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priTel Training
Checkout CCa2z the Call Centre e@cyclopedia
Staffing costs in a call centre can be in the region of 60% of annual running costs, yet do we maintain our staff as we do the hardware in the computer room, or even, our car? The truth is, no, not in all cases, but why is this?
Managing and improving call centres requires specialised knowledge and skills to make the appropriate return on investment.
It is no coincidence that in tandem with the growth of the industry, we are experiencing an acute shortage of call centre management skills and an increase in workplace stress, both leading to high levels of customer and employee dissatisfaction.
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!
priTel's training programmes are results orientated and are designed to improve;
 | Call centre management skills and knowledge |
| Call centre performance |
| Individual agent performance and skills |
The programmes, are aimed at agent groups right up to director level, convey knowledge, skills and techniques which can be readily applied in the call centre. Many of the modules include activities which further enhance learning. You will easily and quickly recoup the costs of your training investment.
Programmes
Delivering Call Centre Operational Excellence & Best PracticeWhether you are an executive/middle manager, who has now acquired call centre accountability, or a call centre manager/team manager/analyst, you will need to understand how to apply the key principles to deliver superior levels of performance and quality, including;
| Call forecasting |
| Choosing service level |
| Applying the appropriate performance metrics |
| Eliminate unnecessary calls which clog up lines and take up resource |
| Eliminate rework and repeat calls |
| Facilitate process improvement to avoid incoming calls |
| First time call resolution, resulting in 15/20% reduction of staff and on-costs or an increase in call capacity |
| and much, much more - see full programme content |
| AVOID THIS |
Maximising Call Centre Performance
The modules focus on 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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and much, much more, see programme content |
Maximising Telephone Selling from Your Call Centre
Telephone selling demands a different skill set, the modules focus on effective telephone selling skills to maximising sales from all opportunities. These modules offer practical exercises to enhance learning, including;
| Knowing and understanding your products |
| Knowing yourself |
| 'Anchoring', identified positive feelings |
| Recognising buying strategies |
| 'Tailoring' sales techniques for individuals |
| Handling objections |
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and much, much more, see programme content |
Many call centres are trying to run before they walk, which means invariably, staff are promoted before really understanding the essentials of good coaching. This will have an adverse effect on the leader/agent relationship, performance and customers. These modules offer practical exercises to enhance and reinforce learning, including;
| 'Command & control' to coaching |
| Developing skilful questioning techniques |
| The coaching circle a powerful coaching tool |
| Introducing the GROW sequence to empower a performer |
| Giving responsibility to improving one's own performance |
| Building a better team |
priTel is committed to improving the knowledge, standards and welfare in today’s call centres.
Checkout CCa2z the Call Centre e@cyclopedia
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