Customised Training
Quality Call Programs
Customers are becoming more discerning and we are living in an era of instant gratification. Their expectations of service are greater and they want everything now!
A clearly defined quality call assists your team to deliver service excellence on time and provides a blueprint for value added conversations that meet and exceed both customer and organisation needs.
Sales conversion rates increase, service levels improve, planned outcomes are achieved and customers are happier when they've received a quality experience.
Team members continuously improve their quality and look forward to coaching when a fair and equitable measurement process allows them to map their pathway towards being champions.
Your team will pride themselves on striving for excellence!
Who will benefit:
This program will be customised to suit your organisation's specific needs. Especially suitable for team based
call and contact centre operations in small and medium size business, corporations, local government, state
government and federal government agencies. This program is a must for sales, customer service, credit and help
desk environments.
Sample topics covered can include:
- understanding the context of a quality call program
- defining a quality call
- understanding the components of a quality call
- recognising how a quality call fits together
- building a model for the organisation
- developing a system for rating performance
- implementing a listening process to ensure consistency
- assessing for coaching opportunities
- implementing the quality call for continuous improvement and skill development.
Duration: This program is available in a series of half day and one day formats.
Telephone: +61 (08) 9361 0244
Facsimile: +61 (08) 9361 6784
Street Address: Suite 18b (lower level) 328 Albany Highway (cnr. Harper Street) Victoria Park WA 6100
Email: info@phoneforward.com.au
ABN: 95 051 715 506