Influencing the BPO Conversation,
Art of carrying out a BPO conversation
Small talk is very important for business cultures across the world in order to build trust and rapport. It is very important factor influencing the BPO conversation. Even though there are slight differences in small talk, there are many common aspects. Common goal or aspect of small talk is not to sound like a robot or to break the ice. All it is required to improve the soft skill is to use few small questions or sentences to start the conversation. Below mentioned are few pointers to be kept in mind while dealing with clients.
What can you ask or say? – The foremost thing influencing the BPO conversation is to ask the right questions at the beginning the conversation or how do you start off the conversation. For instance, if you are making the call on a Monday, then you could start off by asking how the weekend was. Always you should attempt to follow up the answer given by them by making a statement or asking one more open-ended question.
Be careful of non-verbal behavior– You should always sound happy and upbeat. Try to smile while talking and sound interested. It is best to vary the voice and you should not sound monotonous. If you do not know how you sound, it is best to do a mock conversation and record it. It is the best way to learn how you sound.
Think about the choice of word– Even though English is an universally accepted common language. The words used in a conversation differ from place to place. For instance, in India, people use the word ‘weekend’ for Sunday and Saturday, while in USA people use the word ‘holiday’.
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