Business Process Outsourcing Lecture PDF

Business Process Outsourcing ST. VINCENT DE FERRER 2ND QRT Barriers of Comm; Pathways; and Oral Skills Few Reminders: chcuhcuchcuchch by: Cid, Andeng, Abie, and Je  Business Outsourcing Barrier to Communication...

Business Process Outsourcing ST. VINCENT DE FERRER 2ND QRT Barriers of Comm; Pathways; and Oral Skills Few Reminders: chcuhcuchcuchch by: Cid, Andeng, Abie, and Je  Business Outsourcing Barrier to Communication Noise a.k.a Interference Verbal Communication may either be oral or written. Written Anything that interferes with the communication Communication is also a common form of communication. process between the sender and the recipient. These are printed messages such as memos, proposals, internal or external -> physiological/ training manual, company policies, and letters. psychological semantic noise Written Communication is asynchronous - occurs at different times. The sender may send a message that Solutions to Comm. Barriers the receiver may read anytime. 1. If the problem is you caller, it is acceptable if you Oral Communication occurs in telephone calls. Call inform them by saying, “Mr. Mcneil, I am having Handling skills are the skills that you have to possess to troubles hearing you. Can you please (tell the caller be part of the Contact Center Service industry. what to do)?” 2. If the problem is coming from your end, it is best to Ways to Communicate: identify the source of the noise and fix it Oral Communication immediately. - advantage: brings quick feedback Time can also be a barrier. - disadvantage: The speaker is usually unable to process Written Communication the message before speaking. Letters and memoranda-may cause misunderstanding Written Communication - advantage: Messages can be edited before sending Quality of the message can be saved for later study. Unclear messages may result from vague and ambiguous -disadvantage: Does not bring instant feedback takes sentences. For example, “He found a bat i the room.” time to prepare and requires writing ability. The word ‘bat’ has several meanings. It could be either be a baseball bat or a flying mammal. Electronic Communication - advantage: Disregard the aspect of distance. Jargon - usage can make statements unclear. - disadvantage: Relies a good internet connection. - it is a language that is specific to a profession it is a specialized vocabulary of any profession or O R A L S K I L L S : PHONEMES industry Phonemes are the smallest unit of speech. It is similar - these words are difficult to understand by to a single letters, vowel or consonant, in the English people who are not practitioners of that profession. language. However, the no. of letters in a word does not Agent, Client, and Customer correspond to the no. of phonemes. For example, the Average Handling Time (AHT) word “call” has four letters but contains three phonemes First Call Resolution (RCR) only, which we will denote as [k], [o], and [l]. Interactive Voice Response (IVR) Average Talk Time (ATT) When you say the word “pop”, you are producing the Automatic Call Distributer (ACD) phoneme [p]. It is an example of a consonant phoneme Expected Wait Time (EWT) produced using a strong voiceless articulation. This Customer Servive Satisfaction Score (CSat) type of phoneme produces a popping sound, but is unvoiced or voiceless. Voiceless means producing a COMMUNICAT ION PATHWAYS sound w/o the vibration. of the vocal cords. Contact Center Services Providers communicate verbally-phone or in person. Some consonants are produced using a weak potentially Remember the acronym KISS - (Keep It Short and voiced articulation. To produce these phonemes, there Simple) must be a vibration in the throat area. Hence, when you say the word ‘voice’, a vibration is produced because of “I understand that you lost the receipt, but we have to the presence of the phoneme [v]. follow the standard procedure regarding return of items without receipt.” “I understand you concern. However, we have procedures to follow regarding the mattter.”