Posted By Ehsan Honary on 26 Aug 2008 2:47 PM
Welcome to the forum and we hope you find the content useful.
Call centre activity primarily falls under customer services and sales since most of the time call centre staff are either engaged in solving problems or they are after new sales and hunt for leads.
Of course if you want to satisfy both needs you can borrow from these two sets of skills. At the centre of the training activity, you should get the staff to master the art of communications. Without this essential skills it will be difficult to establish rapport with customers and it may prove difficult to manage them.
The best way to get good at this is using lots and lots of interactive exercises. If you are selecting a particular training course, make sure that it has plenty of case studies showing the delegates how they should talk on the phone and keep cool and professional. They should practice this many times and the trainer should correct them systematically until they have got past most of the mistakes.
A critical problem on the phone is lack of body language. This can lead to miss-understanding. Again part of the training should focus on how not to get emotional and stay professional no matter how emotional the other side gets. This is a skill and anyone can learn it with enough practice.
I hope this gives you a good start. Perhaps others can provide their view on this?
Thanks a lot for your suggestions. It is really a critical problem that voice is representing the person as well as controling the total show since there is no body language over phone. For the out bound caller generally matter becomes more difficult to convince/ motivate the person at the other end. Ultimately communication skill can become a stronger element to proceed with.
Since the call centres ( I 'm preparing traing module) are dealing with international clients, don't you think cutural difference between those countries can be a big factor which will dominate/ miss lead their communication?
Thanks.... |