Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical three-day workshop.
You will spend the first part of the day getting to know other participants and discussing what will take place during the workshop. Participants will also have an opportunity to identify their personal learning objectives.
What’s Missing in Telephone Communication?
To begin, participants will explore Albert Mehrabian’s study on communication and how it affects telephone communication. Participants will also learn the role that body language plays in telephone communication.
Verbal Communication Techniques
This session will cover the four E’s of an effective telephone voice and how you can use them to promote a service image.
Who are Your Customers?
In this session, participants will learn about what a customer is, and they will identify some of their own customers.
To Serve and Delight
This session will give participants an opportunity to develop strong, helpful phrases for assisting customers.
Did You Hear Me?
During this session, participants will learn techniques for active listening and staying focused.
Asking the Right Questions
In this session, participants will learn about open and closed questions, as well as probing techniques.
Delivering bad news and saying “no” can be two of the most challenging aspects of a call center agent’s job. This session will give participants techniques and practice in these two key skill areas.
Sales by Phone
This session will discuss how to use information delivery and rapport building to help participants sell over the phone.
During this session, participants will look at some key elements of taking messages. Then, they will develop a quick reference sheet that they can keep by their desk.
Staying Out of Voice Mail Jail
Voice mail is a great tool, but it can also be frustrating. In this session, participants will discuss some tips for leaving messages. They will also have an opportunity to practice those techniques.
Closing Down the Voice
This session will give participants a chance to practice some vocal exercises.
Cold and Warm Calls
During this session, participants will learn about these two types of calls and how to maximise their efficiency in each.
Developing a Script
Scripts can be an effective tool, particularly for cold calls. This session will give participants a chance to lay out the framework for their script.
Perfecting the Script
Next, participants will learn ways to customise their scripts. We will also look at FAQ sheets and how they can help participants on a daily basis.
Going Above and Beyond
This session will give participants 15 techniques for success and some ways to customise their service.
During this session, participants will learn different ways to address objections.
Closing the Sale
Next, participants will develop good questions that can help them close a sale.
During this session, participants will work in pairs to rewrite dry and less than imaginative statements to show empathy for their customers.
Changes in the Customer
This session will explore some ways that customers have changed in the past twenty years.
Negotiation is a key skill for call centre success. During this session, participants will learn four things that they can do to become better negotiators.
It’s More Than Just a Phase
Next, participants will learn about the four phases of negotiation and some different types of negotiation.
High Impact Moments
This session will explore some situations where you come into contact with a client or customer at a time when you can have a huge impact on them.
Tips for Challenging Callers
During this session, participants will learn some ways to deal with different caller types.
Dealing with Difficult Customers
This session will give participants nine easy techniques for managing difficult customers. We will also look at how to deal with vulgarity.
Phone Tag and Getting the Call Back
While today’s technology can make it hard to reach a decision maker, it also provides opportunities. This session will give participants some tools to deal with phone tag.
This is My Mentor
This case study will give participants a chance to practice some of the skills that they have learned so far.
We all need techniques for managing the stress in our lives. This session will encourage participants to develop some personalised ways to manage stress.
News from Within
During this session, we will take brief look at the inside workings of a call centre and how they are managed.
As the workshop comes to a close, participants will work in small groups to create a review activity for each other. We will also review vocal exercises.
At the end of the day, participants will have an opportunity to ask questions and fill out an action plan.
For details on the differences between “in-house” and “all-inclusive” please see below
We’re keen to ensure that all the participants get the most out of the day, so ideally, we would love to have a room that has natural daylight, space to move, sit and write / work in small groups and utilise the wall space.
It helps to have the equipment provided but we can provide screen, projectors, flip charts and sound etc.
The “in-house” price includes training materials for all participants and a brilliant trainer… come coach… come facilitator.
The price excludes facilitator travel / accommodation (if required) and VAT.
Quite simply, we take all the hassle, stress and time required to organise your course off-site.
We will provide;
We think this is great value and ideal for companies who do not have the resource or time to organise the training.
Please see “Terms” for specific details on our all-inclusive offer.
Full Course Terms and Conditions are available upon request and are provided during the booking process.
Coming Soon! Our “Back to School essential Business Skills Lessons.
A range of short classroom based sessions that can be delivered in just 40 minutes!
Back to School allows every learner to create a personal “school” timetable based on the learning topics / lessons they need the most. They just attend the classes and then go back to work, minimising time away from the day job whilst picking up top tips on personal effectiveness, soft skills and leadership / management.
Fast, interactive and energising ways to learn through Ican Development
Ican Development are a recognised Chartered Management Institute Centre offering a targeted range of high quality qualifications in Coaching and Mentoring as well as Leadership and Management.
We’re also very proud of the way we deliver our programmes with an emphasis on face to face learning using highly engaging and experiential approaches.
We are currently offering qualifications from Levels 3 to 6