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On the receiving end

Making call centres more effective

  • Business
  • Beginner
  • 1 Lessons
  • 2.00 hours


Course Overview


The aim

To help call-centre staff answer customer enquiries effectively and professionally.

About the programme

Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! However, it often requires more than just a good telephone manner to deal with these types of people: good training is essential.

In a fun and friendly way, this programme shows how customers can be kept satisfied and loyal to an organisation. It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.

All levels of call-centre staff will be able to add value to their service, and develop as agents who are able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.

The key outcomes

  • Learn techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach
  • Keep customers loyal to your business

All Video Arts e-learning courses come embedded with our award-winning video: so your people are more likely to engage in the training and retain the messages. This two-hour course can be taken in bite-sized chunks and is designed to let your employees dip in and out for self-paced learning.

e-learning modules:

  • Trailer
  • Pre-test
  • Introduction
  • Read the customer
  • Manage emotions
  • Map the call
  • Add value
  • Summary
A Video Arts production featuring Dawn French, Beverley Hills, Denis Lill and Andy Taylor. 

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