Consultant Training

Inbound contact centre training:

An inbound contact centre is one that handles calls coming in from outside the business. These calls are primarily for customer and after sales services or inbound sales.

Services of an inbound call center

Inbound call centers are designed to take catalog orders, help desk queries, dealer locations and more. They offer customised services according to the businesses they are dealing with and therefore give on-going orientation and training to their employees working for that particular project. The inbound contact centre professionals process calls and integrate Interactive Voice Response. They also use Internet services to sell additional products and offer services in a dedicated environment.

Apart from this they also integrate customer care services, predict customer behavior and take action accordingly, while the customers are still on the line. It therefore requires agents who are able to think on their feet. The inbound contact centre employ a dedicated team of live operators, account representatives and program managers. Offering 24/7 operator availability for the customers, these contact centers provide round-the-clock account management. Attention to detail is a essential requirement for this type of work.

Inbound contact centres offer communication services specifically designed to maximize the efficiency of direct marketing efforts or to be a part of the technical support team of the clients. They help the business in building a successful long-lasting relationship with customers and therefore ensure the growth of the business.

Inbound Contact Centres offer

  • Skilled, professional, customer support and technical service representatives
    • Rapid response to changing market conditions
    • Market research
    • Account management expertise
    • Enhanced reporting capabilities
    • Market testing capabilities
    • Improved market coverage
    • Faster ramp-up, launch, and roll-out of new campaigns

The Contact Center Dynamics Inbound Contact Centre Agent Training has been designed specifically to teach trainees the essential skills necessary to excel as an individual performer yet to play his or her role as a key member of an integrated team.

The training programme targets key inbound disciplines such assertiveness, proactivity, communication and persuasiveness. Learners are equipped with the skills and knowledge to effectively overcome objections and irate, difficult clients.

A further objective of the training is to drive customer satisfaction by addressing their specific needs and service expectations, demonstrating the organisations proactivity through well constructed and appropriate calls, giving the customer quick & easy access to new products and services and lastly by reaching people who historically had limited or no access to certain products or services

On completion of the training programme and the assessments that will be set after each module, delegates will have the knowledge, the skills and the abilities that will qualify them as Inbound Call Centre Agents and receive a SETA Accredited certificate.

 

Outbound Contact Centre training:

An Outbound Contact Centre depend on the technological solutions, extensive experience, quality assurance programmes and commitment to customer service excellence which further ensure maximum results from the direct marketing efforts for its success. The business depends on three basic things training, research and persuasion.

The success of this business largely depends on the training of contact centre agents. For a contact centre business to do well it is important that ongoing training be provided to the agents and that they be kept up to date with industry trends. Outbound contact centres are generally sales orientated and its sales agents are self motivated, highly persuasive and target driven.

The outbound clients benefit from the rigorous adherence to highly cost-effective, results-based production and management processes. The key to success is the thorough understanding of the business offering by the contact centre agents. Successful contact centres use experienced management staff that understand the differences between business-to-consumer and business-to-business telemarketing, and therefore focus on the unique requirements of each client and their targeted market. Incentives are offered to motivate the agents to excel.

Services of Outbound Call Centres:

  • Market Intelligence
    • Decision Maker Contacts
    • Up Sell/Cross Sell Campaigns
    • Surveys
    • Database Selling
    • Information and Literature Fulfillment
    • Appointment Scheduling
    • Customer Satisfaction
    • Direct Mail Follow-up
    • Lead Generation \ Qualification \ Management
    • Seminar Population
    • Product Promotion
    • Debt Collection

The Contact Center Dynamics Outbound Sales Call Centre Agent Training has been designed specifically to teach trainees the essential skills necessary to excel as an individual performer yet to play his or her role as a key member of an integrated team.

The training programme targets key outbound disciplines such assertiveness, proactivity, communication and persuasiveness. Learners are equipped with the skills and knowledge to effectively overcome objections and irate, difficult clients.

A further objective of the training is to drive customer satisfaction by addressing their specific needs and service expectations, demonstrating the organisations proactivity through well constructed and appropriate calls, giving the customer quick & easy access to new products and services and lastly by reaching people who historically had limited or no access to certain products or services.

On completion of the training programme and the assessments that will be set after each module, delegates will have the knowledge, the skills and the abilities that will qualify them as Outbound Call Centre Agents and receive a SETA Accredited certificate.

Why choose us?

Contact Center Dynamics has a proven track record in Contact Centre Training, Leadership Development and Learnership Management.

What we do?

Contact Center Dynamics uses a proven methodology that guarantees a return on investment within a short period after training.

Our Approach?

Contact Center Dynamics treats each client as a unique entity and we customise our training to our clients specific contact centre needs.

Public Training

If you can’t bring us to your location for onsite training, you can send delegates to attend one of our public courses we offer on demand.