For majority of organisations, the call centre is their main point of contact. Customer service advisors and telesales agents need to be well organised, respond positively to customers, deliver a great experience and provide the solution callers expect. To do this, they need confidence, telephone skills that build rapport with customers, an ability to uncover and meet callers’ needs, plus spot potential additional revenue through cross selling and up selling.
This EuroMaTech training course helps Call Centre and Contact Centre staff members develop the capabilities to understand and meet customer expectations, while increasing revenues and the reputation of the organisation. At the conclusion of the training course, participants will have a clear understanding of what they can do to connect with and serve customers professionally while working in a Call / Contact Centre environment.
Participants on the Call & Contact Centres training workshop will develop the following competencies:
- Learn good telephone etiquette
- Effectively question and listen to callers
- Create and deliver meaningful messages
- Explain how body language can be ‘heard’ over the phone
- Techniques for dealing with difficult calls