Customer Communication

  • Inbound: Handling incoming calls, chats, or emails from customers.

  • Outbound: Making calls or sending messages for sales, collections, follow-ups, surveys, etc.

Internal Communication

  • Coordinating with teammates, team leaders, quality analysts, and managers.

  • Updating supervisors on escalations, customer issues, or downtime.

Client Communication

  • Sharing performance reports or updates with the client.

  • Clarifying process changes, SOPs, or new KPIs.

Communication

Handling Customer Queries

  • Understand customer concerns clearly.

  • Respond with accurate, empathetic, and professional language.

  • Use scripts or knowledge base where applicable.

Email Writing

  • Respond to customer or client emails clearly and concisely.

  • Use proper formatting, grammar, and tone.

  • Escalate and copy in the right stakeholders when needed.

Live Chat Support

  • Respond quickly and handle multiple chats.

  • Maintain a polite tone and solve issues efficiently.

  • Use macros or templates while personalizing as needed.

Phone Support

  • Maintain a clear and calm tone.

  • Follow call flow: greeting → understanding → resolving → closing.

  • Log call details in CRM or ticketing tools.

Escalation Handling

  • Communicate with empathy and control.

  • Transfer to higher-tier support if needed, with context.

  • Notify TL/manager and log the incident.

Documentation

  • Take clear notes of each interaction (calls/chats).

  • Update CRM or ticketing tools with outcomes and follow-ups.

Status Updates & Reporting

  • Send daily shift-end reports (DSR).

  • Communicate SLA breaches, pending cases, or customer callbacks.

Team Communication

  • Participate in team huddles and briefings.

  • Share feedback, customer trends, or suggestions.

Training & Feedback Communication

  • Accept and apply feedback from QA or trainers.

  • Ask questions for clarity when learning new processes.