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Looking at the relationship between quality management, training and coaching can help you focus your efforts where it really counts – the customer experience. Using recorded calls can be more effective than side-by-side coaching, as agents will often perform better or worse with their manager next to them than they would normally. In the training room, listening and evaluating calls together improved individual quality scores by up to 20%. Don’t assume that just because your quality scores are improving, your customers are happier. Use regular customer surveys to fine tune your quality measures and focus telephone skills training on specific, high impact areas. VETTA Communication is a nationally presented service provider focusing on skills development, training, televised training, e-learning, and consulting. While customer enquiries over the phone provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer even a regular customer to look elsewhere. It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone.
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Meanwhile, here’s some things you can implement today to transform your caller experience right away! Some call centres even offer a bonus for agents who consistently reach higher quality targets, with powerful results. But do your agents see these as negative, Big Brother type sessions that could lead to a disciplinary?
It tends to work best as a dedicated role, leaving supervisors and team leaders free to manage. The candidates are trained and assessed on how to make and handle calls, put a customer on hold, handle an irate customer patiently, ending a call, using the correct tone, use of courteous words and maintaining energy levels throughout the call. This course on effective telephone skills is designed to help delegates to be far more effective when on the telephone. Research has shown that role play is up to 55% more effective than just watching training videos, actors or other agents.

As a lot of business deals take place over phone calls, it is essential to follow certain telephone etiquette as we no longer enjoy the benefits of understanding our customers through their facial expressions and body language.
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To achieve credibility over a call, it is imperative to communicate in an effective and a professional manner. If you’d like us to call and evaluate how your staff handles phone calls, and your overall Call Experience, check out our phone evaluation service.

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