4. IELTS TOEIC
FRENCH
ESOL
TOEFL DUTCH
PTE
SPOKEN ENGLISH
4
5. Trainings
IT Trainings
HR Trainings
Co-operate Trainings
Business Communication Skills
Call Centre Trainings
5
6. Introduction of Call Centre
Definition
Call centre is a place from where we can make
calls all over the world by using land line or
internet.
We use these soft wares for dialing
Predictive Dialer
Ivy Dialer(Interactive Voice Response)
6
7. Career In Call Centre
Call Centre is a booming industry and thousands of
people are performing their jobs 24/7 hours per
day. In Call Centers we can do 8 hour shift easily
by adjusting our duties time according to
schedule.
We can work in three campaigns.
1. Australian campaign.
2. Use and Canadian campaign.
3. Uk campaign.
7
8. If you want to grow your business, cut down your expenses and raise your
sales, which is possible through call center services.
Sales Chart of Voda Company (UK)
8
9. Tele sales and benefits
A booming industry you
can explore yours
business all over world.
Easiest and cheap way of You Can be a business
marketing. tycoon.
You Can get response of
Call centre services are
your product easy and
very much cost effective.
fast way.
9
10. Type of Telemarketing
Out bond
(In out bond we call the
customers.)
In bond
(In bond we receive the
customers calls)
10
12. Course Format.
On -site
personalized
call centre
Kaflat
training.
On demand
Class room
on- line call
call centre
centre
tainting.
training.
12
13. Class room call Centre Training
Call centre trainer love the combination of interactive
class room work plus personalized focus on individual
needs and challenges.
Class size allows one-on-one interaction with the
instructors
Network with your colleagues and industry peers
during our group discussions
Our classroom setting helps you stay focused on
learning
Take a break and get out of the office
Learning from real-world experiences
Participants return home with "takeaways" that will
make a real difference to them and their centers
13
14. On-line Call Centre Training.
Taking the time out of your busy schedule to
attend in-person call center education can be very
difficult in today's demanding call center world.
That is why we have made it easy for you to
become a "Certified Call Center Manager" on-line
whenever you have time to learn at your own
place.
Training when you need it
Stop at any time and the system knows where you
left off
Self-paced
14
15. On-site Personalized Training.
Our on-site call center training provides a cost-
effective way to maximize your training, provide
training in your call center, and cover the key
challenges you need to address to successfully elevate
your contact center to new levels of excellence.
Learns through action - in your center, using your
data, using their center management tools and
managing your resources
Customize the learning experience by focusing on
specific areas of interest
Save on employee travel cost
Minimize time away from work
15
16. Management Training Agenda.
Gathering Information
The Foundation to all
Workforce
Management practices
Forecasting
Setting the framework
for Contact Center
Success
Best practices in
contact centers and Planning
Workforce Matching Supply to
Management final Demand
review
Analysis
Change Management
Reviewing the outcomes
Preparing leaders to lead
to determine
Workforce Management
improvements to the next
change
forecast and plan
16
17. Quality Assurance Agenda.
Introduction to Quality Assurance
Creating a Quality Assurance Strategy
Positive Culture, Behaviors and Definitions
Quality Assessment Forms:
Structure
Scoring & Weighting
Measures & Calibration
Service vs. Compliance
Call Monitoring Process
Evaluation Frequency
Art of Coaching
Feedback
Time Management
17
18. Training Module Contents.
Communication symbols.
Common abbreviations.
Awareness about states, capital and major cities.
Duties and responsibility of people working in call
centre.
Techniques of Successful sales people in call centre.
The magic of positive attitude in call centre.
What are the commands of good listing in call centre.
What are the customer services.
18
19. Training Module Contents.
What is the
Golden rules of
difference Providing perfect
perfect customer
between customer services.
services.
and client.
What is
How to perform
script, why it is Types of customer
excellent/perfect
necessary in call services.
customer services.
centre.
What are the
How to deliver What is script rebuttals/quarries
the script. description. customers can
ask.
19
20. Training Module Contents.
How you can become a good TSR and CSR.
Basic Skills and qualities of TSR and CSR.
Development of Basic telephonic skills.
Development of Marketing and communication skills.
How to make pace of script.
How to make action plan for the difficult customers.
