Structure of a Call

Calls in a service industry are divided into 2 types: inbound calls and outbound calls. Inbound calls are usually customer care calls whereas outbound calls are telemarketing calls and collection calls.
Customer care calls are inbound calls from existing or prospective customers who want information on the product or require after – sales assistance.
Telemarketing calls are outbound calls made by the agent to prospective customers to market their product or service E.g. Insurance and credit cards. Collection calls are again outbound calls made by companies to remind customers to pay their bills.
E.g. Banking and credit cards
Like any other form of communication, a telephone call also follows a logical structure. The different stages of an inbound call are given below:
* Call opening
* Collecting information/verification of information
* Listening to and paraphrasing the issue.
* Asking relevant probing questions
* Resolution
* Pre-closing
* Closing the call
Before taking a call, ensure you are ready to attend to a customer. Have the computer booted and ready. Keep a paper and pen ready and be mentally prepared to take the call. Answer the call promptly – preferably within 3 rings.