INTRODUCTION
- Build Call Center Agent confidence and higher customer satisfaction through basic phone etiquette and call handling techniques. Positive customer contacts begin at the moment of connection with an agent. Through QCCD’s Managing Customer Contacts and Tele-Sales with Quality course, agents at the call center will learn and practice the skills they need to be calm, courteous and effective ambassadors for the organization.
- Agents will explore the challenges of non-face-to-face interactions and learn strategies for phone etiquette and courtesy that will start each call with a good first impression and finish each call with a satisfied customer. They’ll learn and practice the components of successful greetings and closings, as well as the proper ways to place calls on hold and to transfer calls.
- And, most important of all, they shall learn the basic skills to sell on telephone.
SCOPE
- Agents will understand that it is not just what they say to customers, but how they say it. They’ll explore how tone affects communication during the entire call and master the six voice variables that provide the best customer service. Agents will practice controlling the most important tool they bring to the contact center everyday: the voice. More important than speaking, agents will understand that listening to the customer is critical to providing the best service and conducting sales. By using the five keys to effective listening, they’ll hone their listening skills.
- Once they have listened to the customer, agents will learn how to take control of the call and keep control by asking the right questions to deliver the best solution in the most efficient manner. They’ll recognize instances when the customer has taken control of the call and practice strategies to regain control to balance customer satisfaction while managing agent handling time. Agents will master presenting a solution to the customer using a three-part strategy that moves each call to successful resolution with high customer satisfaction.
COURSE CONTENT:
This CALL CENTER TRAINING PROGRAM is divided into 6 Modules and covers the following:
MODULE 1
- What do we understand by: Courtesies, Etiquette and Positive Language
- Discover the appropriate etiquette when addressing callers, placing callers on hold, transferring a call, making a callback, and closing a call
- Word choice impacts how your message is received
MODULE 2
- Greeting, Closing and the Impact of Tone
- Components required to effectively greet the caller
- The impact of voice modulation on communication during the call
- Using the six voice variables appropriately for the best customer service
MODULE 3
- The importance of good listening skills
- Five keys to effective listening and how to use them
- Closed and open questions
- Solution vs. problem orientation
- Recognize when the customer has taken control and regain control of the call
MODULE 4
- The Tele-Sales Process
- Influencing a Sale within Time-frame Limitations
- Preparing and planning the call
- The telephone checklist
MODULE 5
- Treating the Sale as the Solution
- Use the three parts of the solution effectively during the inbound call
- Handling Objections
- Taking and Confirming the Order
MODULE 6
- Defining communication
- Barriers to communication and how to overcome them
- Dealing with Difficult Callers
- Handling irate customers
- Handling persistent clients
- Handling talkative clients
- Handling the impatient customer
- Handling the confused customer
CONDUCT OF PROGRAM
The mode and style of conduct will be:
- Training
The participants will be imparted theoretical knowledge and skills in a highly interactive environment. Practical aspects of this training will involve hands-on exercises. Appropriate humor, small group discussions and open-dialogue would be the order of the day. All course and learning material would be provided.
- Number of Participants
It is the policy of QCCD not to place restrictions on the number of delegates; we leave it to the client’s needs and better judgment. However, we suggest batches of 12 to 15 delegates per session to create the right environment for productive concentration.
- Time Factor
This is a 2-day program