Why dealing with difficult customer is hard.
20
21. Training Module Contents.
What are the value –added phrases.
Email writing skills.
Internet using skills.
Asking relevant, polite and short questioning
skills.
Try to create convincing and friendly
atmosphere for the customers.
Types of calls.
A to Z tale- sales
tips.
21
22. Free Training Tools and Samples.
The telephone test
Selling The customer
opportunities is (almost)
for service reps always right
Identify your
The really big
internal
apology
customers
Deflate stress;
Welcome
pump yourself
complaints
up
22
23. How to train new trainees.
Computers Soft Skills
Training: Training:
Human
Product
Resources
Training:
Training
23
24. Computer training.
Agents must become well versed in the
company's proprietary programs as well versed
in the company's proprietary programs as well
as any mainstream applications used by the call
center. Properly written call center training
material should allow trainees ample time to
work through the various systems in realistic
scenarios. A pre-test and post-test must be
administrated to ensure proper
training. Agents must be able to perform ALL
tasks on a pre-determined activity check list to
show complete competence.
24
27. Product Training
Each company has its own set of products and
services that must be covered in their
respective call center training
materials. Product training should be at
least 1/3 of the training as it will be a topic
that will come up in nearly every interaction
with a customer. Callers expect the answering
agents to be experts regarding the products and
services provided by their employers, anything
less is simply unacceptable.
27
28. Process & Procedure Training
An important and unfortunately often overlooked
part of call center training materials is process
and procedure training. This training differs
from teaching tips "what". It teaches new agents
"how", and knowing how stuff gets done at work is
perhaps more important than anything else. The
call center training materials for any organization
should have extensive information about how to
submit trouble tickets, who the contact person is
for certain requests, how to request time
off, who to look up information in their knowledge
base (or hard copy folders), how to give
refunds, etc. 28
29. Great tips on Call Centre
Training.
A attitude.
Always have a
positive
attitude.
Argue not , you
win you lose .
There is difference between benefits and
features. Feature is a distinctive or notice
able quality or something offered on a
B benefits. special attraction. benefit is something
that is helpful or advantage or increase
one’s well being . always highlight benefits
and features promptly.
29
30. Great Tips on Call Centre Training.
C closing questions.
Is there any thing else, I can do
for you.
It will be my pleasure to serve you.
We are here to serve you as you
want.
The best thing to do is to call.
The pleasure's are mine.
30
31. Great tips on call centre training.
D Details.
Ask complete detail from the caller .i.e. day
time phone number.
Don‟t assume any thing try to judge the need of
customer.
Don‟t put the customer on hold before asking the
customer.
31
32. Great tips on call centre training.
E echo question.
Ask questions to get more information.
sir, would like to give me yours first name , last
name, email address.
Entre customer information detail in form
carefully.
32
33. Great tips on call Centre Training.
F finish for the day.
Get ready for next day.
Start yours day with enthusiasm ,energetically ,
actively and positively.
Forget all negativities, be optimistic instead of
pessimistic
33
34. Great tips on Call Centre Training.
G greetings.
Always use the right greetings .i.e. “how are you
doing
To day” is killer , customer can think that:
Probably you do care in fact as he want.
Hi, I am John calling from xyz co, may I talk to
some one please here.
34
35. Great tips on Call Centre Training.
H humor.
When the caller is joking, go on ,treat him/her
as he/she wants to be treated.
By honing yours skills try to raise interest of
customer in yours product.
Always give maximum honor to the customer.
35
36. Great Tips on Call Centre Training.
I irritate.
Never and ever try to ask irritating questions
from the customers. i.e. directly his date of
birth, his personal number , banking
details, credit card no . or sort code ,national
insurance no. etc.
Improvise the script according to the nature of
call/customer.
36
37. Great tips on call centre training.
J justify.
Customer is always justify . i.e. if customer has any
kind of complain try to give him satisfactory answer
instead of lame excuses.
If you are receiving, problems calls, regarding
about yours product ,make ledger and note down
All Complains, bring the problem in the notice of
higher management and appreciate customer .i.e.
thank for your complain, that you put in my attention
on it.
37
38. Great tips on call centre training.
K know your object.
Always plan what you want to achieve from
every single call.
