Soft Skills: Bpo

SOFT SKILLS

Soft skills refer to the cluster of: • • • • • •

Personality traits Social graces Facility with language Friendliness Personal habits Optimism

EXAMPLES OF SOFT SKILLS • •

Personal qualities Interpersonal skills

PERSONAL QUALITIES Responsibility, Self-esteem, Sociability, Self-management Integrity/honesty.

INTERPERSONAL SKILLS Participates as a member of the team Teaches others Serves Client / Customers Exercises Leadership Negotiates Works with cultural diversity

Hard Skills or Smart Skills An agents expertise and ability in dealing with hardware, software, and systems technologies.

MERGE SOFT AND HARD SKILLS TO ACHIEVE TASK.

HOW?

ACT AS: team player effective communicator adaptable to change positive/flexible attitude continuous learner self-confident willing to take risks committed to personal excellence

SIMPLE FORMULA IS : Hard skills

Soft skills

Attitude

Task achieved

Values

TIPS TO SUCCESS TELEPHONE ETIQUETTES Answer the phone promptly Identify yourself and the library Speak clearly Ask for caller’s name Listen without interrupting If you don’t know the answer to the question, find someone who does, don't guess