Call Control

Price:  $199.95  $149.95          

Duration: 1 Day

Delivery methods outlined in trainer guide: Self-discovery and critique, group exploration and facilitator led discussions, practical exercises, and best practice theory exploration. 

 
 

 

The main focus of this one day training program is to help call center agents reduce their AHT - Average call handling time by equipping them with the required basic call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer experience/customer satisfaction.

AHT is one of the most important operational indicators for any contact center and a key input in scheduling and calculating required staffing. This program will help reduce agents overall AHT by helping them optimize their call handling skills enhancing the overall contact center performance to ensure quality of customer service is not diminished but better yet improved.


Enabling objectives:  
By the end of this training course participants will be able to :
 

  • Understand the importance of controlling each call with each customer.
  • Follow a 3 step process to regain control of calls with angry and talkative callers.
  • Explore 9 different techniques to control calls more effectively.
  • Utilize the power of questions for better call control.


Who is this course for?

Call center customer service agents and support staff who wish to improve their control over calls and reduce their average call handling time.

Outline of topics:

Importance of controlling each call
 Why is High AHT (Average Handling time) a problem?
 What is call control and why do calls go out of control?
 Are you an expert?
 Keeping callers focused on the issue.
 
Using the power of questions
 Importance of questions (Battleship activity)
 Effectively using open and closed questions to control calls.
 Types of questions to use.
 The call control process.
 
Call control techniques
 Beginning the call and taking control – Clarifying the call purpose.
 Creating an opening questions & establishing call control.
 Following a pre-defined call structure.
 Using the caller’s name.
 Bridging – tactfully redirecting the conversation (4 step process).
 Doing your after call work during the call.
 
Additional call control tips and skill practice activities:
 Call control tips.
 Recorded calls critique session (5 actual good calls + 5 actual bad calls).
 Why are you calling? (Role play activity).
 

Competitive review game - A Power Point Review Game Show for a high energy ending & to recap the covered training materials.


Random Training Material Samples:

Random trainer's guide samples
Random slide deck samples
Random student workbook samples

trainers guide

course slides

student book

 

What does the instant download package include exactly?

  • Trainer Guide (45 Pages).
  • Student workbook (38 Pages).
  • Slide deck (41 slides).
  • Call control process reminder cards
  • Training support documents ( Training evaluation forms, 5 certificate templates, program outline).

Plus a Big Bonus!

22 activities to use with other training programs & training materials you have.
Power Point Review Game: Review the training materials you just covered and watch excitement rise as participants compete to answer questions in a series of exciting rounds.

That’s not all, The Power Point game is fully customizable so you can easily change the questions and create other versions and other games for other training courses and training materials you teach.

Receive all source files instantly in MS Office format  iconsms  

Price : $199.95
     $149.95

 
 

 

 

Why buy our courseware packages? 

 

Big Value for money

Instantly get a comprehensive and well structured training courseware materials package that includes everything you will need to run a successful and professional training program:

A comprehensive trainer guide that will guide you step-by-step through the training program with detailed explanation of the topics as well as suggestions on what to say and how to debrief and run the different activities and explain concepts.

A comprehensive workbook to hand out to each of your class participants that makes for an excellent complete reference to the training material covered as well as instructions for participating in the different activities and also gives them space to take notes.

Power Point slide deck that's professionally designed to support your training delivery and impress your audience.

Activity & Exercise sheets as well as several other training support documents from training evaluation sheets to attendance certificates so you have all you need to deliver a complete training program with your training material package.

Review game show (In Power Point) to end your training on a high note and run a competitive and exciting review game where teams compete for a prize by answering questions around your training materials. (The Power Point game is fully customizable so you can use it to create similar competitive review games for other training materials and programs you already teach.)

 

Fully customizable

Any modifications or customiation or pesonalization of the training materials to match your specific training objectives or specific needs of your participants can be easily made since you get all source files in Microsoft office format. You have the right to make any additions or even brand your training materials package with your own brand (we only do not allow the resale of these training material packages in any way or form)

 

Easily add to your own materials

Our Training packages are divided into modules where each module focuses on a specific topic which makes it easy for you to tailor or customize the training materials or add to your current training courseware materials.

 

Exercises, Games & activities to enliven and spirit-up your training delivery

Our training packages are packed with self-discovery activities, exercises and games focusing on specific learning outcomes to enliven your training delivery and energize your participants.

 

End your training with a fun & competitive review exercise

Each of our training packages includes a great bonus Power Point game show that was designed to be the grand finale of your training program and keep your participants engaged to the very end. Just split your participants into teams and watch excitement rise as they compete to answer questions around your training materials for an excellent and fun way to review, recap and improve retention of the training materials covered.

 

Download and get it instantly

Instantly download and get your training package immediately. After purchasing off our website you immediately get a link to download everything in a zipped file. 

 

Professionally designed training materials delivered to your inbox with the following features:

Fully Editable and customizable Downloadable immediately
No restrictions, full freedom to use Get original source files
MS office format Engaging Innovative content
Packed with activities , games and exercises Based on latest training models and concepts
Very well organized and structured design documents Specific job aids and useful forms to use back on the job (Selected training courses )
Engaging power point slide deck High impact visuals
Step by step comprehensive trainer guide Training materials that helps you create an engaging learning environment
Competitive fun games and activities Assessment tools (Selected training courses)
Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants. All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.

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About us

Since 1998 Scitron Training has successfully provided it's customers all over the world with high quality training materials and ready to deliver courseware packages as well as delivery through our cadre of international highly experienced trainers and consultants.

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