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    Call Center Training

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    kitkat22ph
    The document provides an overview and objectives of a three-day call center training workshop. It will cover skills for telephone communication like tone, questioning, listening and delivering difficult messages. Students will learn about Albert Mehrabian's study on the importance of body language and tone in communication without seeing faces. The goal is for call center agents to improve their telephone skills in both customer service and sales.

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    Call Center Training

    Uploaded by

    kitkat22ph
    15 views2 pages
    The document provides an overview and objectives of a three-day call center training workshop. It will cover skills for telephone communication like tone, questioning, listening and delivering difficult messages. Students will learn about Albert Mehrabian's study on the importance of body language and tone in communication without seeing faces. The goal is for call center agents to improve their telephone skills in both customer service and sales.

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    The document provides an overview and objectives of a three-day call center training workshop. It will cover skills for telephone communication like tone, questioning, listening and delivering difficult messages. Students will learn about Albert Mehrabian's study on the importance of body language and tone in communication without seeing faces. The goal is for call center agents to improve their telephone skills in both customer service and sales.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    15 views2 pages

    Call Center Training

    Uploaded by

    kitkat22ph
    The document provides an overview and objectives of a three-day call center training workshop. It will cover skills for telephone communication like tone, questioning, listening and delivering difficult messages. Students will learn about Albert Mehrabian's study on the importance of body language and tone in communication without seeing faces. The goal is for call center agents to improve their telephone skills in both customer service and sales.

    Copyright:

    © All Rights Reserved
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    Download as docx, pdf, or txt
    of 2

    Call Center Training: Sales and

    Lesson One: Course Overview

    Lesson Two: What’s missing in Telephone Communication?

    To begin, student will explore Albert Mehrabian’s study in communication and how it effects telephone
    communication. Students will also learn the role that body language plays in telephone communication.

    Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a
    business element that is to stay. This course will help call center agents learns to make the most of their
    telephone-based works, including understanding the best way to listen and be heard. Each phone
    interaction has element of sales and customer service skills, which we will explore in details throughout
    this energizing and practical three-day workshop.

    Note that will use two acronyms interchangeably throughout the workshop:

    CSR: Customer Service Representative

    CCA: Call Center Agent

    Learning Objectives:

    At the end of this workshop, you will able to:

    o Understand the nuances of the body language and verbal skills, which are so important in
    conversations that do not have a face-to-face element.
    o Learns aspects of verbal communication such as tone, cadence, and pitch.
    o Demonstrate an understanding of questioning and listening skills.
    o Acquire comfort with delivering bad news and saying no.
    o Learn effective ways to negotiate.
    o Understand the importance of creating and delivering meaningful messages.
    o Use tools to facilitate communication.
    o Realized the value of personalizing interactions and developing relationships.
    o Practice vocal techniques that enhance speech and communication ability.
    o Personalized techniques for managing stress.

    Personal Objectives:
    LESSON 2: WHAT’S MISSING IN TELEPHONE COMMUNICATION?

    It’s Not What You Say; it’s How You Say It

    The goal of a very famous and often quoted (and misquoted) study by Albert Mehrabian was to figure
    out how much of what we say contributes to whether the listeners like the speaker. Although the study
    has been hotly debated, the findings were indisputable. For the people that participated in the study,
    the words themselves contributed only about 7% to whether the listener connected to the speaker.
    Listeners got much more information (38%) when they could also see facial expressions; when they
    were also able to read body language, the results were even better, at 55%.

    This is often generalized to mean that in all communications:

     7% comes through the spoken words.


     38% is realized through voice tone.
     55% is the result of the body language.

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