We offer Call or Contact Centre
Training and Coaching
We improve your call centre customer engagement focusing on team engagement and customer retention.
We work with Call Centre leaders and teams to help you take customer engagement to the next level. We design and create bespoke call and contact centre training programs and deliver on site or remotely.
We provide skills training for inbound and outbound Call and Contact Centres.
We deal with businesses who value their customers. We provide guidance and direction in the development of your customer service and sales strategy. Our consultants develop and deliver tailored programs that support the delivery of your strategy.
Improving Customer Satisfaction, Call Handling time, and Revenue Results are our clients’ number one priority.
Our approach allows your phone based agents to create a customer experience that makes the customer feel like they’re getting a face-to-face service. We tailor our learning to suit your business and to help you develop a strong identity with your clients. Above all, we help you maximise the income potential of your call centre.
Our programs cater to Customer Service Operators, Telesales Professionals, Supervisors, Team Leaders and Operations Managers.
Our call centre programs include:
- Bespoke in-house call centre training for customer service professionals
- Skills Coaching for Call Centre Supervisors
- Training the Trainer
Our training and coaching material is Tactical, Practical, and Immediately Applicable
Remote training or coaching: we deliver services both via video conference call or on site
Call & Contact Centre Training
Training and Delivery
We work with our clients to build a positive learning culture that will attract and keep quality people within the contact centre organisation.
Coaching programs include: Leadership Development, Managing Performance, Enabling others to act, Communication Skills, Giving Feedback, Creating an environment for discussion, Skills Coaching Mode.
Assessment
We collaborate with our clients to establish benchmarks and build assessment tools that help ensure quality in all aspects of service delivery.
Our services include: Competency interviewing, Call calibration / Skill Assessment, QA monitoring, Benchmarking, Gap Analysis, Quantitative & Qualitative Reporting, Feedback and Recommendations
Consulting Services
Build a positive learning culture that attracts and keeps quality people. We offer tailored workshops to develop the capability of Contact Centre operators, Supervisors and Managers.
Our workshops include: Essential Customer Service Skills, Customer Retention Skills, Web Chat skills, Call Listening, Telesales Skills, Handling Conflict, Difficult Situations, Enhancing your customer’s experience in the omni channel environment.