Contact Centre Voice and Communications Skills

Group Structure

This highly practical programme is facilitated to groups of not greater than twelve (12) people. This allows each delegate the opportunity to practically implement what is covered in the training programme and develop processes, tools and templates that can be used on an ongoing basis customised to specific needs.

Programme Purpose

Given well-designed business processes and methods, well-trained, multi-skilled call centre agents and appropriate supporting technologies and clearly defined customer service standards within call centres, the quality of service delivery and measurable customer satisfaction can increase both rapidly and significantly.

For these reasons many forward-thinking organisations are focusing attention and resources to develop their call centre and contact centre capabilities in order to achieve the following five critical success factors for a world class call centre:

• Increased efficiencies
• Reduced or capped cost of service operations
• Increased revenues
• Increased customer satisfaction
• Increased customer loyalty

Successful, effective communication with customers over the telephone has a significant bearing on all of the above-mentioned factors and as a result it is imperative that agents dealing with customer requests telephonically are equipped with the necessary communication skills.

Research shows that the top five challenges facing people working in a contact centres environment are:

1. Providing service to callers which is of a consistently high standard and able to meet customer expectations
2. Meeting performance requirements and balancing quantitative and qualitative factors
3. Achieving first call resolution and decision-making around escalation
4. Understanding the highly measured work environment and business objectives
5. Working as part of a team and managing conflict.

The aim of the Communication and Voice Skills Programme is to equip call centre agents and customer service personnel with the skills, information and knowledge around communication which facilitates combating the typical challenges experienced in the highly specialised contact centre and customer service environments. 

The programme equips learners with the necessary knowledge, and skill to provide quality service and handle customer contacts professionally and efficiently. The programme encompasses all the aspects necessary to communicate confidently, effectively and dynamically with co-workers and customers.

Course Title: Voice and Communications Skills

The 2 day training programme is targeted at:

• Call centre agents and front-line staff dealing with customer queries, complaints, placing of orders and handling of requests
• Receptionists and switchboard operators
• Call centre team leaders and supervisors
• Call centre managers
• Quality assessors
• Anyone whose job requirement has a heavy focus on verbal communication

Course Content

Module 1 - The Importance of Successful Communication                                 

• The Consequences of Poor Communication
• Effective Persuasive Communication
• Tact And Courtesy
• Quality vs Quantity in Communication
• Culture in Communication

Module 2 - The Components of Non - Verbal Communication

• Proxemics
• Posture
• Motion
• Eye Contact
• Facial Expression
• Gestures

Module 3 - The Components of Verbal Communication

• Voice
• Breath Control
• Resonance
• Stress and tension
• Posture
• Modulation
• Pitch
• Volume
• Pace
• The Phonemes of English
• Vowel Sounds
• Consonant Sounds
• Accent Neutralisation

Module 4 - Creating a Service Quality Culture

• Effective Listening
• How to become a better listener
• Questioning Techniques
• Acknowledging
• The Barriers to Effective Listening

Module 5 - Communication Skills in Providing Quality Service

• The power of creating an image and first impressions
• Using Language Professionally and Positively
• Positive vs. Negative Language
• Responding to customers appropriately
• Initiating and maintaining conversation
• Asking for and giving information, explanations, directions and instructions
• Making and responding to offers and requests
• Expressing opinions and feelings appropriately
• Identifying the purpose, context and audience of the communication

Module 6 - Telephone Etiquette

• Answering and Opening the call professionally
• Transferring a call
• Placing a caller on hold
• Closing a call professionally

Module 7 - Self Assessment of Communication Skills

• Individual communication skills are assessed when dealing with customers over the phone.
• Assessments will be conducted of actual, recorded conversations with customers.
• Verbal communication will be assessed against a checklist for communicative competence

Module 8 - Personal Action Plan

• Individual areas for development are identified and documented
• Identifying areas of communicative strength
• Individual areas for development in terms of communication are identified and documented
• Transferring skills and knowledge to the workplace
• Improving performance by setting targets and objectives
• Prioritising and setting associated time-frames for delivery 

Learning Outcomes

On completion of the total of 2 days of training delegates will be able to:-

• Apply the characteristics of pitch, nasality and resonance needed for good vocal quality
• Develop a fundamental understanding of how to use voice effectively when communicating
• Pronounce the consonants and vowels of English so that intelligibility is not compromised
• Monitor speech clarity analysing pace, volume, inflection and intonation
• Gather information on the importance of breathing correctly and how breath control affects voice
• Utilise language in a positive and professional manner
• Show a critical awareness of language use
• Identify customers and their specific service needs.
• Respond to customers with factual and accurate information
• Initiate and maintain conversation
• Ask for and give information, explanations, directions and instructions
• Make and respond to offers and requests
• Express opinions and feelings appropriately
• Use speaking and listening strategies effectively and appropriately
• Identify the purpose, context and audience of the communication
• Use strategies to engage with meaning and organisation in communication
• Use and respond appropriately to the social, cultural and emotive aspects of communication
• Understand and implement effective communication principles in the delivery of quality service

Style of Training & Learning

The training delivery is based on practical learning activities and work-based scenarios, simulations and real experiences that encourage application, team participation and feedback from delegates and the facilitator. 

The theoretical framework is presented and applied in a step-by-step process, which is applied to practical work situations.

The delegate’s are required to apply their skills using scenarios, exercises, case studies and role-plays that are presented as learning activities. All learning activities are to be practically implemented within the Call Centre, ensuring that the department or business unit benefits from project-based assignments, implementation into the workplace and Best Practice alignment.

The skills development delivery is supported by on-site assessment of performance and coaching post training for the delegates. This coaching intervention will provide support to learners to practically apply their skills and to implement the workplace practices. Observation, assessment and coaching by the course facilitators as well as written reports and recommendations (confidential to client management) provide extended value.

Programme workbooks and notes are personalised to client requirements to ensure that the content, examples provided and practical sessions are relevant to the learner’s work environment and experience. Based on clients’ defined and agreed needs and requirements, the training curriculum and courseware (presentation materials, workbooks, lecture notes, exercises etc) will be fully customised and will include specific references and branding.

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