Call Center > The Contact Centre Training Series

The Contact Centre Training Series

Course Objectives

To be able to handle outgoing calls to customers on matters on debt collection
To handle difficult customers on the phone
To be able to profile the customers using LAB profile system
To be able to benchmark against other CC in the industry

Target Audience

This program will be suited for call centre staff to be much better in their skills set and knowledge in this industry.

Methodology

Break patterns to achieve a better working team.The approach to Team Building has changed. It is now no longer seen just as a channel to have bonding sessions with the team only. It is also a great channel to have learning opportunities. The methodology approach will be very experiential & reflection based. As we understand the many learning patterns of people. In this session the approaches can be listed as:

Team Dynamics (exploring big, medium & small teams’ concepts)
Context setting from working agreement to expectations (returning the ownership to the people)
FUN elements (Serious FUN, FUN seriously and at times just FUNN –Functional understanding not necessary)
Value base learning / feed backs / sharing

Course Modules

Module 1 – The Call Centre benchmarking
Module 2 – Management of outgoing calls
Module 3 – The Right Skills for the Jobs
Module 4 – Managing difficult customers

Get To Know The Trainer

Trainer Darren

4.5

Darren is a Senior Training Consultant focusing on Team Effectiveness and Team Discovery programmes conducted via adult learning and experiential methods. He holds a degree in Business Management from Nilai College and a Diploma in Business Management from Tafe College. His other professional certifications include Train The Trainer by PSMB and Western Kentucky, USA.

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