Call Centre Employees

Call Centre Employees

Call Centre Employees

PURPOSE

  • Use an appropriate telephone technique to handle inbound and outbound business calls
  • Make a business call
  • Receive a business call
  • Record telephone messages correctly
  • Use the telephone as a tool to improve public relations in business
  • Manning the reception area

THE TRAINING PROGRAMME IS AS FOLLOWS:

TELEPHONE ETIQUETTE

  • Using the telephone when making professional calls
  • Voice skills
  • Summary of speech
  • Prepare for calls
  • Prepare a suitable message pad
  • What you need from the caller
  • Four stages in answering a call
  • Important techniques when answering a call
  • How to make calls
  • Tips for successful outbound calls
  • How to end a call
  • If the recipient is not available
  • Transferring a call
  • Forwarding the message
  • Transitions
  • A telephone user’s rights

EMOTIONAL INTELLIGENCE

  • The role of values
  • Assumptions, Preconceptions, and Prejudices
  • Self-assertiveness
  • Emotional control
  • Coping with stress and fatigue
  • Coping with specific situations
  • Coping with conflict
  • Concentration and Accuracy
  • Listening skills
  • Effective Call Centre communication
  • Call Centre Customer service
  • Troubleshooting
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