In any efficient organization, 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 organization 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 customized role-play training, this programme is designed to build confidence, while at the same time, boost Call Centre productivity and quality.
During this half-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.
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
An onsite pre-training observation and assessment to evaluate current skills levels, will go a long way to building a customized programme that relates directly to your company, your industry and your people - in your language.
During the onsite training programme, delegates will be put through their paces in a variety of practical phone call scenarios, and will then be provided with the opportunity to hear first-hand how they come across over the phone.
Post-training includes anything from individual coaching sessions for key staff members, to helping supervisors become expert coaches themselves to ensure that your training investment is supported on an on-going basis. Comprehensive training manuals including exercises, check lists and tips for facilitation will also be provided.
