1. Fatima Zain
Human Resource Manager
Fatima.zain@skylines.ae
YOUR SOFT SKILLS
CALL CENTRE

2. Human Resource Manager
HAFIZA FATIMA ZAIN
Born on October 15, 1990 in Karachi, Pakistan.
She is a graduate and having good exposure in
market. She is enthusiastic, energetic and
passionate in her work and life.
She is career oriented lady and having good
experience in different market.
She have 4+ years of experience with different
organization and she proved herself a strong
candidate by completing and fulfill her designated
tasks and job descriptions.

3. CONTENTS
1. Call Centre Services
2. Soft Skills
3. Good Practice in Call Handling
4. Bad Practice in Call Handling
5. Phonetic Alphabet
1. Post Discussion

4. There are many different terms used to
describe call centers – service centers, sales
centers, contact centers etc.
In its basic form the key role of a call
center is its responsibility for handling
the telephone (channel) calls for an
organization
CALL CENTRE SERVICES

5. SOFT SKILLS
The way you speak to a customer, in terms of the
language you use, your tone of voice and clarity
are also important and often referred to as the ‘soft
skills.’
Two other important influencers are the rapport
that you may build up with a customer and the
empathy that you show them for the situation they
maybe in.

6. GOOD PRACTICE IN CALL
HANDLING
Your Soft Skills

7. GOOD PRACTICE IN CALL
HANDLING
 Good rapport with the
customer
 Type whilst talking &
listening
 Listen without
interruptions
 Using the customers
name
 Print documentation off
whilst talking
 Under promise
 Repeat phonetically
 Summarize what has been
done
 Empathy with customer
 Close

8. BAD PRACTICE IN CALL
HANDLING
Your Soft Skills

9. BAD PRACTICE IN CALL
HANDLING
 Inconsistency
 Stationery or
documentation not to
hand
 Not taking complaints
seriously
 Putting calls on hold
without permission (long
periods)
 Wasting time during
pauses
 Using jargon
 Interrupting the customer
 Forget Data Protection
rules
 Don’t always repeat
phonetically
 Unenthusiastic

10. PHONETIC ALPHABET
Your Soft Skills

11. The Phonetic Alphabet is used in many centers to
help ensure the right information is given.
It is useful to learn this alphabet as it can help
make the call handling more effective and
efficient.
PHONETIC ALPHABET

12. A – ALPHA
B – BRAVO
C – CHARLIE
D – DELTA
E – ECHO
F – FOXTROT
G – GOLF
H – HOTEL
I – INDIA
J – JULIET
K – KILO
L – LIMA
M – MIKE
N – NOVEMBER
O – OSCAR
P – PAPA
Q – QUEBEC
R – ROMEO
S – SIERRA
T – TANGO
U – UNIFORM
V – VICTOR
W – WHISKY
X – X-RAY
Y – YANKEE
Z – ZULU

13. POST DISCUSSION
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