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Effective and Productive Communication Skills
for Call Centre Operators
(Depending on the skills
level of delegates, this is a one- or two-day programme)
This programme is ideal for
personnel who are new to the industry as well as experienced staff who wish to
up-grade existing skills. The programme is skills based, practical and adapted
to suit the requirements of each delegate.
Role-plays and
role-modelling exercises concentrate on situations expected to be encountered in
the Call Centre and examples of effective answers for objections or difficult
calls utilising the specific products or services of delegates, are
incorporated.
The objective of the
training is to prepare delegates to be able to use the practical communication
skills in the work environment even when working under pressure. If sales skills
are essential for the Call Centre, these will be included in training and in
this event, a two-day programme would be essential.
Programme Content:
-
What is a Call Centre
and why are specific skills required to work effectively as a Call Centre
Operator?
-
A look at what caller's
demand when they call your Call Centre.
-
How to take control of
the in-coming call quickly and immediately establish what the caller
requires.
-
Dynamic vocabulary and
techniques that will ensure that clients or prospects feel that they are
receiving service excellence during every telephone encounter with you and
how to use a positive and motivated voice tone at all times.
-
A look at what sales
and/or solution--seeking techniques you are already successfully using and
what additional skills are essential to increase your success rate.
-
Skills that will assist
you to quickly build a positive relationship with your clients or prospects
on the telephone.
-
Why it is necessary to
practice effective communication skills and monitor your performance to
ensure that you are utilising the most productive techniques during every
conversation.
-
Probing skills and how
to build effective questions into your conversation so that you can quickly
establish the prospect or client's needs and guide the prospect or client
closer to a commitment or acceptance of your suggested solution.
-
How to keep your
conversations short and concise yet warm, productive and positive.
-
Dealing with
objections, complaints and challenging calls.
-
How to turn conflict
into an opportunity to build positive long-term relationships with clients
-
How to say
"no" or give the caller "bad news" and still build a
positive relationship.
-
Some advanced service
excellence and sales orientated techniques that you can offer to both your
internal and external clients during every contact.
-
How to decide when to
take messages and how to refer queries in the most efficient manner to other
divisions in your company.
-
Stress management
skills and some tips that will assist you to become or remain self-motivated
even when you are having a less successful day or the pressure is mounting.
-
A strategy for you to
implement to eliminate the factors that are preventing you from being as
effective as you can be in the Call Centre environment.
-
A strategy to ensure
that your skills measure up after training to the high standard that is
demanded in a Call Centre.
Programme
Originator: Renett Estelle Grové
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