Your Call Centre/Customer Experience Implementation Partner

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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