Call centre training...

“The entire call centre training programme was really tailored for us. I expected the same old but was pleasantly surprised. It was real world specific and you we were really able to take the learning back to the workplace. The process created a momentum that was almost addictive. It was truly an eye opener, and we have now improved our interaction and trust and we feel very motivated. We have changed our culture because of this and we are now promoting openness, honesty, trust and respect. These are not just words as we are consistently demonstrating these and understand exactly how to maintain these changes. I challenge you to use these people and not come away with something positive!”

Lesley Boyd – Operational Manager
-RAC Norwich Union

Call centre training - Selling Skills - Effective team building

With the rapid advances in technology and the reduction in telecommunication costs, contact centres have come of age. Estimates predict that by 2005 there will be a quarter of a million contact centres worldwide.

It is generally accepted that one of the major issues in contact centres is how to retain and reward talented employees. Turnover figures in the industry are phenomenally high, ranging between 20 and 40 percent. Call centre training boosts morale, reduces turnover and increases performance and productivity.

At top-banana our call centre training uses a wide range of up-to-the-minute training techniques and experiential learning, along with specialised call centre training experts to ensure that learning lasts, and makes a difference to the bottom-line. Whether you need to improve customer service levels, selling skills, effective team building or leadership development we have the answers.

Our experienced team of professionals have already delivered an enormous selection of call centre training and solutions including…

EXAMPLE CASE STUDY

The modular development approach is becoming very popular within contact centres because it means that Managers, Team Leaders and Agents spend less time away from the work-place, and disruption is kept to a minimum. We were happy to organise a modular solution for a national company that fitted around their peak call times, and included evenings and weekends.

MODULE TITLES FOR CONTACT CENTRE MANAGERS

• Understanding Contact Centre Culture
• Mastering and Leading Change
• Not Bosses but Leaders
• Effective Management Using Call Statistics
• Motivating Teams for Peak Performance
• Managing Stress Levels in the Contact Centre Environment
• Coaching for Performance Improvement
• Strategic Planning
• Mastering Your Inner Skills
• Team Building for Senior Managers
• Statistical Analysis
• Preparing Business Cases and Proposals

MODULE TITLES FOR TEAM LEADERS

Many of the company’s Team Leaders had been high performing agents who had achieved promotion. These modules provided the necessary skills for them to lead their own teams…

• Your role as a Team Leader
• Motivating Your Team for Peak Performance
• Coaching for Performance Improvement
• Time Management Skills
• Building the Team Leader Team
• Managing Performance
• Giving and Receiving Feedback
• Communication Skills
• Handling Escalated Calls

MODULE TITLES FOR AGENTS

The centre was both customer service and sales focused, and with these modules we delivered lasting results to the bottom line.

• Communication on the Phone
• Telephone Sales Techniques – Inbound and Outbound
• Advanced Telephone Sales – Inbound and Outbound
• E-Service
• Customer Service Skills
• Product Training
• Induction Training