In any efficient organisation, often the voice on the other end of the phone is the client's first and most important point of contact. The call centre agent thus becomes the all-important voice of the organisation.
Today's technology allows your business to handle more customer service than ever before, but if your staff falls short on efficient call management skills, the only thing your organisation will derive from all this technology is a questionable ability to serve your customers. What this means is that you not only lose customers - but you also lose profits.
Putting each and every call on the right track in a phone intensive environment, means making use of professional customer service techniques that will not only help your agents enjoy their jobs and boost their morale, but will also assist them in relating to their customers on the very next call.
Incorporating an interactive strategy of customised role-play training as its core element, this programme is designed to build confidence, while at the same time, boost call centre productivity and quality.
This ‘hands-on' method of coaching will encourage self-esteem and self-respect - crucial elements necessary to provide your agents with the confidence they need to do their jobs properly.
While one way of gaining confidence is to learn as much as possible about one's job, effective coping mechanisms must also be in place to handle the stresses of each day. The better your agents cope with stress, the more professional they will appear.
A confident agent is one who, despite the pressures each day holds, views a problem as a challenge, and one who isn't resistant to change. This is the agent who manages his time effectively, who makes a point of encouraging other opinions, and someone who welcomes new ideas.
During this full-day training seminar to be facilitated at your location, every member of your team will share a common understanding of what it takes to maintain outstanding customer relations. They will feel better about their work, your customers will feel happier, and your bottom line will prove it.
An onsite pre-training observation and assessment to evaluate current skills levels will go a long way to building a customised programme that relates directly to your company, your industry and your people - in your language.
A sampling of core topics:
Build rapport and connect - immediately
Engage with the caller
Take control of the call
Talk with confidence
Use your voice as a paintbrush: Professional voice techniques, including voice projection and tonality
Create visual images with your words
Use body language - even over the phone!
Listen proactively: The art of active listening
Get your message across
Improve your credibility
Reassure and empathise
Be assertive - not aggressive
Diffuse potential conflict: Turn questions and objections into positive responses
What to say - and what not to say
Double call generation in half the time
Increase sales with telephone time management
Keep your energy levels up - from your first call to your 40th
And, above all: Build customer loyalty
