Enhancing Call Centre Performance Workshop

Enhancing Call Centre Performance Workshop

Lucrative Call Centres require dynamic, flexible and skilled employees who have a thorough understanding of their product or services, are able to work quickly and effectively without sacrificing the quality of their work, relate to others on a social and emotional level, and persuade with impact and influence.

The Enhancing Call Centre Course includes an in-depth analysis of the effectiveness of your call-centre by measuring elements such as responsiveness, clarity, quality and tone of voice, conversational attitude, the handling of difficult calls, level of assurance and problem-solving abilities.  The course is specifically designed to enhance the agents communicative impact power by focusing on the following training aspects:

 

  • Persuasion and Negotiation
  • Voice and Speech: Fundamental Introduction
  • Voice and Persuasion
  • Business English
  • Psycholinguistics
  • Networking
  • Conversation Skills
  • The Role of Social Intelligence
  • Influencing Techniques
  • Conflict Management
  • Assertiveness
  • Sales training
  • Strategic Communication

 

The thorough understanding and application of these fundamental aspects not only empowers the statured company, but also enables the agent to achieve their set targets and goals, manage telephonic conflict effectively, network, build constructive relationships and client rapport, project enthusiasm vocally, and persuade with influence and impact.

Modules Presented:

  • Persuasion and Negotiation
  • Voice and Speech: Fundamental Introduction
  • Voice and Persuasion
  • Business English
  • Psycholinguistics
  • Networking
  • Conversation Skills
  • The Role of Social Intelligence
  • Influencing Techniques
  • Conflict Management
  • Assertiveness
  • Sales training: The Rain Maker
  • Strategic Communication

Booking Process:

Book through email info@mypocketcoach.co.za

Duration:

Option 1: COURSE of 16 individual sessions

  • Persuasion and Negotiation (x2)
  • Voice and Speech: Fundamental Introduction (x2)
  • Voice and Persuasion (x1)
  • Business English (x1)
  • Psycholinguistics (x1)
  • Networking and
  • Conversation Skills (x1)
  • The Role of Social Intelligence (x1)
  • Influencing Techniques (x1)
  • Conflict Management and Role Play (x2)
  • Assertiveness (x1)
  • Sales training: The Rain Maker (x2)
  • Strategic Communication (x1)

Option 2: WORKSHOP of 1 Full Day

  • Persuasion and Negotiation (2 hours with role play)
  • Voice and Speech: Fundamental Introduction (2 hours with role play)
  • Voice and Persuasion
  • Networking and Conversation Skills (2 hours with Role play)
  • Conflict Management and Strategic Communication (2 hours with role play)

Option 3: WORKSHOP: 2 Day

Day 1:

  • Sales training: The Rain Maker (3 hours with exercises and role play)
  • Persuasion and Negotiation (2 hours with roleplay)
  • Voice, Speech and Persuasion: Fundamental Introduction (2 hours with exercises)

Day 2

  • The Role of Social Intelligence (1 hour)
  • Conflict Management and Strategic Communication (3 hours with role play)
  • Networking and Conversation Skills (2 hours with Role Play)
  • Assertiveness (x1)

Option 4: WORKSHOP: 3 Day 

Day 1:

  • Sales training: The Rain Maker (3 hours with exercises and role play)
  • Persuasion and Negotiation (2 hours with roleplay)
  • Voice, Speech and Persuasion: Fundamental Introduction (2 hours with exercises)

Day 2

  • The Role of Social Intelligence (1 hour)
  • Conflict Management and Strategic Communication (3 hours with role play)
  • Networking and Conversation Skills (2 hours with Role Play)
  • Assertiveness (x1)

Day 3

  • Nonverbal Communication for Virtual Platforms and Meetings (1 hour)
  • Business English (1 hour)
  • Psycholinguistics (1 hour)
  • Role play between delegates applying all the techniques to different scenarios (4 hours)
  • Q&A and Final Remarks

Outcome:

Gold standard agents who are responsive, clear and skilled to deliver on your business needs

Who should attend?

Call Centre supervisors and agents

Why should I book:

To accelerate business