Course Details

 

Essential Skills for Call Centre Staff

Call centres have become an essential part of business today, and the people who operate within this environment need specific skills to ensure the success of your company's call centre. This practical 2-day course was specifically developed for call centre and IT help desk staff. It focuses on aspects such as professional telephone and listening skills, time, stress and conflict management, motivation, and teamwork, as well as customer service skills.

"The practical sessions were excellent" - W. van der Merwe - Total SA

"I recommend this course to everyone" - P. Mgobozi - OCE Printing System

"The practical sessions helped improve teamwork" - S. Ehlers -Kopano Health Care

"The course was brilliant" - C Motsisi - Symbol Technologies

"I would like to thank David Graham for this outstanding presentation" - N. Singh - BCS Net

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Essential Skills for Call Centre Staff

Call centres have become an essential part of business today, and the people who operate within this environment need specific skills to ensure the success of your company's call centre.

This practical 2-day course was specifically developed for call centre and IT helpdesk staff.

Course Outline

Understanding Call Centres

  • Determining how a call centre fits into the organisation and how it relates to the rest of the business operations
  • Finding out how a call centre's performance is measured
  • Identifying your responsibility as a company representative
  • Understanding how your behaviour affects other staff and the organisation as a whole

Learning professional telephone manner

  • Learning business telephone etiquette
  • Using the appropriate speech tempo and tone of voice
  • Refusing requests politely, yet effectively
  • Ensuring that your calls are short and efficient

Applying effective listening techniques

  • Learning to listen actively
  • Noting essential facts for future reference
  • Double-checking to see if you really understand the caller's request
  • Identifying all the relevant information to establish precisely what needs to be done
  • Making sure that the caller is completely satisfied before terminating the call

Getting more done in less time

  • Avoiding unnecessary interruptions
  • Ensuring that all important information is readily available
  • Learning how to keep call-time down, without being rude or abrupt
  • Dealing with long-winded customers

Dealing with troublesome customers and overcoming their objections

  • Remaining calm regardless of what the caller says
  • Solving the problem by concentrating on the facts
  • Dealing with customer complaints and irate callers

Managing stress in the workplace

  • Dealing with difficult co-workers and superiors
  • Defusing conflict situations and avoiding crises
  • Coping with your own stress and pressure
  • Assisting others in managing their stress

Motivating yourself and others to achieve more

  • Setting attainable goals and monitoring your own progress
  • Surviving demotivating 'bad days'
  • Rising to the challenge of solving 'impossible' problems

Succeeding by working together

  • Assuming responsibility for your own actions and tasks related to your job
  • Helping others to ensure that the job gets done
  • Ensuring that you make other's work easier, not more difficult
  • Sharing your knowledge and experience with others to enhance productivity
  • Dealing with conflict in the workplace

Providing outstanding customer service

  • Understanding the importance of excellent customer service
  • Identifying the characteristics of outstanding customer service
  • Involving the entire team in the setting of quality standards
  • Going the extra mile for excellent service - first time, every time
  • Ensuring that you know your product
  • Following up on outstanding issues/calls
  • Being honest about a problem without blaming a co-worker or your organisation
  • Using service recovery techniques to regain customer confidence

 

 

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