Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer

Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer Question Answer and select need one. Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer Notes Download PDF. AHSEC Class 11 Elective IT-ITeS Question Answer English Medium.

Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer

Join Telegram channel

Follow us:

Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Elective IT-ITeS Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 IT Chapter 3 Outbound Calls: Interacting with Customer Textbook Solutions English Medium for All Chapters, You can practice these here.

Outbound Calls: Interacting with Customer

Chapter: 3

A. Multiple choice questions: 

(You can choose more than one answer) 

1. How will you greet customers over the phone? 

(a) “Hi, I am Kunal, I belong to ABC Telecom .” 

(b) “Good morning, my name is Kunal and I am calling on behalf of ABC Telecom.” 

(c) “Is it Mr Jay? How are you doing, I am Kunal from ABC.” 

(d) “I hope you know my name, it is Kunal and I am from ABC Telecom.” 

Ans: (b) “Good morning, my name is Kunal and I am calling on behalf of ABC Telecom.”

2. How will you respond when you get a call from the customer? 

(a) “Who is it?” 

(b) “What is your name and what do you want?” 

(c) “Hello this is Aarti from Airfin Telecom, how may I assist you? 

(d) “Tell your name”. 

Ans: (c) “Hello this is Aarti from Airfin Telecom, how may I assist you?

3. If you are sitting and your supervisor comes to you for a discussion, how will you respond? 

(a) Stand up and respond while maintaining eye contact. 

(b) Respond without getting up. 

(c) Respond by leaning forward while sitting. 

(d) Stand up and respond without eye contact. 

Ans: (a) Stand up and respond while maintaining eye contact.

4. How would you greet if it is 4 pm? 

(a) Good morning. 

(b) Good evening. 

(c) Good night. 

(d) Good afternoon.

Ans: (d) Good afternoon

5. CRM allows an organisation to _________________. 

(a) Provide better customer service. 

(b) Make Call Centres more efficient. 

(c) Complicate marketing and sales processes. 

(d) Help sales staff close deals faster.

Ans: (a) Provide better customer service.

6. What is customer value? 

(a) The relationship between goods and services. 

(b) When expensive products deliver satisfaction. 

(c) When an individual becomes attached to a marketing campaign. 

(d) The relationship between benefits and the sacrifice necessary to obtain those benefits. 

Ans: (d) The relationship between benefits and the sacrifice necessary to obtain those benefits.

B. Short answer questions: 

1. What do you understand by customer?

Ans: A customer is a person who buys products or services from a shop or a business organisation. For example, in a retail store, an individual who enters and buys merchandise is an external customer. These customers are crucial for any business as they provide the revenue stream necessary for the business to survive and succeed.

2. How to handle objections effectively by CSR?

Ans: As a CSR, you will have to develop a knack for handling customer objections. 

(i) Handle Complaints Effectively: Unhappy customers are bad news for the company and it takes only one of them to spoil the reputation of a company. Whatever be the cause of complaint, the customer is still an asset for the company. It is your responsibility as a CSR to resolve their complaints. If complaints are not handled properly, customers are not likely to return. Worse still, they will tell their friends not to, either. Research shows that customers whose complaints are not handled effectively are likely to tell eight to 10 people about it. Let us learn how to handle complaints effectively through this scenario. Sanaya gets a complaint call from a customer Mrs Rao. This time she handles the customer complaint so well that the customer reaches an agreement, which is acceptable to her as well as to the company. I am sorry Mr Rao for the inconvenience caused to you. I will put a request right away for the technician to come and check your device.

(ii) Value: ‘I need to think about it: If the customer does not see the value in the product, then it shows a lack of trust or certainty in what you’re offering. Here, you’ll need to build credibility with the buyer. To create a more trustworthy relationship, come from a place of honesty and put yourself in the customer’s shoes. Think “if I were this customer, what would be holding me back?” Introduce benefits, such as specific features of the products that address their needs, guarantees or return policies. Basically, demonstrate that value. These types of perks reassure the buyer that they are making the right decision and will help to build the buyer’s trust.

(iii) Ways to Deal with Issues Outside the Area of Your Competence: “Despite being equipped to handle customer complaints and objections, there will be times when you will face issues outside your area of competence and authority. In such situations, you must seek help from your supervisor and peers. Supervisors, as per company protocols, have more authority and can take decisions to make changes to the systems and process.”

“You must handle the issues well within your authority, instead of pinning it down on your supervisor. Keep up-to-date and make sure you have a thorough knowledge base. If you have knowledge at your fingertips, you will be more confident about taking decisions.

