Call Control

Call Control

Price:  $199.95  $179.95           

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.

   
Image

Overview

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:

Module 1 : 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.

Module 4 : 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).

Module 2 : 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.

Module 3 : 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.

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

Our Clients

Testimonials

What does the instant download package include exactly?

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
               $179.95

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, A comprehensive workbook, Power Point slide deck, Activity & Exercise sheets, Review game.

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. 

Fully Editable and customizable

No restrictions, full freedom to use

MS office format

Packed with activities , games and exercises

Very well organized and structured design documents

Engaging power point slide deck

Step by step comprehensive trainer guide

Competitive fun games and activities

Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants.

Downloadable immediately

Get original source files

Engaging Innovative content

Based on latest training models and concepts

Specific job aids and useful forms to use back on the job (Selected training courses )

High impact visuals

Training materials that helps you create an engaging learning environment

Assessment tools (Selected training courses)

All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.

Image

Make Your Training "STICK"

One of the best ways to make training “stick” is to allow time for participants to review material that has been presented. In fact, material that has been reviewed by participants is five times as likely to be retained as material that has not. Reviewing allows participants to “save” the information in their brains. a great technique that promotes review is to always end your training program with a competitive review game, It's fun great way to end your training on a high note and at the same time give a great wrap up and reminder of all the learning points and key concepts of the training and can help you gauge how effective the learning process was.

Easily Add Fun, Excitement & Competition To Your Class

That’s why we add a new, exciting and competitive Power Point Review Game to each of our full training packages that you can use to easily review key questions from your training program by engaging your class participants in a fun, energetic competition and ensure your they stay engaged till the very end of your training. We believe so much in this review game technique that it became part of our training packages. Now each of our Full training packages includes a Power Point Game show competitive review exercise pre-packed with questions and answer. Just run the game and watch excitement rise as teams compete to answer.

Our Clients

Testimonials
Have Questions? Need Assistance? CALL US TOLL FREE

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.

 

certified courseware and training materials

   

   

ecabo logoo for scitron courseware

Accredited training provider  

payment05

paypalllll

high quality training materials and courseware packages    
Copyright © 2022 Scitron. All Rights Reserved.