CALL CENTRE SERVICES
Our Call Centre Training course will equip you with the necessary skills to manage customer service within a call centre environment and covers the following aspects:
- Employing effective telephone etiquette
- Processing and answering incoming calls according to company standards
- Screening will include: ascertaining the reasons for the call, appropriate identification and if a call needs to be redirected
- Organisational standards will include: Tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity
- Standard operating procedures will include: Site specific operating instructions, orders, guidelines, policies, procedures and systems
- Efficiency will include: promptness, courtesy and effective problem solving
- Develop daily behaviours to continuously improve
- Understanding the call agent role
- Comprehend the full use of the telephone equipment
- Understand how to operate the telephone and supporting equipment
- How to deal effectively and politely with incoming calls
- Be aware of the need to acknowledge the callers need state and keep them informed at all stages
- Ask key questions to find out the aim of the call and the need if necessary to transfer to the correct department or person
- Computer system capturing and customer query logging
- Quickly solve customer queries
- The importance of ATTITUDE – why should I be nice/civil to anybody
- Prepare all necessary documentation and equipment prior to making an outgoing call
- Inviting customers into the business with your superior TELEPHONE SKILLS
- Developing an understanding of customer requirements by LISTENING
- Taking PRIDE and displaying courtesy and civility to others
- Use questions to idenfity specific needs of customers
- Explore the attitudes and values necessary for high customer care
- Understanding how to deal with private information
