Call Centre Training

As you think about your Call Centre and Customer Service team, what “keeps you awake at night?”


Your Customer Service Representatives;
  1. Are below target or inconsistently achieving their KPIs
  2. Escalate calls too readily
  3. Must utilise a range of counter offers
  4. Have product, knowledge and systems training however are lacking in communications skills
  5. Don’t handle conflict well with customers
  6. Are sometimes more concerned about keeping under Call Time KPIs than understanding their customer
  7. Need to improve their questioning and probing skills to uncover the “issue behind the need” of the customers query, request or complaint
  8. Lack structure in their customer conversations
  9. Induction and/or training is “Death by slide” and often focused on product and systems, not customer engagement
Your Team Leaders need to;
  1. Motivate their people more effectively to have the business become more results driven
  2. Implement a retention plan to retain their best performers
  3. Improve the skill sets of their people
  4. Tap into the individual values of each employee to help them achieve their best
  5. Know how to conduct one-on-one coaching with CSRs to develop their 'conversational (soft) skills
  6. Have a consistent unified approach to performance management
  7. Become more “hands on” as sometimes they do not believe they need any improvement
  8. Ultimately, hit target

KONA's Proven Call Centre Training

How KONA will assist you to get your sales people back on track, through our proven ACTC Process

 

Phase 1 Assessment : Assessment of your team’s current ability through Double Jacking and listening in on calls and benchmarking teams capability and/or interviews.


Phase 2 Consulting : Define elements of training and coaching programme's customised for your teams specific needs


Phase 3 Training : Workshops (that are developed to fit in around your team's work load and call times) Facilitation of training workshops tailored and aligned to your teams needs, and can often include:


  • Understanding your Customers (which can often include understanding the culture of a different COUNTRY where calls come from/go to)
  • 'Engaging Conversations' and how to positively Greet Customers; Ask Questions to positively Gain Information; Probe for the "Why behind the Customer's Issue"
  • 'Courageous Conversations' and how to manage Complaints; Hostile Customers; Conflict Resolution and Deliver the Message " I can't help you, however...."
  • Call Management and how to structure a conversation that builds a stronger relationship

Phase 4 Coaching :On the Job follow up and coaching is critical to ensure that training content is implemented and reinforced in the field and not left in the ‘classroom’. The coaching phase cements the transition from ‘theoretical’ to ‘practical’ application of the newly acquired behaviours, knowledge and skills, and importantly secures your ROI


Expected Outcomes
  • Increase in First Call Resolution (less Escalation)
  • Increase in Customer Satisfaction
  • Increase in Customer Retention
  • Increase in KPIs achieved
  • Increase in Products sold or retained
  • Reduction in Staff Turnover
  • Drop in Average Handling Times
Contact Us

For more information about how KONA's Call Centre and Customer Service Skills Training will help your business grow please contact Mary at info@KONA.com.au


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