Call Center Excellence
Think Customer Enthusiasm
Customer Enthusiasm is a One Day course that introduces a six-step process for building customer enthusiasm. The process begins from the inside — deciding to be the best and to care about each customer. Positive communications with customers are explored. Customer expectations are examined and ideas for exceeding those expectations are developed.
Call Center Coach
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.
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Call Centre Helpdesk
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.
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Call Centre Inbound
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.
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Call Centre Outbound
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.
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Telesales
The telephone can act as a sales tool for increasing sales among existing customers and for effectively selling to prospects. It serves as a solution for your tight schedule. Good selling is also the painstaking adaptation of the cost/benefit analysis to every medium. Ensure that you are well prepared.
Selling over the phone is more than just making a quick call. It is also different from other telemarketing activities. During this training course you will discover how to convince the other party to make an appointment or place an (additional) order without the added benefit of nonverbal communication. You will also learn to use the TEN CALL CENTER principles to expand your customer base in a systematic manner.
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Consultative Service
Selling is the process of transferring the best solution to someone else for an agreed price. It seems so straightforward, but appearances can be deceiving. In reality, the sales process is a complex web of diverging factors. You have to deal with rational and emotional arguments and be able to overcome any sales related challenges. The customer seeks help by asking the right questions about his/her circumstances, reality, effects and solution possibility (CRES) and DOOR offers the right answers.
During this training course you will learn to manage the sales process in a systematic way, right from the initial preparations, through to the after-sales discussions.