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Skills training programme for agent
probationary period

Course objectives

  • To empower new agents into the customer value management discipline of their type of operation.
  • To strengthen communication skills so that agents have a greater impact

Course Schedule

2 x 3 hour sessions per month over three months

Call Centre agent menu

 

Context of training

These training sessions are modular and designed to fit together in groups within the two three-hour training sessions over a period of three months.

The subjects covered are appropriate to either sales operations or customer service. They mainly follow on from the induction training which covered the conversation cycle and reinforces previous learning. In addition, there are some modules which can be classed as optional.

To become established and satisfactory following the three months probationary period, an agent would need to have received accreditation on all modules that have been identified as necessary to deliver on the agent’s own operation.

In this document, the modules are split into sales and customer service and optional sections. However, in some cases it may be necessary to combine elements from each area in order to support the needs of the agent and the operation.

Training methodology

Within a call centre environment, there is an operational imperative which precludes agents from spending long periods of time away from the operation. Because of this, the preparatory work and accreditation elements of the courses are designed to be delivered by the agent while on his/her operation. The actual training time away from the operation would be no more than six hours per month.

 

Probationary training programme - Sales

Assertiveness

Objective

Key learning points

 

Closing a sale

Objective

Key learning points

 

Sales through service

Objectives

Key learning points

 

Features and benefits

Objectives

Key learning points

 

Handling complaints

Objectives

Key learning points

 

Objection handling

Objectives

Key learning points

 

Why people buy

Objectives

Key learning points

 

Probationary training programme — Customer service

Assertiveness

Objective

Key learning points

 

Handling complaints

Objectives

At the end of this session, delegates will understand how to handle complaints in a positive, effective manner and will be able to put this knowledge into practice in their dealings with customers.

Key learning points

The process for handling a complaint effectively.

Empowering the customer with the solution.

Using the conversation cycle for an effective win:win outcome.

 

Telephone customer care

Objective

Key learning points

 

Personal communication tools

Objective

Key learning points

 

Creating a winning first impression

Objective

Key learning points

 

Probationary training programme — options

Industry awareness

Objective

Key learning points

 

Market awareness

Objective

Key learning points

 

Selling up and selling on

Objective

Key learning points

Call Centre agent menu