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