Telephone Etiquette
To equip everyone using the telephone with the necessary knowledge and skills to promote and enhance the professional image of the organisation.
Module one: employ effective telephone etiquette, practices and procedures
1.1 Telephone etiquette and answering procedures
1.2 Factors that hinder the communication process
1.3 Handle calls with discretion and confidentiality
1.4 Contact Centre practices and procedures
1.4.1 Contact Centre business requirements
1.4.2 Contact Centre client requirements
1.4.3 Industry specific products and services
1.4.4 Customer service principles
1.4.5 Communication and listening techniques and methods
Module two: process incoming calls
2.1 Answer the telephone promptly
2.2 Answer the telephone according to standard operating procedures
2.3 Greet the caller according to organisational requirements
2.4 Acquire relevant caller information
2.5 Redirect a call as appropriate
2.6 Handle multiple lines and use correct holding techniques
2.6.1 Put a caller on hold
2.6.2 Consult a caller on hold
2.7 Screen calls as per standard operating procedures
2.8 Take a message and transmit it according to organisational requirements
2.9 Obtain further assistance from an appropriate source, if required
Module three: respond to in-bound calls relating to marketing campaigns in a contact centre
3.1 Retrieve calls according to service specific procedures and methodologies
3.2 Document, record and capture in-bound call results relating to a marketing campaign
3.3 Verify information according to service standard practices
3.4 Conduct follow-up procedures according to industry requirements
3.5 Analyse information to determine any escalations to other parties
Module four: process outgoing calls
4.1 Obtain and prepare information and documentation for the call
4.2 Dial an outgoing call
4.3 State the purpose of the call according to organisational procedures
4.4 Record resulting actions from calls
4.5 Leave a message according to organisational requirements
Module five: conduct out-bound telemarketing campaigns from a contact centre
5.1 Explain campaign objectives procedure using organisational campaign guidelines
5.2 Prepare campaign information to be communicated to customers
5.3 Describe details of the campaign information to be conveyed to customers
5.4 Process campaign enquiries and/or the provision of products and services
5.5 Record results of out-bound telemarketing campaigns
5.6 Conclude sales transactions within company specific timeframes
5.7 Ensure that the sales transaction is consistent with the customer's requirements
Module six: provide follow up to customer's requests
6.1 Provide information to be supplied for follow-up purposes according to campaign procedures
6.2 Ensure that follow-up procedures are consistent with customer requirements
6.3 Inform customers of any escalation situations that require to be passed on to other parties
Venue: Centurion
Date: 25 May 2016
Venue: Durban
Date: 25 May 2016
Venue: Bloemfontein