Boti Courses Overview – Call Centre and Customer Service Training
Answer your calling – your customers await!
BOTi’s Call Centre and Customer Service training courses aim to teach customer facing individuals and staff the knowledge, skills and competencies required to increase customer satisfaction within a call centre. The aim is to enhance customer service skills and ultimately boost sales.
Call centre training courses are held in Cape Town, Johannesburg and Durban and arranged anywhere in South Africa upon request.
You will learn the following skills:
Master voice control including tone, cadence and pitch
Skills to enhance speech and communication, key listening skiils and the ability to question
Negotiation skills
The importance of creating and delivering meaningful messages
The nuances of body language and verbal skills
The importance of building personal relationships
Personalised techniques for managing stress
The Challenge
Call centres often are a key componenet of a company’s delivery strategy whether it be to obtain new customers or maintain and enhance customer relations.
The Solution
Our Call Centre Training course will equip you with the necessary skills to manage customer service within a call centre environment and covers the following aspects:
Employing effective telephone etiquette
Processing and asnwering incoming calls according to company standards
Screening will include: ascertaining the reasons for the call, appropriate idenfication and if a call needs to be redirected
Organisational standards will include: Tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity
Standard operating procedures will include: Site specific operating instructions, orders, guidelines, policies, procedures and systems
Efficiency will include: promptness, courtesy and effective problem solving
Develop daily behaviours to continuously improve
Understanding the call agent role
Comprehend the full use of the telephone equipment
Understand how to operate the telephone and supporting equipment
How to deal effectively and politely with incoming calls
Be aware of the need to acknowledge the callers need state and keep them informed at all stages
Ask key questions to find out the aim of the call and the need if necessary to transfer to the correct department or person
Computer system capturing and customer query logging
Quickly solve customer queries
The importance of ATTITUDE – why should I be nice/civil to anybody
Prepare all necessary documentation and equipment prior to making an outgoing call
Inviting customers into the business with your superior TELEPHONE SKILLS
Developing an understanding of customer requirements by LISTENING
Taking PRIDE and displaying courtesy and civility to others
Use questions to idenfity specific needs of customers
Explore the attitudes and values necessary for high customer care
Understanding how to deal with private information
Delivery Method
One-day Instructor Led classroom based training
Strong delegate participation and practical application of theory
Our objective of the Call Centre Training is to ensure that the acquired tools and knowledge are user friendly and easily applied in the workplace.
Related Call Centre Training include Courses (click on links to book and/or obtain automated quote) include:
Please click on link below for related public course/s:
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Leadership and Supervisory Skills
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Call Centre and Customer Service Training Course (Call Centre Training Courses Cape Town, Johannesburg, Durban)is an essential skills. As JFK said Leadership and learning are indispensable to each other.
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We are a diverse and dynamic team of passionate training specialists who believe that self-betterment and additive education are transformative elements that can help people realise their full potential. We are in the constant pursuit of excellence and proud of our authentic BBEEE roots. We want to work with companies who share our vision. Learn More