Telephone Techniques
Good call control and telephone etiquette will make your business stand out
1 Minute Videos
Professional Telephone Greeting
How to offer a professional telephone greeting. Key components of how to welcome callers in a professional manner.
Telephone Hold Techniques
In this video, learn the components of the professional telephone hold.
Outbound Calling
Making outbound calls is sometimes a stressful part of the role. Here we examine a few things to ensure your success rate improves.
Telephone Transfers
Here we show you how to make a professional telephone transfer - or handshake.
Verbal Holding
Verbal Holding is a service technique to help keep the caller informed while you research an answer.
Training Modules
Answering The Telephone
In this module, you will learn how to answer a telephone call professionally. We explain the standards for call greetings and also how to identify your customer properly.
Telephone Call Control
Telephone call control is an important skill to master. It can save you time and save the customer frustration. You are the one in control so this module explains how to keep control and how to avoid mistakes. In this module you will learn about call flow and the components of a call and how to keep control of the call at all times.
CRM Telephone Awards Criteria
There are ten criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact centre. Areas covered include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.
CRM Outbound Call Criteria
The CRM Awards criteria offer a great way to hone your skills in making outbound calls. There are a number of areas focused on in the awards for outbound calls and these areas of skill are totally transferrable to any outbound calling role including professionalism, call stages and making the most out of the time you have on the phone with a customer or prospect.
Introduction to Contact Centres
This module gives some background and history to the Contact Centre industry along with some information on how they work, do's and don'ts, time keeping and coaching.