Articles about training

How to recover from an agent giving out incorrect advice

A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.
Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution – how to recover from giving incorrect advice.

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Treating every call like it’s the first

In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”. Tom Robinson examines, how we can stay as ‘fresh as a daisy’…

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44 call centre training tips

There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response. Here are the 44 great tips we were sent…

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Clear calls faster with effective listening

There is a logical connection between effective listening and speedy call resolution. Yet many agents, even the motivated ones, can sometimes miss a trick here. Carolyn Blunt tells us why….

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Top tips for building rapport on the telephone

Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation. Christine Knott shares her top tips with us…

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Handling difficult customers

An angry customer calls your organisation with a complaint and starts shouting. So what do you do?
Christine Knott looks at how a simple technique called Transactional Analysis (TA) can help.

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How to design a call centre training programme

It is not unusual for agents to ‘learn the ropes’ by listening in to calls, often for days at a time. The problem is that the trainee can get ‘bored’ and switch off completely.
Carolyn Blunt explores how to put together a call centre training programme that works.

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How do I – train my team without a budget?

There is no escaping the reality that the credit crunch has led to budget cuts. The vast majority of businesses are looking to cut overheads, and one of the first things to go are those expenditures which appear to be ‘nice to have’.
Gwenllian Williams provides ideas for training your team when the budget has been cut….

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Warm up to cold calling – 3 strategies for success

For many years I hated selling. I would rather have done anything but cold calling; even though I know this is a proven tool for developing new business. In this article Carolyn Blunt shares 3 strategies for success.

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