Call Center Mastery - Telecenters and Telesales

"There is no second chance to make a first impression."

Call Center MasteryMost companies make all efforts to create a positive image in their customers and partners. The quality of service connected to products has become a distinctive factor in the increasing market competition. Excellent relationships with customers by phone is an indispensable element of successful operation.

While we obtain a lot of visual information from the customers’ body language, behavior, appearance, etc., there are less tools during a phone call. One of the main reasons phone calls cause us a headache is the fact that we do not see people, only their voice is heard.  Due to the above factors, people take more liberties during a phone call than in interpersonal communications. First impression is first on the phone, too, however the effect of a verbal handshake is often more long-lasting therefore it is worth paying attention to.

Audience

The program concentrates on developing the communication skills of people keeping contact with the partners and customers of the organization. We also recommend it to the ones managing complaints by phone and who might often feel the lack of tools during the conversations.

Expected results

By participating the program you can:

  • Learn the techniques of high quality conversations (starting, openness, positive attitude, understanding the problem, expressing the intention to help, avoiding misunderstanding, directing the conversation.)
  • Communicate in a more confident, willing and effective way.
  • Improve both your customer-centered and personal attitude.
  • Use communication styles matching the partners’ personality types.
  • Easily manage difficult customers and win them back.
  • The company becomes easier to reach which improves the general image.
  • Expenses decrease, so customers become more satisfied.
  • By using stress management methods, the intensity of burning out decreases.

Method

The active learning process is supported by intensive situational practice, one-to-one feedback with tape recordings and personal consulting.

Further possibilities

Customer-centered communication
The participants of the program complete the DISC Personality Profile System, the basis of effective personality-based communication. Learning the behavior styles helps to understand human behavior and gives a unique, personalized feedback and development ideas.

By using the Personality Profile System employees reach a routine in communicating with customers whose style might as well be completely different from theirs and whose behavior may seem threatening or disturbing in difficult situations.

Telesales
For employees who handle sales tasks as well, the program is supplemented by telesales modules. Please ask for our free tailored offer after discovering your needs.

Anonymous tests by phone
The skills acquired during the program are measured by anonymous phone calls, from which a tele-image report is compiled and which provides the basis for the follow-up program.

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Our colleagues

Andor Czinege

Senior Trainer, Partner - Blanchard International Kft.

Andor Czinege

If attractive vision, steady values and accountable leadership are provided to our team, members can have an achievement above the average. Outline the playing field, give clear targets, and let them win.

More colleagues

Participant opinions

Situational Self Leadership

The training gives a thorough overview on situational behavior and the leadership style matching development level. It also helps to deepen and use consciously the effective communication.

Viktória Pöll - Kraft Foods Kft.

Emotional intelligence

By demonstrating the importance of emotions it evoked new thoughts and highlighted several areas to be developed.

Ferenc Bojtor - Hödlmayr Kft.