Make your own free website on Tripod.com

Induction training programme for all levels

Course objectives

  • To welcome new agent recruits into the organisation.
  • To orient new agents into the organisation and the industry.
  • To develop basic communication skills so that agents have an immediate impact.
  • To prepare agents for product and system training prior to going live.

Course Schedule

4 days

Call Centre agent menu

 

Topics - Day One

Introduction to the course

Objective

Key learning points

 

Icebreaker

Objective

Key learning points

 

Fire procedures

Objectives

Key learning points

 

Organisation background, culture and values

Objectives

Key learning points

 

Directing the conversation

Objectives

Key learning points

 

Personal feedback

Objectives

Key learning points

 

Voice workshop 1

Objectives

Key learning points

 

Topics - Day Two

Security brief

Objectives

Key learning points

 

Housekeeping

Objectives

Key learning points

 

Health and Safety at Work Act 1972

Objectives

Key learning points

 

Impact

Objectives

Key learning points

 

Vias

Objectives

Key learning points

 

Basic questioning skills

Objectives

Key learning points

 

Listening skills

Objectives

Key learning points

 

Voice workshop 2

Objectives

Key learning points

 

Topics - Day Three

The eight points of communication

Objectives

Key learning points

 

Barriers

Objectives

Key learning points

 

Voice workshop 3

Objectives

Key learning points

 

Eight points of communication activity

Objectives

Key learning points

 

Topics - Day Four

Portfolio building

Objectives

Key learning points

 

Communication centre guidelines and administration requirements

Objectives

Key learning points

 

Quality management

Objectives

Key learning points

 

Introduction to performance management

Objectives

Key learning points

 

Data Protection Act

Objectives

Key learning points

 

DMA guidelines

Objectives

Key learning points

 

Accreditation

Objectives

Key learning points

 

Passing out

Objectives

Key learning points

Call Centre agent menu