INTRODUCTION
For majority of organisations, the call centre is their main point of contact. Customer service advisors and telesales agents need to be well organised, respond positively to customers, deliver a great experience and provide the solution callers expect. To do this, they need confidence, telephone skills that build rapport with customers, an ability to uncover and meet callers’ needs, plus spot potential additional revenue through cross selling and up selling.
This EuroMaTech training course helps Call Centre and Contact Centre staff members develop the capabilities to understand and meet customer expectations, while increasing revenues and the reputation of the organisation. At the conclusion of the training course, participants will have a clear understanding of what they can do to connect with and serve customers professionally while working in a Call/Contact Centre environment.
Participants on the Call & Contact Centres training workshop will develop the following competencies:
- Learn good telephone etiquette
- Effectively question and listen to callers
- Create and deliver meaningful messages
- Explain how body language can be ‘heard’ over the phone
- Techniques for dealing with difficult calls
WHO SHOULD ATTEND?
EuroMaTech’s Call & Contact Centres training course is beneficial to customer service advisors, telesales staff members and team leaders who work in a call centre and contact centre environment.
PROGRAMME OBJECTIVES
Upon attendance to the Call & Contact Centres training workshop, participants will develop essential knowledge and skills in:
- Delivering high quality customer service and sales support over the telephone
- Making a great first impression using verbal and non-verbal communications
- Building rapport with customers on the phone, being friendly, helpful and empathic
- Understanding customers, their needs and expectations, and how to offer solutions that meet their needs
- Dealing with difficult customers, diffusing emotions and keeping calm to solve the problem quickly
- Recognising sales opportunities while handling an inbound service call and the confidence to proactively and positively respond to the lead
- Making effective outgoing calls that reach the decision maker and lead to a sale
TRAINING METHODOLOGY
This 5-day EuroMaTech’s Call & Contact Centres training course combines presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles.
Each module includes practical exercises to try out the new knowledge and skills they learn. We use small and whole group exercises, videos, case studies, peer exchange, brainstorming, role plays and discussions.
We spend time working one2one and in small groups to resolve the challenges participants face. They will leave with new tools and techniques they can implement immediately they step back into the call centre.
Participants are encouraged to reflect on and discuss their own professional issues and experiences. Overall 50% of training will be experiential and 50% will be theoretical.
PROGRAMME SUMMARY
The Call & Contract Centres training workshop focuses on developing the essential knowledge, skills and abilities advisors and agents need to deliver exceptional customer service. Participants will learn the core principles of interacting with customers and developing rapport, empathy and credibility over the telephone.
This EuroMaTech training course is highly interactive. Participants will identify their own strengths and areas for development when dealing with customers on the phone. They will gain and refine call handling skills and learn practical techniques they can apply immediately they are back in the call centre to boost customer satisfaction and/or sales results.