Contact Centre Excellence

Develop and maintain a world class Contact Centre.
Choose a programme listed below for further information.
  Contact Centre Effectiveness

Workshop Purpose:
To provide participants with the knowledge and skills for best practice in a Contact Centre, to enable them to handle all customers interactions in a consistently professional manner from point of contact to resolution.

Modules Covered:
On completion of this workshop participants will be able to:

  • Identify customer needs in a contact centre.
  • Provide information and respond to customer needs.
  • Demonstrate an understanding of customer expectations.
  • Demonstrate the effective use of both verbal and non-verbal communication in a business environment.
  • Communicate over the telephone in a positive and helpful manner, to ensure a quality service is provided to customers at all times.
  • Use telephone etiquette consistent with company standards.
  • Control calls in an efficient, calm and helpful manner.
  • Apply appropriate listening, empathy and questioning skills to determine customers’ needs.
  • Provide professional service in a consistent, quality driven manner.

Experiential: Activities, work related exercises and role plays to ensure transfer from workshop to workplace.

2 days

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