This PPT will help to understand how much probing is Important in customer care Voice.

1. Importance of Probing in
contact center

2. What is Probing ?
Probing - In telecommunications generally a probe is an action taken or an
object used for the purpose of knowing the exact reason of customers’ needs or
dissatisfaction. Generally it is a bunch of questions that are asked in sequence or
in order to specify the understanding of a Customer care associates.
Why we need to do probing-
• Build relationship with the customers & gather information.
• Understand the needs of your customer.
• Illuminate your customers’ hidden needs and requirements.
• To gain and maintain control of the conversation
• For Direct conversation.
• Increase customers’ comfort zone.
• Help the customers to be specific for their real needs.

3. How to do probing ?
There are some points which we all need to follow in order to
do probing to our customers properly.
• Find the Right Time to start your probing.
• Begin with a Transition Phrase.
• Don’t Stumble. (If needed do home work)
• Use Inflection.
• Use Pace, tone and melody appropriately.
Example - “Mr. Smith, I’d like to ask you a few questions /“Ms. Jones, in
order to find out what is best for you, I need to ask you a few questions.

4. Tips of asking questions
• When the CSA listens correctly, he will make the customer feel as if he has an
audience, and the customer will continue to talk. When the CSA hears correctly, he
will understand what the customer needs and wants. However, the CSA must ask
the right questions in the right way. This skill involves four techniques-Preparation,
Rhythm, Inflection and Consistency.
Preparation-
Preparing questions is important for asking powerful questions. Good questions don’t just
make customers happy it also bring solution by its own. CSA should think intently about
what needs to be asked prior to take a call.
Rhythm-
Singers and dancers need rhythm and so do CSAs. Establishing rhythm involves using strong
listening skills. For instance, repeating the same question back to the customer with a rhythm
actually helps the CSA to understand customer query & take a go ahead from the customers.

5. Tips of asking questions
Inflection-
Every question asked can be interpreted in a multitude of different ways, based upon the
inflection of the question. Inflection becomes important when the CSA considers that the
way a customer interprets questions sets the base for how those questions will be answered.
Consistency-
Lack of consistency while probing. For example, a CSA may be asking a customer one or two
dynamite questions, and the customer may be responding extremely well. All of a sudden,
the CAS might swerve the rhythm of the conversation, and begin to probe whole different
subjects, even when the present subject had yet to be completely exhausted!
Summarization-
A good CSA always needs to bring a summarization post he is done with all the probing,
because that is counted as a final check before the customers is provide a service against his
query/request.