Project Plan for Training Program in Call Centres

In: Business and Management

Submitted By tvdga1D
Words 809
Pages 4
Training & Development

March 22, 2015

Topic & Brief Description:
‘Skills and Knowledge Training for Call Center Employees’
Call centers are a business element that is here to stay and potentially a thrust sector for Bangladesh. This training program will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.
Training Objectives:
At the end of this workshop, participants will be able to: * Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. * Learn aspects of verbal communication such as tone, cadence, and pitch. * Demonstrate an understanding of questioning and listening skills. * Acquire comfort with delivering bad news and saying no. * Learn effective ways to negotiate. * Understand the importance of creating and delivering meaningful messages. * Use tools to facilitate communication. * Realize the value of personalizing interactions and developing relationships. * Practice vocal techniques that enhance speech and communication ability. * Personalize techniques for managing stress.

Training Methods & Justification:
Classroom or Instructor-Led Training: Instructor-led training remains one of the most popular training techniques for trainers. There are many types including Powerpoint presentations, Story telling, etc. This type of training is an efficient method for presenting a large body of material to large or small groups of employees, which is perfect for a call center. It is a personal, face-to-face type of training as opposed to…...

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