Call Control
Training Course
$179.95 $199.95
- Duration: 1 Day
- Audience: Call center customer service agents and support staff who wish to improve their control over calls and reduce average call handling time
Call Control
For Trainers & Call Center Managers
Do you want to improve the service level?
Do you need agents to control calls better & decrease AHT?
Do your agents have a high call handling time?
Do you want agents to be more efficient & reduce call times?
High Impact
Power Point Slide Deck
To support immersive learning, a high impact professionally designed power point slide deck to engage trainees at all levels.
Student
Workbook
A comprehensive reference workbook you can give out to your class participants as a quick future reference.
Trainer
Guide
With step-by-step clear directions with tips and suggestions on what to say and how to present each slide.
Activity
/Exercise Sheets
Various training material and support documents to help you both explain and debrief the different exercises, activities and games Plus a fun final Jeopardy style review game as a fun ending for your training program.
Additional
Support Documents
To ensure you have all you need to deliver a complete and professional training program, additional supporting documents are included with each full course material package. From training evaluation forms to 5 different certificate templates that you can edit and hand out to your participants at the end of your training.
Job Aids
& Forms
Specific forms designed to extend and reinforce the training that participants can utilize back on the job to help them apply the new learned concepts (Select training material packages)
Follow the well-structured format & Deliver a powerful training
Take charge of developing your agents
Logically structured standalone modules
Enliven your training with numerous activities to tackle fundamental key points
Pick out key learning points & Energize team meetings or huddles to stress on & develop specific skills.
Easily customize & tailor further to match your specific training objectives
Overview
The main focus of this one day tailored training program is to help call center agents reduce their AHT – Average call handling time by equipping them with the required call control and questioning skills needed to effectively control each call more efficiently and help them lead and steer conversations with customers tactfully towards a more structured call flow resulting in a swift and professional answers and resolution of customer issues without compromising customer experience/customer satisfaction.
AHT is one of the most important operational metrics and an important indicator for any call center and a key input in scheduling and calculating required staffing. This program will help reduce agents overall AHT by helping them optimize their call handling skills enhancing the overall contact center performance to ensure quality of customer service is not diminished but better yet improved.
Course Objectives
By the end of this training course participants will be able to:
Understand the importance of controlling each call with each customer.
Follow a 3 step process to regain control of calls with angry and talkative callers.
Explore 9 different techniques to control calls more effectively.
Utilize the power of questions for better call control.
Outline of topics
Importance of controlling each call
Why is High AHT (Average Handling time) a problem?
What is call control and why do calls go out of control?
Are you an expert?
Keeping callers focused on the issue.
Using the power of questions:
Importance of questions (Battleship activity).
Effectively using open and closed questions to control calls.
Types of questions to use.
The call control process.
Call control techniques:
Beginning the call and taking control – Clarifying the call purpose.
Creating an opening questions & establishing call control.
Following a pre-defined call structure.
Using the caller’s name.
Bridging – tactfully redirecting the conversation (4 step process).
Doing your after call work during the call.
Additional call control tips and skill practice activities:
Call control tips.
Recorded calls critique session (5 actual good calls + 5 actual bad calls).
why are you calling? (Role play activity).
Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
Slide Samples
Trainer Guide Samples
Workbook Samples
What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format
Trainer Guide (45 Pages).
Student workbook (38 Pages).
Slide deck (41 slides).
Bonus activities ( 22 activities ).
Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
$179.95 $199.95
You will receive a secure link by email to download your purchase immediately after purchase.
The Fully Customizable Training package includes
- Fully Scripted Training Guide
- Participant Reference Workbook
- Powerpoint Slide Presentation
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- 22 games and activities you can use to enrich your trainings.
- Useful training forms (Evaluation forms, certificates).
- All you need to run a great training program.
- A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.
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Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.
Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.
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that Achieve Measurable Results
Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.
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You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.
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Trainers
Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.
Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.
Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.
Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.
Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!
TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+
Peter Morrison
Sales & Marketing trainer
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People Managers
As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.
Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.
Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.
Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.
Customize Your Training Package
To Suit Your Requirements
All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.
Add Standalone
Modules
Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.
Let Your Delegates Grow With
Activities, Exercises And Games
All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.
Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls , handling angry callers and telephone debt collection.
Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.
All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.
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To find out more about how our training course materials can help you to boost engagement, deliver effective training and enhance your team’s knowledge and understanding of the key points that are important to you, please take a moment to read our frequently asked questions, or get in touch now if you want to know more.
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