by Arthur Kevin Rabago
After rebooting your résumé (finally getting the attention of the call centers) and surviving the interview process, you have finally landed a call center job. Then what?
In this installment, we will discuss and simplify the inbound call handling process.
How you handle these calls spells a difference between an irate and a satisfied caller. In this article, we will discuss the WASP method in handling inbound calls.
WASP stands for:
W – Welcome, A- Ask, S – Supply, and P –Part. Here’s how you do it:
- W = Welcome
*Greet the caller properly
- A- Ask = Collect Information
*Probe on what the caller needs
*Observe the caller’s reaction
- S – Supply = Give Information
*Give the appropriate response (based on the established call flow procedure)
*Try to answer the caller’s concerns
*Provide the information the caller needs
*Empathize with the caller (if necessary)
*Escalate the call, if you cannot resolve the issue in your own
- P -Part – Close the call
*Ask the caller if you have resolved his/her query
*Inquire if he/she needs anything else
*Close the call- confident that you have made another caller happy
Hope this helps.
Stay tuned, the next installment will be “A Survival Guide for the Outbound Call Center Agent“