Call Center > The Journey of the Tribes

The Journey of the Tribes

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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Trainer Bernard

4.5

Bernard stands out as a distinguished professional in the realm of team building and organizational development. With over 15 years of experience, he has become a trusted expert in creating and nurturing high-performing teams. His journey in this field has been marked by a deep understanding of the dynamics that drive successful collaboration and a commitment to fostering environments where teams can thrive. From the outset of his career, Bernard has demonstrated a natural aptitude for leadership and a keen insight into human behavior. His early experiences in various organizational roles allowed him to observe the critical factors that contribute to effective teamwork. These observations laid the foundation for his approach, which emphasizes communication, trust, and mutual respect.

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Trainer Azmi

4.5

Azmi Firdaus is a versatile professional, excelling in the dual role of a Teambuilding Specialist and Graphic Design Trainer. With a keen understanding of both interpersonal dynamics and visual communication, Azmi brings a unique set of skills to the table. In the realm of team dynamics, Azmi is known for his exceptional ability to assess, analyze.

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Trainer Trudy

4.5

Experience in working and training in the various industries for the past 20 over years in the food and beverage, retail and education industries with extensive knowledge, opportunities, implementations and exposures in financial, warehousing, supply chain, procurement,marketing and cost controlling processes. Proficient in Microsoft Office (Excel), and possess strong communication skills and adaptability to meet the diverse needs of individuals. Passionate about supporting individual needs in their learning and development journey to deliver first-class service. Bachelor’s of Science from Murdoch University, Perth, Australia.Fluent in English and Bahasa.

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Trainer Vinnie

4.5

As Vinnie embarked on her journey to become a trainer, she started by working as an intern at Globalknox Sdn. Bhd, a renowned training provider. Embracing a humble approach, Vinnie immersed herself in the company’s operations, re-learning the intricacies of training from the ground up. Within the first two months of her internship, fueled by an unwavering passion, Vinnie seized the opportunity to acquire the esteemed HRDC “Train The Trainer” (TTT) Certification. This milestone marked the official commencement of her career in corporate training, solidifying his commitment to delivering impactful learning experiences and empowering individuals through the art of effective training.

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Trainer Rashmi

4.5

• National Institute of Soft skills and Trainings,2022 • EQ Coach; Transformation Academy,2022 • POSH Trainer ,National Institute of Soft skills and Trainings,2022 • HRD Corp Accredited Trainer,2023 • EQ Master Trainer,2023

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