Always remember every call is sale call but it‟s
all depends on your knowledge and skill.
Keep yours all attention on your job ,whether it
be wander.
38
39. Great tips on call centre training.
L let’s.
Use “let‟s” technique to gently push the buyer to
buy your product .
Use encouraging , affirmative expressions(uh
, huh, I see, yes) listen to understand rater
than to reply.
39
40. Great tips on call centre training.
N naturally inquisitive.
Do not be nosy.
Do not show ill feelings while listing calls
,although customer is not watching you ,but
yours voice is showing lack of interest in job or
service.
Never hang up before the customer.
40
41. Great tips on call centre training.
M monogram the call.
Ask for the caller name and use it properly.
Voice must be monogram accordingly the nature
of call.
Must be aware how much words should be speak in
one minute .
Make pace for it.
P planned. A and.
C careful. E expression.
41
42. Great tips on call centre training
O one word answer.
Do not use one word answer.
Customer will be frustrate due to your
negativity or your low moral support.
Always remember one frustrated customer
effect at least one to eight persons .
On this stage no one say TSR or CSR is wrong ,but
it‟s create negativity against the company.
42
43. Great tips on call centre training
P practice being positive.
Always give positive answers.
Remember , you can‟t choose what happens , but
you can choose your positive attitude.
Be cool ,calm , positive and try to understand why
ill feelings are burning inside you.
43
44. Great tips on call centre training.
Q qualifying.
Always qualify the customer before going into
to detail.
Often TSR start calling without knowing who is
on the other side ,is concern person is there or
not .i.e. may I talk to owner and manager here .
may be secretary over there he/she can not
decide rather take yours services or not.
44
45. Great tips on call centre training.
R rejection.
Customer never rejecting us so don‟t take
personally.
If some customer is harsh or rude with TSR don‟t
be panic or impatient because he has problem with
company product not with you ,he don‟t know even
yours original name.
45
46. Great tips on call centre training.
S smile.
Always smile ,it warms up the conversation.
If you talk with customer in smiling tone you can
change burning customer into loyal ,and can raise
sales.
Remember , that a complaint is a problem and need
solving session , it‟s not battle of right or wrong,
customer need only yours positive response/positive
solution.
46
47. Great tips on call centre training.
T tone of voice.
Always speak with friendly tone.
Empathy and sympathy in voice.
Try to under stand the needs/wants or
requirements of the customer .
Try to create need of your product.
Let the customer talk freely or air him out and
listen him in soft tone, provide him permissive
environment.
47
48. Great tips on call centre training.
U understanding needs.
Sales takes place when there is need . A good
sales person knows how to create a need.
Until and up till you are not sincere with your job
you can‟t achieve your sales targets/goals.
Try to understand how you can improve your week
areas , being a sales person.
48
49. Great tips on call centre training.
V vary your response.
Use different phrases and bring variation to your
response.
That‟s a good question.
I will be happy to do that for you.
Is there any else I can do for you.
The pleasure „s all mine.
That‟s not a problem at all.
49
50. Great tips on call centre
training.
W weak/wimpy words.
Don‟t use words like, I think , just etc.
When you try to assume the customer you loss
the customer, so, always judge.
Never say to customer, I can‟t help you this time.
Don‟t say call me later I am busy.
Don‟t show off yours and others weakness in
front of customer . it‟s build bad impact of
company.
50
51. Great tips on call centre training
X ax out credibility busters.
Don‟t say , to be honest , to tell truth.
Use professional words i.e. if you are interested
may I can confirm your order please.
Would you like to give me your name , address
,email, nature of business ,number of employees
etc.
51
52. Great tips on all centre training.
Y you sale “or” may they buy.
Either customer would buy your idea or product
you may have sale.
Sometime sale person calls the customers and try
to sale the product but customer demand time ,or
say I am busy so ask the appropriate /favorable
time, it‟s mean you have made 70% sale.
Every “NO” of the customer takes you closer to
“YES‟.
52
53. Great tips on call centre training.
Z zoom the end.
It is very important aspect how to close the call.
Use valuable words.
Have a good day.
Nice talking with you.
Thank for your precious time.
Sir, if you are busy may I call you later , what‟s
yours favorable time.
Sir, if you are using our product how‟s your
experience.
53
