Call Center Coaching

Learning Outcomes

Call Center Coaching (TCC)

A great course for Call Centre Staff.

Purpose:

This course is designed to develop and foster good individual and team call centre communication skills. In this course you will learn what it takes to deliver great customer service through the phone. You will discover how the way you behave now may be helping or hindering the process of communication. We will take a good look at body language (even when you are sitting down) and how it is used to build rapport and good relationships. You will also listen to your voice and improve how you use it to communicate . Understanding how to get your message across to people in one-on-one personal interviews and telephone conversations will be covered in depth. After this training session you should expect to feel a lot more confident in your ability to communicate.

What you will learn:

Call Centre Speak - breathing, diction, vocal variety and projection- making what you say more thoughtful, powerful, persuasive and interesting-so that others can understand you.
Call Centre Movement - how to move, gesture and use space effectively even when you are sitting down. Don’t let your body tensions and bad posture undermine your message.
Call Centre Work desk – how to organise yourself and your material and scripts properly for impact and well thought out communications.
Call Centre Attitude – how to get a grip on your emotions and attitude so that you work well as an individual operator and as a member of your team. Feel confident and help others to work well too.
And much, MUCH more!

Complementary Courses

The Receptionist's Voice (TRV)

Great for receptionists and frontline staff...everywhere.

Purpose :

Not a day goes by without a telephone being answered in the office somewhere. But how does your voice sound when you answer it? Do you project a professional image? The telephone you answer is the dynamic tool that connects you and your company directly to people, places and profitable opportunities, providing you know how to use it. Sounding good on the telephone can well make the difference between a happy and a disgruntled customer, which naturally reflects in your company’s bottom line. Your voice is often the only part of you that the person at the other end of the line ever gets to meet. What does your voice say about you? What does your tone say about your company? Are you projecting the right image?

What you will learn:

The 5 qualities of a great receptionist.

How to project a friendly and caring tone.
How to speak successfully with different types of people.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to politely close a call.
How to deliver a clear message and get the results you want.

Scheduled The Receptionist's Voice (TRV)

Course	Code	Duration	Location	Cost (gst inc)	Type
The Receptionist's Voice	TRV	1 x 3 hr session	Sydney	$760	Individual
The Receptionist's Voice	TRV-W-H	1 x 4 hr workshop	Sydney	$4235	Per Group
The Receptionist's Voice	TRV-W-F	1 x 8 hr workshop	Sydney	$6295	Per Group

Download Course Information

Call Center Coaching (TCC)

A great course for Call Centre Staff.

Purpose:

What you will learn:

Call Centre Speak - breathing, diction, vocal variety and projection- making what you say more thoughtful, powerful, persuasive and interesting-so that others can understand you.
Call Centre Movement - how to move, gesture and use space effectively even when you are sitting down. Don’t let your body tensions and bad posture undermine your message.
Call Centre Work desk – how to organise yourself and your material and scripts properly for impact and well thought out communications.
Call Centre Attitude – how to get a grip on your emotions and attitude so that you work well as an individual operator and as a member of your team. Feel confident and help others to work well too.

Scheduled Call Center Coaching (TCC)

Course	Code	Duration	Location	Cost (gst inc)	Type
Call Centre Coaching-Half Day Workshop	TCC-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Call Centre Coaching-Full Day Workshop	TCC-F	1 x 8 hr workshop	Australiawide	$6295	per Group

Download Course Information

The Telephone Tone - Individual (TTI)

Great for anyone...who wants to sound good on the phone .

Purpose :

Not a day goes by without a telephone being answered in the office somewhere. But how does your voice sound when you answer it? Do you project a professional image? The telephone is the dynamic device that connects you and your company directly to people, places and profitable opportunities...providing you know how to use it. Sounding good on the telephone can make the difference between a happy and a disgruntled customer, which naturally reflects in your company’s bottom line. Your voice is often the only part of you that the person at the other end of the line ever gets to meet. What does your voice say about you? What does your tone say about your company? Are you projecting the right image?

What you will learn:

How to project a friendly and caring tone.
How to sound convincing, authoritative and persuasive.
How to get people to listen to you.
How to control the speed at which you speak.
What to listen for in other peoples’ voices.
How to match your tone with theirs and masterfully lead them into listening to what you’ve got to say.
Breathing techniques to help you keep cool when the pressure “hots up”.
How to deliver a clear message and get the results you want.
And much, MUCH more!

Scheduled The Telephone Tone (TTT)

Course	Code	Duration	Location	Cost (gst inc)	Type
The Telephone Tone-Full Day Workshop	TTT-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Telephone Tone-Individual	TTI	4 x 1 hr or 1 x 4 hr session	Australiawide or via skype	$1375	Individual

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Schedule & Cost

Swipe Left and Right on the Table Below

Scheduled Call Centre Coaching and Telephone Skills

Course	Code	Duration	Location	Cost (gst inc)	Type
Call Centre Coaching-Half Day Workshop	TCC-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Call Centre Coaching-Full Day Workshop	TCC-F	1 x 8 hr workshop	Australiawide	$6295	per Group
Telemarketing Training-Half day Workshop	TTM-H	1 x 4 hr workshop	Australiawide	$4235	per Group
Telemarketing Training-Full day Workshop	TTM-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Telephone Tone-Half Day Workshop	TTT-H	1 x 4 hr workshop	Australiawide	$4235	per Group
The Telephone Tone-Full Day Workshop	TTT-F	1 x 8 hr workshop	Australiawide	$6295	per Group
The Receptionist's Voice	TRV	1 x 3 hr session	Sydney	$825	Individual

Swipe Left and Right on the Table Below

Your Classes will be held at:

Sydney	Melbourne	Brisbane	Canberra	Adelaide	Perth
Level 3	TBA	TBA	TBA	TBA	TBA
66 Berry Street	City Venue	City Venue	City Venue	City Venue	City Venue
North Sydney	Melbourne	Brisbane	Canberra	Adelaide	Perth
NSW 2060	VIC 3000	QLD 4000	ACT 2600	SA 5000	WA 6000
View Map	View Map	View Map	View Map	View Map	View Map

Classes are available weekdays between 6.00am-6.00pm

Workshops are from 9.00am-4.30pm

Email: [email protected]

Phone: 1300 922 122

The Voice Business,
Berry St, North Sydney,
NSW 2060,
Australia

CDs.Mp3 and Work notes included
Post Course Evaluation
A Certificate of Completion will be awarded to each successful candidate.

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