Does anyone have any ideas where i can find reference to soft skills information for call centres? Either publications or internet sites?
I am new to my coaching role within the call centre and would really like to focus on the soft skills aspect of taking calls.
Paul Golding
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3 Responses
NLP can help here
Hi Paul
There is a wealth of soft skills information that can be used to develop call centres – especially within the field of NLP. Just Rapport alone can significantly improve relationships over the phone. I have provided a great deal of soft skill training for customer service centres. I’d be happy to pick up with you directly – please send me an email or call, if you wish to discuss further.
Coaching Support
Paul
First of all, congratulations on getting your new coaching role. I really trust that you are enjoying it and are already seeing the impact you are having on those that you are working with. Having in the past carried out a very similar role to that you are carrying out now, I can guarantee an exciting time lies ahead of you.
Remember part of your role as a coach is to get the person you are coaching to come up with their own answers by using good questions. Many contact centre advisors know the answer however just needs reassurance that they are going down the correct road.
Your company should have training material that you can use with those that you are coaching to ensure consistency. I have also just finished reading Jeffrey Gitomer’s little red book of selling and that had some great ideas to adapt.
Paul, I have loads of other bits and pieces specifically that I have used in call centres so feel free to drop me an email at [email protected] if there is something specific you are looking for.
Wishing you every success in your new role
Neil
Arian Associates Ltd
Paul
The softest skill of all is effective listening and anyone working in a telesales environment needs to be able to listen effectively as well as talk to clients.
God gave us two ears and one mouth and if we use them in that proportion we can’t go far wrong. A philosophy that works extremely well on the phone.