Servicing at Call Centre

Callers have certain expectation. When caller's expectations are not met, frustrations ensues, which then escalates to outright anger depending on how well the servicing staff handles the call. It is also common occurrence at call centres acting unprofessional to put the callers on the defence.

Companies and organizations use call centres to receive and transmit large volume of calls. The call centres are primarily used to answer queries, provide service support, telemarket, solicit, and collect debts.

This Training is designed specifically in 3 parts for effective learning:

1. Pre-workshop (1-day)
   Objectives: Identify individual's training needs, self awareness to take ownership of the learning curve, mindset change & alignment to create / maintain a happy workplace culture that promotes team cohesiveness and productivity.
2. Skills Training Workshop (2-day)
   Objectives: Acquire essential skills in handling calls and enhance professionalism at call centre; extent of skills to be acquired is dependent from the outcome from the Pre-Workshop. Individuals are tracked at end of this 2-day Workshop against the self assessment completed at Pre-Workshop.
3. Post-workshop (over 1-month period after the 2-day Skills Training Workshop)
   Objectives: To assess same individuals on their incoming calls' performances for the effectiveness of their learning curve.
   Method: Unscheduled calls to call centres to assess the performances of individuals and written report of individual provided at end of 1-month on individual's learning effectiveness.

PRE-WORKSHOP

1. CHALLENGES IN CALL CENTERS

Participants share their challenges and through experiential exercises learn of their own strengths & weaknesses to be in call centres.

2. ATTITUDE IN SERVICING

Experiential Exercises cover:

• Importance of Servicing
• Basic Elements of Attitude & Servicing
• Importance of Servicing Attitude & Factors affecting Servicing Attitude
• The "Boleh" Attitude

3. WORKPLACE CULTURE IN CALL CENTER

Experiential Exercises cover:

• Values in Call Center
• Align Workplace Culture to Core Values
• Create Happy & Performing Call Centers

4. CONCLUSION / SUMMARY

Career & Professionalism in Call Centers

SKILLS TRAINING WORKSHOP

1. LISTENING

Experiential Exercises cover:

• Why Listen?
• Hearing Vs Listening
• Comparison of Communication Activities
• Why don't we listen better
• Tips to Better Listening Skills

2. QUESTIONING

Experiential Exercises cover:

• Open-ended & Close-ended questions
• Format to solicit necessary information in order to serve callers
• Emotions in questioning

3. RESOLVING CHALLENGING SITUATIONS

Experiential Exercises on handling upset / difficult / angry / irate callers:

• The Psychology and Psychological Profiles behind Callers' Negative Behaviours
• Strategies for Successful Handling these Callers
• Complaints' Concept & Handling
• Provide & Deliver Required Information to Callers

4. TELEPHONE SKILLS

Experiential Exercises cover:

• Build rapport and connect with every caller
• How to project warmth though tone of voice & key words
• Controlling tone and mood of the call

5. CALL HANDLING

Experiential Exercises cover:

• Warm transfer for seamless callers' experiences
• Maintain caller's connection
• Call structure
• Empathy - Putting yourself in caller's shoes

CONCLUSION / SUMMARY

Don't Win in each call

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