of not having your product, and THEN ask if the prospect is interested…


Call Center Worker — Hi this is Jack from Computer Verify in Brooklyn, NY.  May I speak to John Doe please?
Prospect — Yes, this is John
Call Center Worker — John, are you still residing at 10 Hill Street, Los Angeles, CA 90001?
Prospect — Yes, I am still at that address.
Call Center Worker — We have been informed by Mictosoft that a computer at your address has been infected with spyware which can eventually render your computer disfunctional.  Would you be interested in learning how to protect your computer from this type of danger?
Prospect — Gee, that is interesting, my computer runs just find and I have virus protection. Are you sure you have the correct address?
Call Center Worker — Yes, it says 10 Hill Street… But, there was no apartment number.
Prospect — Hmmm. Interesting.  And which local Microsoft office told you that my computer has a problem?
Call Center Worker — The offer that reported to us is located in Sunnyside, IL — they may have obtained this information from a third party.

I recently had a very similar conversation with a call center worker, however he was unable to answer any of my questions, yet I couldn’t get him to stop talking — how annoying!

So, the bottom line is — if you want to know how to get call center clients or find call center clients — develop practices that boost your credibility!

You  might also like:

The 2 minute contact rule

Mistrust and phone interaction

Indians who ask a million questions

The Mystery Call Center Caller

Categories: Call Center | Tagged | 1 Comment

The mystery call center caller

Just a few minutes ago I got a call from someone in India.  He told me that my computer had some virus or malware that was slowing me down.  I asked him how he knew that, and he wouldn’t stop talking.  I told him that call center workers need to LISTEN as well as reading scripts, and that they need to give straight answers to questions.  This guy wouldn’t stop talking until I interrupted him harshly.

In any case, he said that he got my information from some database somewhere from microsoft, and that he was in Brooklyn, NY. But, his phone number was from India and had the 91 country code in it. Bizarre.  I asked him where in America I was located in and what my name was.  He could barely pronounce my name and mispronounced most English words which disqualified him in my mind from being employable in Brooklyn.  I had to ask him three times where I was located, but he couldn’t say.

Then, he asked me to go into my open file mode and try to open up a file.  Since I didn’t know who he was, and since he didn’t introduce himself properly to me, or identify me or my location properly, I  didn’t trust him.  He said that he was going to save my computer from crashing, but I thought that perhaps he was going to supervise me on installing spyware or a virus.  Was this guy a scam, or just poorly trained?  I was not going to take chances.

I don’t really understand what the call was about. But, the bottom line is that he didn’t act professional.  A good call center worker introduces themselves, and verifies who they are talking to before commencing on their speech.  This character raised his voice at me and refused to answer simple questions.  His English was spoken in a nasal monotone, and his pronunciation was understandable but far from standard in either the U.S., or England.

Have you ever had this type of experience?