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Call Centre Agent Training

Group Structure

The content of the training programme is such that delegates are trained in groups of not more than fifteen (15) people.

Duration

The training programme will be facilitated over the course of two days

Programme Purpose

The purpose of this programme is to equip agents with the skills, knowledge and behavioral attributes required to consistently deliver quality customer service in the call centre environment. The programme deals with the theory of customer service, the principles and how to implement these practically in the work environment. The correct telephone techniques and communication skills to employ when dealing with people over the telephone are covered and delegates are provided with the opportunity to practice these in the specific context of their work environment through simulated role-plays.

Delegates gain an understanding of the call centre environment, its operations, technology and processes and how to work effectively within this framework.
The aim of the programme is to develop an understanding of the theory behind the provision of quality service and how to implement this practically within the specific context of the call centre environment including:
  • The role of the call centre and call centre agents in the provision of service to customers
  • Improving the performance of the staff in terms of service provision and providing quality interactions that lead to customer satisfaction
  • Motivating staff to project the image of the organisation in all their dealings with customers
  • Telephone etiquette and call handling skills

Course Title - Effective Call Centre Skills

In the quest to retain existing customers and attract new customers the provision of superlative service in all aspects of a business is a key component. This specifically applies to call centre agents who are dealing with customers as this is often the first point of contact with the organisation. The delivery of a consistently high standard of telephonic service is required for differentiation from competitors.

In order to focus on service excellence, call centre agents and staff dealing directly with customers telephonically require training and up-skilling on the fundamentals of customer service and call handling. These front–line staff require an understanding of the principles of customer care and what is required to ensure the consistent and ongoing delivery of service that will continuously meet and exceed customer expectations. This involves instilling a culture of service excellence and promoting an environment that is professional and customer – oriented.

To this end, staff dealing telephonically with customers require a training intervention that will not only equip them with the necessary skills and knowledge to deliver quality service but one that will motivate and inspire them to continue to be pro-active and conscientious in all their dealings with customers. Staff involved in interacting with customers require greater awareness of how their actions, behaviours and communication reflect the image of the company and play a major role in how the organisation is viewed as the first line of contact with customers.

Course Content - Call Centre Agent Training

Module 1 - The Contact Centre Service Environment
  • The Evolution Of The Customer Contact Industry
  • Call Centre Concepts
  • Customer Contact Centres – Variations on a Theme
  • Call Centre Components
  • People
  • Process
  • Technology
  • Customer Relationship Management
  • Call Centre Factors
  • The Culture of Call Centres
  • Developing & Maintaining Positive Call Centre Culture
  • The Benefits of Positive Call Centre Culture
Module 2 - Customer Service Principles
  • Defining Quality and Quality Service
  • The Importance of Providing Quality Customer Service
  • Internal and External Customers
  • The Quality Service Connection
  • Quality Service Components
  • Customer Interaction – Moments of Truth
Module 3 - Identifying and Meeting Customer Expectations
  • Identifying and Meeting Customer Needs and Expectations
  • Identifying Customer Expectations
  • Different Customer Types
  • Positive Attitude
  • The Seven Key Areas of Superior Customer Service
Module 4 - Telephone Skills
  • Answering and Opening the call professionally
  • Transferring a call effectively
  • Placing a caller on hold
  • Taking a message
  • Closing a call professionally
Module 5 - Dealing with Irate Customers
  • Understanding Why Customers Get Upset
  • Being Aware Of Your Own Emotions (Emotional Intelligence)
  • Dealing With The Irate Customer – The Procedure
  • The importance of service recovery and customer retention
Module 6 - Communication Skills in Providing Quality Service
  • Voice, Speech and Language
  • Be aware of your communication style and how it impacts on others
  • Understand the communication skills needed to be effective in a call centre
  • Effective Listening
  • How to become a better listener
  • Questioning Techniques
  • The Barriers to Effective Listening
  • Using your voice effectively
  • Using Language Professionally and Positively
  • Positive vs. Negative Language
  • Creating a positive image
Module 7 - Meeting Performance Standards
  • Who sets the standards and measures?
  • Who owns the standards and measures?
  • Using statistical performance indicators to measure performance and service
  • The purpose of KPI’s
  • Qualitative vs quantitative measures
Module 8 - Personal Action Plan
  • Identifying areas for development
  • Appling skills and knowledge gained to improve performance
  • Setting goals and objectives
  • Assigning time frames for completion

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