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priTel Training
Maximising Call Centre Performance
Checkout CCa2z the Call Centre e@cyclopedia
Any call centre's success, or otherwise, is down to how we manage, motivate, treat, train and develop our people. This determines the quality of our output and customer service.
It further enables us to maximise efficiency through improved personal performance and motivated staff, which in turn brings with it, greater job satisfaction, reduced attrition, absenteeism and an increase in customer satisfaction, retention and loyalty - what a bundle!
The modules focus on the the vital issues and challenges which apply to all call centre environments. These modules offer practical exercises to enhance learning, including;
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Challenges and issues faced by the call centre team |
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Customer Service |
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Handling complaints |
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Soft skills |
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Sales techniques |
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Overcoming the limitations and concerns of the environment |
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Programme Content
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15. Capitalising on the limitations of the call centre environment |
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1. A Call Centre - What's the difference?
Purpose - To give participants an opportunity to discuss and agree what factors affect their performance and to identify those areas where improvements can be made to maximise performance. To help those responsible for the delivery of your service to appreciate what your customer wants and what they can do to ensure it is delivered.
Benefits - This module identifies the challenges and issues faced by your call centre team. It will help you and them to understand the critical factors that influence performance, and ensure they understand more clearly their role in the call centre
2. Customer service in a call centre
Purpose - To give participants an opportunity to examine customer service and identify the critical areas that determine the level of service provided within their call centre.
Benefits - This module will help you to build a more customer focused call centre. Call centre agents will consider what customers want and what they need to do to ensure that the organisation delivers the level of service they demand.
Purpose - To give participants an opportunity to examine the importance of complaint management and to help them identify and develop those skills required to handle complaints effectively.
Benefits - How do your people handle complaints? Do they fear them or do they encourage them? This module helps them to understand the importance of effective complaint management, to identify and develop the skills required to handle complaints effectively and build customer loyalty.
4. Customer handling techniques
Purpose - To highlight the importance of building effective customer relationships and to discuss ways of achieving this within the participants' day to day role. To give participants an opportunity to discuss and agree what good service ' looks and feels like' and to understand the potential impact on the business of providing anything other than the highest standard of service to their customers.
Benefits - What is a customer worth to your organisation? This module enables participants to identify the value of customer relationships and provides a framework for building more effective relationship management skills.
5. Managing 'moments of truth'
Purpose - To highlight the importance of each and every part of the customer interaction from beginning to end. To generate an understanding of the impact of the total service experience; to encourage participants to take ownership of each part themselves and look for ways to improve performance.
Benefits - Customer relations can be made and broken in the space of a second. This module guides participants to an understanding of the impacts of 'moments of truth' and empowers them to manage these moments more effectively.
Purpose - To raise awareness of the importance of assertive behaviour in a call centre environment. To convey messages clearly and concisely, using assertiveness skills to encourage positive communication and ensure that customers are not on the receiving end of aggressive or passive behaviour.
Benefits - Assertiveness in a call centre environment is a fine balancing act. It is all too easy to appear overly aggressive or, alternatively, too passive during telephone conversations. This module provides a structured approach to developing and maintaining assertiveness.
7. Questioning and listening skills
Purpose - To give participants an opportunity to consider the impact of their own communication style on the internal and external customer. To build awareness of what the terms 'questioning' and 'listening' mean in a call centre environment, and the benefits of adding these skills to their own portfolio.
Benefits - Effective questioning and listening skills are a must in any role, but in a call centre they are prerequisite to effective performance. This module helps call centre agents to understand and develop these skills.
8. Different types of customer
Purpose - To raise awareness of the different character types and of the most effective ways of dealing with these on a day-to-day basis.
Benefits - This module reviews the different customer types that participants will come across and describes techniques to deal with each.
Purpose - To identify the principles of tone of voice and positive language; to practice using the key elements in order to improve the standard of service as perceived by the customers themselves.
Benefits - To identify the key elements of tone of voice and positive language in a call centre, enabling participants to become more aware of the impact of their tone and words. The module provides an opportunity to practice and develop these key skills and identify the hidden messages conveyed to customers.
10. Sales and service - The psychology of a sale
Purpose - To build a clear understanding of the process the customer goes through when deciding to purchase a product or service; to help participants guide the customer through this process and 'help them to buy'.
Benefits - What processes do customers go through when they are deciding to purchase your product or service? By building a better understanding of this, your people will be better prepared to guide the customer through this process and identify the stages where they can have most influence.
11. Sales and service - Fact finding-skills
Purpose - To identify ways of effectively gaining relevant information from the customer in order to advise them of appropriate products and services to meet their needs.
Benefits - How do participants identify what customers need? How can they effectively find out during a telephone discussion? This module provides the basis for developing fact-finding skills, focusing primarily on the process rather than the questioning techniques.
12. Sales and service - Meeting customer needs
Purpose - To reinforce the importance of background knowledge of your organisation; to follow through the sales process once the customer's needs have been identified.
Benefits - When will a customer commit to purchasing your product or service? This module enables your people to answer this question, and provides them with techniques and skills to ensure they meet the customer's needs. The module provides a series of exercises to enable participants to understand and recognise more clearly, the features and benefits of their organisation's products and services.
13. Sales and Service - Helping the prospect to buy
Purpose - To help participants identifying buying signals and develop skills for converting these signals into actual sales.
Benefits - What are the buying signals? How can you detect them on the telephone? How do you handle customer objections? This module provides all the solutions to convert the prospect into a sale.
14. Maximising personal performance
Purpose - To highlight the impact of setting goals, with a clear bias to setting personal goals in line with those of the call centre and organisation. To give participants guidance on setting and planning their goals, linking in with the needs of the business. To give them the opportunity to look for ways of achieving their goals with higher personal performance and productivity.
Benefits - This module focuses upon the individual and helps them to associate developing synergistic beliefs and values, with the call centre/organisation strategy. This assists participants to understand how they can progress towards their goals and therefore improve their personal performance and that of the call centre.
15. Capitalising on the limitations of the call centre environment
Purpose - To demonstrate the impact of the call centre environment on overall performance; to focus on identifying ways of overcoming any limitations created by this environment.
Benefits - How can participants capitalise on the limitations of the environment? What can you and they do to maximise performance? This module facilitates action planning to overcome or minimise the limitations of the call centre environment, and thus, maximising overall performance.
16. Building and maintaining motivation in your call centre
Purpose - To examine the impact of a highly motivated person on overall performance; to describe ways to build motivation throughout the team.
Benefit - This module provides a structured approach to building and maintaining motivation within your call centre team.
Checkout CCa2z the Call Centre e@cyclopedia
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