Call Centre Training

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Call Centre Training

Healthy Business Builder specialises in customer experience and this encompasses every part of dealing with a customer or prospect. We work with companies to improve the way their people engage with their customers through their call and contact centres.

 

A leading resource for contact and call centre training and staff coaching.

We specialise in the design and delivery of customer-focused call centre training solutions for global brands across the A-PAC region.

With more than 30 years of contact and call centre training experience, HBB offers highly interactive and highly rated contact centre instruction for customer care professionals. Our workshops focus on such critical areas, such as improving service levels, increasing employee engagement, increasing sales, optimising operations, as well as raising the overall value of the centre (and consequently, the overall value of your organisation.)

 

OUR TRAINING | Progressive | Different  

We are constantly updating and fine tuning our training to keep pace with the trends and challenges in the industry. Consequently, Healthy Business Builder training reflects the most current best practices and research.

The below training process is what sets us apart from our competitors. All our training is customised and we deliver relevant modern call centre training delivered by professional trainers that gets results.

Here is our proven Call Centre Training Process A.C.T.C.
Step 1. Assessment:

Assessment of your team’s current ability through double-Jacking and listening in on live calls, as well as benchmarking teams capability and conducting selected informal interviews.

Step 2. Customising:

All training and coaching programs are customised to your business, as well as for your team’s specific needs.

Step 3. Training:

All our Call Centre Training Workshops are knowledge rich and fun, and fit in around your team’s work load and call times.

Step 4. Coaching (optional):

On the Job follow up and coaching is recommended to ensure that training content is implemented and reinforced.

Your call centre staff will learn in our one day workshop:
  • Value Proposition and Why Statements
  • Advanced Active Listening
  • Enhanced Questioning Skills
  • Overcoming Objectives
  • Our R.E.S.T Model for Conflict Handling
  • Building Rapport Techniques
  • How to Close the Sale
  • Cold Calling Essentials
  • When to Escalate a Call
  • How to Conduct Internal Roll Plays to Keep the Training Alive
  • Using Learnt Skills to Promote New Products/Services

 

UPSKILLING LEADERS AND MANAGERS

Managers and team leaders will take part in our “Manager as Coach Program”, a one day workshop where they learn:

  • What coaching can do and what kind of return on investment to expect.
  • Role of a coach and common coaching challenges.
  • Fundamentals of praise and how to use praise as a motivator.
  • The role of feedback in correcting performance.
  • Development and use of the SAFE coaching model.
  • Fine-tuning of personal coaching skills.
  • Measuring the success of coaching initiatives.

Please call to organise a free discovery session with one of our call centre training specialists.
All our services are offered Australia wide onsite and Globally via Virtual platforms of your organisation’s choice.

1300 833 574 

or email: info@hbbausgroup.com.au

12 ‘How To Tips’ on Call Centre Training:

1. INTRODUCE THE TEAM

Kick off training with an introduction and a strong “WHY” statement, that is, why should we help the customer?

If you have the budget it would be extremely beneficial to conduct some Understanding Human Behaviour Profiling on the team’s members so they have a better understanding of themselves and the customers. This knowledge is a vital tool in the call centre operators kit, that is to be armed with the knowledge of “reading” other people’s behaviour. Healthy Business Builder call centre experts recommend DISC profiling as its easy, cost effective and easily applied on a day to day basis.

 

2. EDUCATE ABOUT YOUR BUSINESS

Your team, new hires and existing staff should have a comprehensive understanding of your business, as well as knowledge of you service/product and the call centre’s operations. In addition, they should be provided with information about company culture, mission, and core values. Equally, as important, all call centre and customer service operators must have an understanding of their role in achieving the business’ goals and objectives. With this understanding, your agents will be more prepared to interact with customers in a manner that is consistent with your business values.

 

3. TRAIN YOUR TOP PERFORMERS

Encourage your top agents to give practical tips on how to be a top performer. Ultimately, this will set the bar high for new hires and also enhance their insight into how to effectively execute their job.

 

4. EXPLAIN THEIR ROLE IN BUILDING CUSTOMER RAPPORT

A great way to enhance employee motivation to provide outstanding service is to help them understand the role they play in building customer relationships. This means, educate them on customer lifetime value as well as the cost of a bad interaction. Additionally, let them know how the quality of the service they provide impacts customer conversion, retention and loyalty. Ultimately, once they have this understanding, they will be more motivated to provide top-notch service.

 

5. TEACH CALL HANDLING BEST PRACTICES

New operators should be provided examples of appropriate greetings, transfer techniques and how to end a conversation. This means, allowing them to listen to recordings as well as also providing them with scripts. Also, encourage them to practice with each other until these become natural. Our call centre and customer service training workshops will teach leaders and managers how to employ role playing as part of their skill set.

 

6. EMBED CALL CENTRE ETIQUETTE EXCELLENCE

When your operators have a concrete understanding of what to say and what not to say, it is only then that they will be more prepared to provide excellent service. So, accomplish this by teaching them about call centre etiquette excellence, as well as informing them of etiquette guidelines.

 

7. TEACH THEM TO THINK LONG TERM

Their overarching goal (apart from providing amazing service of course) might be to increase sales, resolve a customer’s issue on first contact or resolve the customer’s issue as quickly as possible. Basically, no matter what the goal is, employees should know it and know how to achieve it.

 

8. SHOW THE WAY TO FINDING SOLUTIONS

Have a strong knowledge base? Then, teach new hires how to use it. Have a technical support department? Then, teach agents how to conference them into a call. Have managers that are available to jump into a live call? Then, tell operators who to ask for help. Do they have a rock star operator in their department? Then, tell them who that is and when it is okay to ask for their assistance. Ultimately, trainees will inevitably come across questions that they don’t know how to answer. Show them where to look and who to ask to help them resolve the issue.

 

9. ENCOURAGE ONE ON ONE SUPPORT

According to The Global Call Centre Report the time to proficiency can vary, depending on:
a. The educational level of newly hired call centre agents.
b. The complexity of the product or service.
c. Training protocols.
d. Management strategies.

Keep this variation in mind when training agents. Also, keep your eye out for learning or knowledge gaps and do your best to adjust your approach to training in an effort to fill them.

 

10. MAKE SURE ALL TRAINING USES ACTIVE LEARNING TECHNIQUES

Employees will learn best by doing. So, gather your operators and have them role-play common call scenarios. Also, allow them to get their hands dirty playing with your product/service. Additionally, give them sufficient hands-on time to learn your call centre software. These hands-on training experiences are essential to cultivating a capable workforce. Mostly, all our call centre training workshops include role-playing and scenario setups as part of our active learning teaching.

 

11. EVALUATE PROGRESS – CONTINUOUSLY

Throughout the training program, consistently monitor employee performance and provide them with timely feedback. Also, new hires should know exactly what is and what is not working so they can adjust their approach accordingly.

 

12. TRAINING NEVER STOPS

According to The Global Call Centre Report, experienced call centre operators receive an average of six training days per year. Therefore, make sure your agents keep their performance levels high by continually providing refresher courses, training on new products or software, as well as training to enhance their professional development.

If you would like more information, please download our best selling book ‘Building a Healthy Business’ free.
Hardcopy Book Valued at $29.95.

 

CUSTOMER SERVICE, CONTACT & CALL CENTRE TRAINING – Australia APAC | Global

HBB GROUP | Call: 1300 833 574 | SMS: 0481 965 405 | Email: info@hbbausgroup.com.au

Sydney Head Office: Phillips Street Neutral Bay NSW Australia 2089.
Melbourne Office: Suite 2, 432 Smith Street Collingwood Victoria Australia 3066.

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