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| Appreciating Human Differences |
From the Hotlines Series
People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way. They must learn to:
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| Building Relationships |
From the Hotlines Series
Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers and learn to build rapport and be willing to help.
This program covers these skills:
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| Communicating Clearly |
From the Hotlines Series
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. They must demonstrate these skills:
- Listen carefully to identify needs
- Question to clarify ...
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| Controlling Call Time |
From the Hotlines Series
Staff in call centres need to be able to control call time and manage talkative callers politely. They need to:
- Be patient
- Respond and move on
- Ask questions or offer help
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| Conveying a Professional Image |
From the Hotlines Series
People in call centres are the window into their organisation. They need to present a professional image over the phone. This program covers the importance of speaking well, welcoming customers and using effective protocols for putting people on h...
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