INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers
Advanced Agent Skills-Inbound
The inbound skills course is essential for all agents, inbound and outbound. It covers a wide variety of topics. The course is comprised of 5 modules
B1 - Questioning and Listening Skills
- Active Listening techniques
- 7 Basic rules of Listening
- Questioning techniques
- List of key questions
B2 - Phone Rage
-
Handling Complaints
- Causes of Phone Rage
- Diffusing Phone Rage
- Handling offensive behaviour
B3 - Customer Service
- What do customers want?
- How do we deliver it?
- What do we need to deliver it?
- Going the extra mile
B4 - Buying Signals
- The importance of buying signals
- Recognising Key buying words
- How to react to buying signals
- Turning opportunities into sales
B5 - Building for the Future
- The important non-conversions
- Managing the Data
- Leveraging the opportunities
- Developing an agent call report
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