CALL CENTRE TRAINING

Call center is an IT enabled industry which handles customer relations management for its clients with an interactive platform using the internet and voice based facilities to provide information and support to a customer or client. It operates round the clock 24 hours a day and 7 days a week

The numbers and the size of call centers in India are growing higher. Call centers provide a focused means of handling both inbound enquiries and outbound marketing for many companies. However staff training, motivation and retention are a common problem they face.

Call center operations are hectic and the pressure to respond is relentless. The staffs knowledge of the products, services, system, software used and customer care is crucial for the success of the operation. Training helps staff at all levels to provide excellent, confident services to reach the response target that makes the center efficient and cost-effective. In addition, training that build skills, assists personal development, and leads to recognized qualification can help motive and retail staff. High staff turnover and costs to replace staff exerts additional pressure on the bottom line.

WLL offers training in a number of areas which are fundamental to the successful operation of any call center. With course developers and instructors experienced in bespoke software applications, WLL develops training with a wide range of experience in personal development, customer service and leadership training. We make tailor made programs for team building, customer care, stress management and interpersonal skills, all backed by experience in language program delivery. WLL can accredit your staff with nationally recognized qualifications for call centers and provide the required foundation training. Center skills, sales management and other fields relevant to call centers.

Training - Methodology

The training program is modular and customized in line with customer-specific business needs.
Some of the parameters considered for course design:
Orientation - Survey vs. tech support
Emphasis - Whether voice intensive
Caller Profile - Corporate vs. Individual
Geographical Market - US, UK, Australia and more
Specialist trainers - Phonetics, native accent trainers

Customized training programs are based on client inputs such as.

Relevant and contextual information.
Call recordings.
Product/service details.
Customer profile.
Call scripts.
Company policies.
Specific glossary.
Call evaluation parameters.

Pre-Process Training

Before candidates get on to the floor, WLL ensures they are well groomed and ready for a successful start. The training covers:
English skills.
Accent neutralization.
Communication skills.
Cross culture training.

Some of the main focus areas are:

1. Modular and customized as per the call center needs.
2. Communication Program
3. Soft skill Training
4. Culture training
5. Team Building and Leadership

1. Modular and customized as per the call center needs: Customization of the program as per the call center requirement; diagnosis of the agent and preparation of the program accordingly. The training covers: English and Communication skills, Accent neutralization and cross culture training.

2. Communication Program: Communication and interpersonal skills are fundamental strengths of any call center employee. Persona effectiveness can be proved by learning and applying critical customer service behavior in real life situations. We focus on Spoken English, Accent training (American, British, Australian). International usages, interpersonal communication skills, listening skills for interpersonal effectiveness and telephonic communication skills.

3. Soft skill Training: Here inputs to develop right attitude to succeed, stress management, time management, team building along with quality awareness, soft skills training is given. Thus the adjustment and functioning of trainees is made easy.

4. Culture training: Trainees are exposed to the international way of life- this includes government, social and business etiquettes, holidays, music, sports, history sessions, the weather, etc. A clear understanding of the native customer, culture, lifestyle and socio-political structure, help trainees to identify the customer and respond accordingly.

5. Team Building and Leadership: We provide key skills for building and leading successful teams, thus producing high quality results through the focused efforts of a group. Functioning well in a team environment-either as a member of a supervisor requires an understanding of the basic principles of effective teamwork and synergies required positive results. Call recordings of simulated situations are played back for trainees and are supporting factors for reviews and feedback. They motivate higher levels of progress.

Certification and Evaluation

WLL carefully evaluates and certifies candidates at multiple points in the training cycle, to ensure the best performance quality standards. An asses base of qualified professionals evaluate and certify employees of companies who may not have used our training services. This could be done for individuals or groups. Our evaluation parameters are clear and decisive and the trainees' participation and commitment are as important as the final result.
Multiple-stage evaluation helps enhance quality at all levels.
The first stage is the Baseline Evaluation that sets the training agenda and provides feedback for recruitment. At mid-term evaluation, trainees are given feedback on their progress and an action plan is fixed for poor programmers. At the certification stage, trainees are given feedback for operational decisions and further training needs, if required, are determined. Floor performance Evaluation is a WLL plus. gents are monitored on the floor by our faculty and ant drawbacks are corrected immediately. This helps establish a constant improvement pattern. At the client's end, results are measured in terms of higher productivity, time saved, increase number of customer issues resolved, decrease delays and escalation, boosted morale and, of course, more delightful customers.

Evaluation Parameters English

Fluency
Coherence
Grammar
Comprehension
Listening
Level Of Comfort

Accent Training and Phonetics

Mother Tongue Influence
Mispronounced Words
Level Of Confidence
Level Of Warmth
Voice Modulation
Pace
Accent Comprehension

Customer Service and Communication Skills

Opening Comment
Listening Attentively
Appropriate Responses
Voice and Volume
Speech Clarity
Empathy
Gaining Customer Confidence
Call Control
Closing Comments
Appropriate Ownership
Understanding Customers Issues
Clear Communication

Each evaluation generates a Qualitative Report which includes the following:
Trainer comments for each module
A record of one-on-one feedback sessions
The suggested action plan

Advantage WLL

You get the advantage of an experienced partner, geared for success.
Individual skill building - Efficient batch size, only 15-18 candidates.
Course and methodology design capability - profile of different customers, services;
Diverse Markets- US, UK, Australia and New Zealand.
Unique Methodology - Simulations, mock calls; experienced accent trainers.
Evaluation systems - For courses, students and faculty, timely feedback, constant improvement measures.