The purpose of our training services 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
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. This front–line staffs 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.
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.