CONNECT
supporting customers end-to-end call centre journey
program overview
A full day program designed to promote the quality and consistency of your team’s phone interactions.
A range of practical communication skills within a best practice call management framework to support successful customer outcomes and optimise your team’s call taking competency and confidence.
key topics
contact us
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The value of effective call interactions and the impact of negative ones
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The caller’s journey within a call management framework
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First impressions
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Active listening & questioning
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The power of language
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Resolution
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Managing challenging call interactions
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Self care and reflection
key learning outcomes
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I understand the importance of excellent call interactions
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I understand the key components and associated behaviours and skills that drive positive call interactions
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When faced with a challenging call interaction I can address the situation in a constructive way
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I understand what I need to do differently to improve my call interactions and CONNECT
Full Day
In Person or Online
Customisable
our full suite of programs
meet some of our clients
what do participants say ...
"Great training Danielle, well done!”
“Facilitator very engaging and knowledgeable. Great use of examples.”
"The content was easy to understand and apply."
"Facilitator was very informative and clear"
"Danielle was very engaging.”
"I really appreciate the relevance of the program to my current role"
"Danielle was engaging"
"Easy to relate back to the real world"
“The way it was delivered - good leadership from Danielle.”
"Very clear / excellent delivery"
"Danielle was knowledgeable of our business"
"Danielle is great."