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We have a variety of options from training to recruitment to auditing of your agents.
1) Training
Voice and Accent Training, Customer Care, Telesales Skills, Customer Care for Credit Collections, On-job-training (OJT) , Recruitment & Bridge Training, CRE Audits
Here again we will devise a training best suited to your needs in the following areas
a) Voice and Accent Training - The focus being on
i) neutralising the agents accent
ii) making them sound like native speakers - i.e. the rhythm and linking of words
iii) familiarising him/her with the culture of the country
iv) familiarising them with the various accents of the country they will be calling.
b)
Customer Care - Will include all the skills that will enable your CRA to be effective on calls.
¤ Projecting a professional image, building rapport, voice presentation skills
¤ Customer service essentials
¤ Understanding the power of the phone and how to use it to influence
¤ Polite English
¤ Active listening techniques, hearing the whole picture.
¤ Questioning and summarising skills. Question Forms
¤ Putting your customers at ease
¤ Time management on the telephone
¤ Handling complaints and angry customers
¤ Managing different customer behaviour
¤ Telephone etiquette
¤ Outbound / Inbound Calls
¤ Call Flow
¤ Empathy vs sympathy
c) Telesales Skills - Selling is the key to any business. Our professionals will train your agents in the following areas -
¤ Professional telephone techniques. Projecting a professional image; making effective outgoing calls; building rapport; voice presentation skills; creating good first impressions on both internal and external calls.
¤ Why customers buy. Customer transition and the psychology of buying; how to match sales with customer needs and wants; creating powerful 'attention-getters' designed specifically to improve the positioning of your products and organisation with the customer.
¤ Opening the call. How to create impact and capture the customers interest in the first few vital seconds of the call. Developing high impact statements and questions that keep you in control and make the customer want to listen to you.
¤ Questioning techniques and need finding. Using open and closed questions to uncover real customer needs. Using questions to discover problems and create value in solutions provided by your product. Active listening techniques; hearing the whole picture. Paraphrasing and summarising needs as a transition to selling the benefits of your product.
¤ Benefit selling. Adding value to your product; how to present both known and unknown benefits. And selling benefits over the telephone vs features.
¤ Closing skills. Closing with confidence and recognising when to close the client
¤ Handling objections. Understanding the types of objection; dealing with objections effectively; overcoming the gate-keeper; keeping control during a call
¤ Selling value. How to increase the 'average value' of each order by selling the value that matches customer needs Extensive use of recorded telephone exercises
d) Customer Care for Credit Collections - Many call centres both domestic and international are involved in collecting outstanding dues over the phone. This course will cover -
¤ What is exceptional 'customer service' and how can we get it?
¤ The right attitude and behaviour
¤ Positive communication when addressing customers
¤ Listening skills
¤ Controlling the call
¤ Difference between assertive, aggressive and submissive
¤ Disagreeing agreeably
¤ Maintaining customer relationships
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e) On-job-training (OJT) - Very often your agents are not performing according to the set standards in the accent and soft skill areas and need to be trained while on calls. We will conduct a detailed training which will include a needs analysis - training - assessment - training - final assessment - detailed report. The assessment and training areas will be conducted in small groups, one-to-one and listening to recorded and live calls.
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Offers individuals the opportunity to speak in various social situations. Useful for people who's second language is English and are looking for the opportunity and guidance to give them confidence to hold a conversation in English.
Course overview
¤ Greetings and goodbyes ¤ Question formats
¤ Vocabulary ¤ Rapport Building
¤ Listening skills ¤ Appropriate responses
¤ Functions - Agreeing, thanking, inviting etc.
Who should attend?
A Anyone who wishes to be hold a conversation.
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1] Business English Communication listening, speaking, reading & writing. We will have interesting and interactive practical sessions to show our participants the importance of listening skills in a work environment or how to write reports to letters, or makes presentations etc.
We will do a needs analysis and a placement test before conducting the training. Depending upon our initial report we can decide what would be the best course of action.
We can also offer a certification for your employees in terms of BEC - Business English Certificate, Cambridge University or other examinations that the British Council, Mumbai administers. Eg. BULATS which is more for the employer than the employee.
2] Behavioural Skills - Business etiquette. This will cover aspects such as body language, vocabulary, manners, dress codes, business dinners etc.