3. What is the importance of meeting and greeting?

Ans: Meeting and greeting a customer in an unprofessional manner creates a bad impression about you and the company in the customer’s mind. It is, therefore, very important to make the customer feel good in the first few seconds of the call itself by way of correct greetings and introductions.

4. What is the need for complimenting and commenting?

Ans: Complimenting the customer or commenting positively helps to build rapport and make the customer feel valued. It creates a positive impression and helps to establish a friendly and respectful interaction.

Have you ever thought about the power of beautiful words people often use and how this can really help you feel good about yourself the whole day? A warm and sincere compliment makes others feel important and cared for. Similarly, giving a positive comment to a colleague acts as friendly advice without hurting their feelings.

5. What do you understand by information security? 

Ans: It is important that as a CRM, you take all measures for information security. Information security is the practice of protecting information from unauthorised access, use, disclosure, disruption, modification, inspection, recording or destruction. This data could be in an electronic or physical form. 

Some rules to bear in mind while handling sensitive data are:

(i) Do not reveal a customer’s personal and financial information to anyone other than the account holder. 

(ii) Unauthorised information, written or verbal, cannot be divulged to any customer/competitor/any other person for example photocopy of customer information sheet, etc. 

(iii) Do not share one customer’s information with another customer.

6. What are call centre metrics?

Ans: Call centre metrics are key performance indicators (KPIs) used to measure the effectiveness, efficiency, and overall performance of a call centre. These metrics help managers track employee productivity, customer satisfaction, and service quality.

Here are some important call centre metrics:

(i) Adherence to schedule: It is a general term that refers to how well a CRM adheres to their schedule. It includes: 

(a) Time spent on taking calls during a shift. This includes the time spent in handling calls and in waiting for calls to arrive. 

(b) The amount of time a CRM was available to take calls. 

Example: ‘I had a good day today. I was able to adhere to the schedule well.’

(ii) Agent: He or she is a person who handles incoming or outgoing calls. Also called CRM, Telephone Sale/Service Representative (TSR), Representative, Associate, Consultant, Engineer, Operator, Technician, Account Executive, Team Member, Customer Service Professional, Staff Member, Attendant, Specialist, etc.

Example: ‘This is the accounts section, Sir. I will connect you to a customer service agent.’

(iii) Automated Attendant: At the beginning of the call to a BPO, you hear prompts, such as press one for sales, two for support and so on. The system prompts callers to respond to choices and then coordinates to send callers to specific destinations. This voice processing capability that automates the attendant function is known as an automated attendant. Example: ‘The automated attendant is being updated to include the new promotion and it will be ready by tomorrow.’

(iv) Turnaround Time (TAT): It is the time elapsed between a complaint registered and resolved. 

Example: ‘The TAT for Ms Sharma’s complaint was quite short. 

(v) First Call Resolution: (FCR) is a resolution offered in the first call. The best way to increase customer satisfaction and in turn increase profit is to resolve the cursory or complaint in the first call. The customer should not have to call the Call Centre again for the same reason.

Advantages of FCR:

(i) Impacts customer satisfaction.

(ii) Helps to avoid repeat calls. 

(iii) Helps in avoiding escalation A first level executive must listen attentively to the customer and try to offer the best resolution possible. 

Example: ‘I was able to provide many FCRs today.’

(vi) After-Call Work (ACW): It is also called Wrap-up and Post-Call Processing (PCP). It is the work that a CRM must do immediately after an inbound transaction. It often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. While the CRM is doing ACW, they are unavailable to receive another inbound call. ACW is a process of the call but the customer is not online. ACW for a month = Total time spent on ACW/Total number of calls taken. 

Example: ‘I have to do my ACW properly.’

(vii) Actual Call Handling Time (ACHT): It is the actual time spent on a call. It is important to the company for strictly financial reasons. Higher ACHT impacts business profitability. Hence, it is important to address customer queries in a timely manner. Average of ACHT = Total ACHT of the month/ Total number of calls taken. 

Example: ‘My team’s ACHT today has been very low.’ 

(viii) Average Handling Time (AHT): It is the total time taken by CRMs to complete a call. This includes the time taken by a CRM to make a call, disconnect and wrap it up with documentation. It is the sum of the AHT and average ACW for a specified time period. Example: ‘What was the group’s AHT today?’ 

AHT = ACHT+ ACW

7. How to maximise conversion rate and increase your overall sales volume?

Ans: To maximise conversion rate and increase your overall sales volume, the strategies  are as under:

Parimol

Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.