Call Centre Archives - Kona - Sales and Management Training

Improve Your Call Centre and Customer Service Team’s Skills and Results

Call Centre Training in Sydney, Australia

Are you looking to improve your Call Centre and Customer Service team’s skills and results?

Do you want to increase your sales and repeat business?

Are you looking to build lasting relationships and increase your market share?

KONA’s Call Centre Training programs turn your good people into winning people as your team will learn new techniques, hone their existing skills and become confident customer service partners to your customers

No matter what industry you operate in, no matter the size of your business, no matter the qualifications of your team, if you require results driven, highly effective Call Centre Training, contact KONA today.

Call Centre Training that Develops Champions

KONA Group’s Hearts and Minds Call Centre Training program has been crafted over years of experience in Sales Training and Customer Service Training in Call Centres. We will transform your good people into true champions by transforming their behaviour and their performance.

Does that sound too good to be true?

Feel free to go through our case studies and you will find clear evidence that our approach not only works, but it delivers results that will stun you.

What to Expect from Your Call Centre Training?

So what kind of results can you expect from your Customer Service Training?

Your sales people will:

Improve their productivity and reduce AHT (Average Handling Time)
Reduce Escalation
Increase Customer Retention
Increase sales conversions and revenues
Communicate with confidence and professionalism
Counter objections with confidence
Become effective negotiators
Build strong relationships from the top down
Convert a sales pipeline of inbound and outbound leads and inquiries

Customised Customer Service Training and Coaching

Generic, ‘off the shelf’, by the book, Call Centre Training Courses do not deliver effective results, and they are not the best use of your investment if you are looking to develop a highly effective team that deliver the results you need.

So if you are looking to increase the effectiveness and results of your Call Centre and Customer Service team, contact KONA today on 1300 611 288 or email info@kona.com.au to discuss how we can help you improve your organisation’s results.

The KONA Group is Australia’s Leading Call Centre Training, Sales Training and Sales Management Training and Coaching company and provide Customised Training programs that include: Sales Training & Coaching, Sales Pipeline Training, Key Account Management Training, Call Centre Training & coaching, Customer Service Training, Negotiation Skills Training & Coaching, Motivational Speakers, HR Consulting; DISC and MBTI, and more.

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5 Methods to Inspire Call Centre Employees

Working in a call centre must always involve meeting certain targets and KPIs. So creating a solid performance base is essential for employees to be effective and not live in fear of losing their job. The following are 5 different ways of motivating your call centre staff:

1. Short Term Incentives

Earning sales commission is a constant motivation for the most call centre employees. Financial incentives for On-Target Earnings (OTE) are one of the strongest motivation practices to use as on target employees have the opportunity to add a substantial amount of money on top of their basic salary. However financial incentives are not the ‘be all and end all’. Rewards and competitions are another source of motivation for call centre employees. Running internal competitions on a daily or weekly basis will give employees short term goals to aim for and create performance momentum This will also create healthy competition which will eventually lead to a better overall performance from your call centre team.

2. Feedback

Feedback from managers and members of senior team is imperative. A manager acknowledgement goes a very long way and awarding a team or team member for having the best performance in the last week will create a positive attitude within the team.

3. Call Centre Training

Offering call centre training on a regular basis is a great motivator for employees in call centre roles. It will encourage them perform better and develop the required skills and knowledge to help them meet their goals. Importantly, if employees then have their skills reinforced and coached by their managers it will show them that the company cares about them and their performance.

4. Evaluations / Reviews

Regular review sessions with individual employee or a team can help them to understand their current performance level and how they can step to the next level. During review sessions, senior management team can discuss short or long-term goals and more importantly how the managers will provide sales training to their people to ‘close the gap’

5. Clean Workspace

More of a discipline rather than a skill however it is important for an employee in a call centre role to have a clean workspace. Having an organised desk with equipment that works professionally is crucial to enhance performance and employee working in a clean working setting is more likely to perform better than working in a chaotic environment. An organised desk can also help in maximising work efficiency because the employee will be able to work through their work in an order instead of working through a disorganised pile.

Going forward:

Establishing a clean workspace, implementing employee sales training and call centre training and providing monetary incentives will appeal to employees and set the benchmark for a performance culture The KONA Group is Australia’s Leading Sales and Sales Management Training and Coaching company and provide customised training programs that include: Sales Training & Coaching, Key Account Management Training, Call Centre Training & coaching, Negotiation Skills Training & Coaching, Motivational Speakers, and more. So, if you are looking to increase the effectiveness and results of your sales team, contact KONA today on 1300 611 288 or email: info@kona.com.au to discuss how we can help you to improve your organisation’s results.