This pack contains 16 ready-to-run training activities to develop your agents and improve their performance, whatever level they're starting from. Activities focus on the vital issues and challenges that apply to all call centre environments: equipping you with a ready-made series of solutions for training, coaching and motivating all kinds of call centre personnel. Help your people sharpen up all the specific skills they need - and also broaden their vision, so they'll become more effective, more knowledgeable, and more motivated. Since time is so important in call centres, the activities are designed to pack in a great deal in a very short time: most of the sessions last about two hours - and every one will make its mark on performance immediately.

List of Activities:

1. A call centre - what's the difference?
This activity identifies the challenges and issues faced by your call centre team. It will help you and them to understand the critical factors that influence performance, and ensure that they understand more clearly their role in the call centre.

2. Customer service in a call centre
This activity will help you to build a more customer-focused call centre. Call centre agents will consider what customers want and what they need to do to ensure that the organisation delivers the level of service they demand.

3. Not another complaint!
How do your people handle complaints? Do they fear them or do they encourage them? This activity helps them to understand the importance of effective complaint management and to identify and develop the skills required to handle complaints effectively and build customer loyalty.

4. Customer-handling techniques
What is a customer worth to your organisation? This activity enables participants to identify the value of customer relationships and provides a framework for building more effective relationship management skills.

5. Managing moments of truth
Customer relations can be made and broken in the space of a second. This activity guides participants to an understanding of the impact of moments of truth and empowers them to manage these moments effectively.

6. Being assertive
Assertiveness in a call centre environment is a fine balancing act. It is all too easy to appear overly aggressive or, alternatively, too passive during telephone conversations. This activity provides a structured approach to developing and maintaining assertiveness.

7. Questioning and listening skills
Effective questioning and listening skills are a must in any role, but in a call centre they are a prerequisite to effective performance. This activity helps call centre agents to understand and develop these skills.

8. Different types of customer
This activity reviews the different customer types that participants will come across and describes techniques to deal with each.

9. Voice and language
What are the key elements of voice and language in a call centre?

10. Sales and service - the psychology of a sale
What processes do customers go through when they are deciding to purchase your product or service? By building a better understanding of this, your people will be better prepared to guide the customer through this process.

11. Fact-finding skills
How do participants identify what customers need? How can they effectively find out during a telephone discussion? This activity provides the basis for developing fact-finding skills, focusing primarily on the process rather than the questioning techniques.

12. Meeting customer needs
When will a customer commit to purchasing your product or service? This activity enables your people to answer this question, and provides them with techniques and skills to ensure that they meet the customer's needs.

13. Helping the prospect to buy
What are the buying signals? How can you detect them on the telephone?

14. How can I make sure I am achieving what I want to?
This activity focuses upon the individual and helps them to associate developing synergistic beliefs and values with the call centre/organisation strategy.

15. Capitalising on the call centre environment
How can participants capitalise on the environment? What can you and they do to maximise performance?

16. Maintaining motivation
This activity provides a structured approach to building and maintaining motivation within your call centre team.

326 pages, with 125 OK to copy pages