Hi Folks,
I thought i would ask you fine people for your help as its a subject that most if not every compnay will have some sort of training on, Can i ask for any ideas, handouts or excerises that may helpme train in a call centre enviroment
Bernie Hennigan
by
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8 Responses
Resources
Hi Bernie
There are free resources that can help you at http://www.supremacytraining.com (head to the free resources page) hope this helps
Rich
Call Centre Training
The following is a checklist based on what we would normally cover.It should give you some structure and indicative content.
Verbal and Non Verbal Communication-Telephone “body language”
Active Listening
Powerful Questioning Skills-Open/Closed and then to door openers/clarifiers/referrals
Assertive Communication
Assertiveness Techniques
Managing the phone call
Problem Calls – hoax/anger/impatience/vague/threats/
Good luck
Dominic
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Customer Service training
Bernie,
We have many useful training materials that would be useful in customer service training. Please visit our website at http://www.trainerbubble.com.
You will find a wide selection of free training resources and also several Customer Service based training course materials that will help you.
Customer Service / Workforce Stability
Stability helps customer service training initiatives to succeed. Good health and safety practices reduce sickness absence, which has a positive knock-on effect on stability. The contact centre specific DSE training and assessment module that you can see at Inside Track Media has just been given a major update.
Food for thought on the stability / performance linkage among the news articles there.
Best wishes
Max Klein
Still a little more help needed !
Im still struggling a bit, i will include the 3 main communication types and rapport , who are our customers and what their current preceptions are off us? but thats where im stuck ! dont know how to fill the rest? i didnt think it would be this hard to be honest!
Get your learners to help
How about giving each of your learners a bogus reason to contact the call centre, then get them to record what they think you could and should do differently? This is a fairly empowering approach.
Useful training resources
Hi Bernie
You may want to visit http://www.abctrainingsolutions.biz and click on top tool bar: ‘Free Trainer Stuff’ for some ideas.
Happy Days!
Bryan
Bryan Edwards
Create the Wow factor
Hi Bernie
Bit late on this one but must say that our customers find the recording of role-plays to be so beneficial – it helps to identify learning gaps when they hear their recordings, and it is as near to real as it can possibly be. Practice makes perfect. Working in a safe training environment means you don’t make mistakes with real customers. No denial either! Find more details on our website http://www.phonecoach.com or call and we can guide you to the right kit. All the best. Mandy