3] Presentation Skills - We will design and deliver a course that will meet the needs of each participant. The content will cover
¤ Preparing & Structuring the presentation
¤ Confidence building
¤ Using visual aids ¤ Voice culture
¤ Body Language and the art of presentation
¤ Audience awareness
¤ Question and interruption handling
¤ Building and maintaining interest
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To be an effective CRA you need to know how to handle customers. Our course will cover
Projecting a professional image, building rapport, voice presentation skills.
Customer service essentials
Understanding the power of the phone and how to use it to influence customers.
Polite English
Active listening techniques, hearing the whole picture.
Questioning and summarising skills. Question Forms
Putting your customers at ease
Time management on the telephone
Handling complaints and angry customers
Managing different customer behaviour
Telephone etiquette
Outbound / Inbound Calls
Call Flow
Empathy vs sympathy
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Customer Care for Credit Collections 2 days
Many call centres both domestic and international are involved in collecting outstanding dues over the phone. This course will cover -
What is exceptional 'customer service' and how can we get it?
The right attitude and behaviour
Positive communication when addressing customers
Listening skills
Controlling the call
Difference between assertive, aggressive and submissive
Disagreeing agreeably
Maintaining customer relationships
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Most call centres are refusing to hire people as their grammar is extremely weak. Our course will cover
Needs analysis and identifying each individuals requirements
Teaching Functional English rules and
Business English usage
Practising common grammar errors
Listening practise
Speaking practise
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A presentation is the most common cause of stress and anxiety in the workplace. This negative approach frequently results in a disappointing out come.
This course enables the delegate to prepare, plan and deliver successful and professional presentations. In addition, strategies are provided to overcome the nervousness that accompanies presentations.
Combining role-play, interaction, Power-point and business games throughout the day reinforces the message that presentations should be positive rather than negative experience. Participants will be able to see video recordings of their performance so that they can do a self-analysis.
The skills and experience provided by this course empower the presenter to exercise maximum impact upon the audience and achieve a positive result.
Course overview
¤ Preparing & Structuring the presentation ¤ Confidence building
¤ Using visual aids ¤ Voice culture
¤ Body Language and the art of presentation ¤ Audience awareness
¤ Question and interruption handling ¤ Building and maintaining interest
¤ Dealing with the unexpected
Who should attend? --------------------------------------------------------
Anyone who needs to address a group and express their ideas with conviction and clarity.
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Recruitment & Bridge Training 5 days
For those who you are looking to be recruited by call centres and require some amount of training in the following areas:
Grammar
Conversational Skills
Fluency
Clarity
Accent neutralisation
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Nothing is more important than the way you present yourself in an interview. Successful interviewing will be essential in order for you to lock in an offer.
Course overview
We can help to…
¤ Give you a winning competitive edge
¤ Practise the most frequently asked interview questions
¤ How to get a 'yes' when they say 'no'
¤ Different ways o handle the salary question.
¤ Discover common interview tricks and how to handle the most skilled interviewers.
¤ Think about the way you dress and how to carry yourself
Who should attend?
Those who would like to have an edge when they go for their next interview.
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Telesales skills 5 days
Will show you how be sell over the phone. Our course will cover
Professional telephone techniques. Projecting a professional image; making effective outgoing calls; building rapport; voice presentation skills; creating good first impressions on both internal and external calls.
Why customers buy. Customer transition and the psychology of buying; how to match sales with customer needs and wants; creating powerful 'attention-getters' designed specifically to improve the positioning of your products and organisation with the customer.
Opening the call. How to create impact and capture the customers interest in the first few vital seconds of the call. Developing high impact statements and questions that keep you in control and make the customer want to listen to you.
Questioning techniques and need finding. Using open and closed questions to uncover real customer needs. Using questions to discover problems and create value in solutions provided by your product. Active listening techniques; hearing the whole picture. Paraphrasing and summarising needs as a transition to selling the benefits of your product.
Benefit selling. Adding value to your product; how to present both known and unknown benefits. And selling benefits over the telephone vs features.
Closing skills. Closing with confidence and recognising when to close the client
Handling objections. Understanding the types of objection; dealing with objections effectively; overcoming the gate-keeper; keeping control during a call.
Selling value. How to increase the 'average value' of each order by selling the value that matches customer needs
Extensive use of recorded telephone exercises
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Voice & Accent - US/UK
7 days
This course will enable the CRA to join a call centre and go in for any of the above accents.
Breathing & Relaxation
Neutralising regional sounds
Comprehending US/UK accents
Speaking like a native - assimilations/elisions
Speaking effectively - voice modulation and stress
Names of Places/people
Vocabulary
Listening skills