Call Center Coach Training
Rapid communication, elimination of distance, adding value as an organisation are all important reasons for choosing a Call Centre structure.
As a coach or the one who gives leadership, it is not only necessary to be a ‘wizard’ at inbound and outbound call handling in order to guide a team. In practice it very often appears that the top person in calling becomes the Call Centre Coach. The primary task of the coach is to steer the team, to stimulate enthusiasm, to lead and to coach. Along with keen observation skills and a passion for the work, the Call Centre Coach must possess the skills to carry out his or her tasks and role in a professional way.
The training is aimed at coaches/leaders of a team within the Call Centre.
Call Centre Helpdesk Training
Companies and organizations are more and more conscious that offering good quality products or services is not enough to gain and keep satisfied customers. The service, support, and after sales that are offered are playing a more important role in this. The telephone helpdesk or service desk offers a large number of possibilities in this area. Helpdesk staff form a contact point for both internal and external customers.
As a help desk agent, you are the contact for all internal and external customers. After your training, you will be able to adapt your response to the client, to their problems and to their specific situation. It is exactly this added value combined with the much needed skills that is all important to you and to your customer’s perception and satisfaction.
Call Centre Inbound Training
In order to function successfully within a call centre it is important that callers are assisted in a pleasant and effective manner and, where possible, are prompted (maximum) action. Communicating with insight and customer service skills using a clear conversational structure with callers, will not only prevent mistakes, but will also get the best result from the call—for the caller, as well as for your company or organisation.
The skill to receive a call and then to lead into, closing a deal, all rests in hand of the person taking an inbound a call at the call center. The importance of an agent at the call center cannot be underestimated, it could mean gaining or loosing a business. The call centre will certainly retain its current place as a selling or information conduit, and is likely to gain even more popularity in the future.
Call Centre Outbound Training
The call centre, the organized telephone unit in which mostly inbound and outbound calls are made by different teams, is the stage on which the Outbound agent performs his or her daily work. Often the Outbound agents work with targets or according to a bonus system, sometimes as an individual, sometimes as an Outbound Team.
Agents who make Outbound telephone calls in a Call Centre are active the whole day calling customers (for example to sell more to existing customers) or calling companies and organizations that can not yet be considered as customers in order to make commercial contact.