CALL CENTRE TRAINING
1300 766 186Optimise your call centre team’s performance for positive customer feedback and better business results
Training Overview
Having a call centre gives your customers access to your business, almost around the clock. The experience of each customer can make a huge difference to their engagement and your business bottom line.
This training helps call centre agents to make the most of their phone-based work. It shares the best ways to listen and to be heard, and incorporates elements of sales and customer service in detail.
Practical and energising, this three-day workshop is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.
What You’ll Learn
WeTrain’s Call Centre Training course is tailored to meet your company’s unique situation and goals. Each course will vary due to your circumstances but will likely include some of the following topics and material:
- The nuances of body language and verbal skills and how they apply in a call centre environment
- Aspects of verbal communication such as tone, cadence, and pitch which can guide the result of your call
- Questioning and listening skills which are missing in modern telephone communication
- How to deliver bad news and say “no” without losing a customer
- Effective ways to negotiate with customers over the phone
- The importance of creating and delivering meaningful messages over the phone and via voicemail
- The value of personalising interactions and developing relationships with customers
- Vocal techniques that will enhance speech and communication abilities
- Personalised techniques for managing the stress of working in a call centre
- and more…
Benefits of Call Centre Training for you and your workplace
The success of your business largely depends on the professionalism shown by your customer care team and call centre workers.
Ensure your customer enquiries are being handled correctly and that your sales calls are having the desired result with Call Centre training for your staff.
Organisations which have taken part in Call Centre training report the following benefits:
- Higher customer satisfaction rates thanks to a more motivated and capable customer service team
- Increased call volume thanks to improved strategies and faster call resolution
- Happier, more engaged call centre staff who feel empowered rather than disengaged
- Increased retention because of better call outcomes
- Increased sales thanks to a skilled and strategic team within your call centre
- Better business results
Who Should Attend Call Centre Training?
WeTrain’s Call Centre program is aimed at call centre and customer-facing staff. Experience and customer feedback have told us that Call Centre training is beneficial threefold: for the attendees, the organisation and ultimately, the customer. Employees who will find the course content helpful include:
- Call centre operators
- Customer facing staff
- Team leaders, supervisors and managers
As your course is unique to your company, we tailor it to the appropriate level and audience relevance. Just tell us your requirements.
How is the Course Delivered?
WeTrain’s Call Centre course is generally presented as an engaging, interactive and fun one-day program, however we can tailor the content to present a shorter session for conferences and events.
We aim to deliver training which is completely relevant to your business and your team. That’s why we undertake an initial consultation, where we assess the skill level of your attendees, address your desired outcomes and find out valuable information about your company and its current set-up.
Remember, it’s your course, so you get to decide where it takes place. We are happy to teach WeTrain’s Call Centre program either from your workplace or at a venue of your choice.
Convenient Training at Your Premises or Off-Site
WeTrain can come to your office if you have the right space and facilities to host your training, or we can talk about off-site venues to conduct your training.
What Are Ideal Course Numbers?
Our courses are typically ‘hands-on’, so we suggest keeping numbers to a minimum of 3 and a maximum of 12 people. This allows our trainer to interact with your entire group yet still have enough time to allow for one-to-one interactions.
If your group exceeds 12, we will happily structure your training program to meet the needs of a larger audience. Please contact us to discuss your requirements.
The WeTrain Advantage—WeTrain’s National Network of Trainers
Catering to all, from single-site businesses to nationwide corporate companies, WeTrain has one of Australia’s largest networks of professional and experienced trainers for corporate communication training programs. Your course will be delivered by a subject expert who is highly practised and has qualified to represent us by attending the WeTrain Institute, our exclusive in-house training program.
Each of our trainers has the minimum qualification of a Certificate 4 in Training and Assessment, as well as many years of industry experience. We guarantee your course will be interesting, engaging and informative, with interactive techniques that encourage accelerated learning.
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Some of the Organisations
we have worked with include:
In operation for 25 years, WeTrain has worked with companies from around Australia.
What Our Customers Say
“The RIRDC Rural Women’s Award has enjoyed a two year long relationship with WeTrain. The Award is a leadership and capacity building initiative and we employ their trainers to teach our Award recipients to present professionally and with confidence. Judeth was our trainer and her workshops are the stand out workshops of our program, because she empowers people and she offers strategic and practical support and tools. I love the way Judeth practices what she preaches, she puts alot of work into preparing for her workshops and has an intimiate knowledge of our recipients, so ensuring solid connections and maximising the benefits of the learnings. And the results speak for themselves, Our Award recipients have delivered incredibly powerful and moving presentations thanks to Judeth’s efforts”
Edwina Clowes, National Coordinator – RIRDC Rural Women’s Award
“Thank you for delivering a great workshop that gave our staff the feedback, tips and confidence they needed to deliver professional presentations. The workshops were well considered and catered to the different learning styles and experience levels in our different teams. The sessions were enjoyed by all and were very beneficial. I would highly recommend the training”
Santi Burridge, Director, Treysta Wealth Management
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