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- How to Answer the Phone Professionally at Your Business
Each of these jobs serves a purpose in the world. Consider a study of women working in a coupon processing factory in Mexico.
Amazon means business, opens captive call centres
Researchers led by Jochen Menges, a professor at WHU — Otto Beisheim School of Management, found that those who described the work as dull were generally less productive than those who said it was rewarding. But the effects went away for those in the former group who saw the work however tedious as a way to support their families. Many people understand the purpose of their jobs in a similar manner.
The work they do helps them pay their mortgage, go on vacation — or even support a hobby that gives meaning to their lives, like volunteer tutoring, gardening, or woodworking. If we reframe our tasks as opportunities to help others, any occupation can feel more significant.
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BENGALURU: Amazon has set up captive call centres in India to handle some of its international and domestic customer and seller services, a departure from its previous strategy of working purely with business process outsourcing companies, as the ecommerce giant continues its expansion in India. The Seattle-headquartered company has been looking at its customer service strategy over the past year.
If they are giving you business then they want part of that upside or, in some cases, they think they can generate and keep the efficiencies for themselves. The captive centres have been set up in the NCR region and Pune and the company has tasked recruiters to find candidates for the jobs, two sources with knowledge of the matter said. Where they are doing international work, the cost difference between a provider here and their own captive is not that much.
He added the company will continue to work with third-party providers.
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The centres together will employ under a thousand people. The Pune centre began a hiring plan last month, the source said. To ensure that the bar on customer experience is continuously raised. Amazon is hiring in India for both voice and chat support and the salaries are between Rs 1. ET called the recruitment agencies to confirm the details of the jobs. Freshers and even 12th pass are all acceptable.
The call centres are also being used for seller-services , even though Amazon also currently uses third-party providers for that business as well. It gives them greater control over the data and the relationship. Flipkart and Paytm both outsource their customer service desks.
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The move is also of concern to BPO players in India because they had counted on ecommerce companies helping them grow business and margins as their core telecom business continues to contract. This is because businesses need them in order to call out and contact vendors, business associates, and clients or customers. They are also valuable in that they open a door of communication with customers by allowing them to contact the business at any time during its hours of operation.
As important as the phone is, it is just as important that businesses know the difference between what is good and what is bad phone etiquette. They must understand that how they interact with clients and business associates over the phone will either portray them in a positive light or a negative one. In the hands of a poorly trained employee, manager, or business owner, telephone use can have an extremely negative effect on the business. For this reason, it is important that companies properly train their employees on good and bad phone practices.
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The method that you choose to communicate should be appropriate to the audience, situation and nature of the message that needs to be communicated. Often a call is the best way to communicate.
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Other times your task will be best accomplished with an instant message or SMS. And, even email sometimes is the way to go though it is too often abused. Check out our guide to office communications.
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It will help you pick the best method to communicate what you have to say. When answering a business phone it is important that it is not allowed to ring more than three times.
How to Answer the Phone Professionally at Your Business
Advise employees that the second or third ring is the ideal time to pick up the telephone. Following the greeting the person who answers the phone should give his or her name and the name of the business or organization that is being contacted. Put on a smile before placing or answering a phone call. When a person smiles it affects the sound of his or her voice, giving it a more pleasant and friendly tone. For clarity, the telephone should be held a distance of two fingers from the mouth.