Friday, October 14, 2011

Upping the Advantages of the Voice-BPO Industry via the Art of Speed Listening

Voice-BPO thrives on voice communication between the call center agent/representative and the customer. Whether inbound or outbound, calls are either made to or received from the latter respectively. The communication services rendered by call center companies cover a range of differentiated business areas—sales, reservations, bank accounts, and tele-marketing. Because communicating well serves as the cornerstone of this industry, learning the salient points of conducting a conversation, speaking and listening, is mandatory.

Speaking well is a most important skill all call center agents have to acquire. However, the absence of good listening skills renders them incapable of providing the right input to speak interactively, thus disabling them from properly communicating with their customers. Interface Techno-Phil, Inc.(ITI) knows that the indeciduous value of these skills in establishing their business objective relies on having a well-trained, competent voice-BPO workforce. During training, the call center agents, making up a huge chunk of the latter, are provided with ample instructions and specially designed training activities geared towards developing excellent speaking and listening skills.

Bearing in mind the merits and necessities of learning to speak well, speed listening, in particular, must likewise be learned, acquired, and harnessed if a successful two-way communication between call center agents and their customers is to be achieved. Using the pointers discussed in “The Art of Speed Listening” by Tom Schranski, PhD as guide, call center agents can easily understand and learn the basics of becoming an excellent listener. Although he had created these for use by executive leaders, the major points discussed therein highlight exactly the same definitions and processes of the nature of listening, that call center agents/representatives can use in their line of work.

See the matter through the speaker's vantage point.

Listening requires being able to anticipate what the speaker has to say. Should expectations be met, the listener gains a learning advantage. If otherwise, he or she has the option of determining why this is so, as he or she listens more intently.

Determine the elements comprising the speaker's individualized perspective.

While the speaker states his case, elements inclusive of facts and prevailing emotions come into play. Comprising the individualized sense of logic, these serve as the basis for understanding his or her premise. As the listener, attuning to them, while managing to distinguish one from the other, allows for a clear and better analysis of the core of the speaker's circumstance. By this, the listener can already see and surmise the similarities between his or her and the speaker's points of view.

Identify key points mentally.

Through the course of listening, taking mental notes of the speaker's key points is required. Key points are important details pertaining to the heart of the speaker's circumstance. As he or she speaks, these would be revealed to the listener, who should gather and store these details in mind automatically. He or she would use them later to form the appropriate response or consequent inquiry in the conversation.

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