Supervisor Training

What is expected from the supervisor, who takes the important role in the call center, is an "operation control" and "customer satisfaction improvement by improving business quality through the communication with the staff."

Learn the basic skill necessary for the supervisor
Practically develop the capability to manage the job site as an administrator of the call center with the basic understanding of the role of supervisor, KPI management and monitoring coaching.

Training Program

Training hours:7 hours

Position and role of supervisor

90 minutes

  • Reconfirm the role and mission of call center
  • What is CS desirable for customers?
  • 3 roles of supervisor
  • Review and verify supervisor business
Management of call center indicator

60 minutes

Indicator management (Purpose and idea of KPI)
Utilization method and points of indicator
  • Verify KPI items
  • productivity
  • Answering quality
The point of indicator management
Nurturing specialists

90 minutes

  • Role of supervisor from the view of the specialist
  • Communication skill required for supervisor
  • Points of guidance and nurture of the specialist
Practice monitoring evaluation

60 minutes

  • Points of monitoring of answering
  • Evaluate answering
Confirm coaching technique and feedback point

60 minutes

  • Basis of business coaching
  • Points of main coaching skill
Practice feedback to the specialist

90 minutes

  • Feedback of monitoring result
  • Feedback by role playing

Develop how to communicate with operators through exercise.
Understand the behavior required for supervisor and learn practically how to approach and interview according to the type of each operator.

Training Program

Training hours : 5 hours 20 minutes

Atmosphere creation of CC
Understand the influence caused by own behavior

60 minutes

Orientation
What is staff care?
Atmosphere creation of CC
  • Review own behavior
What is stress?
  • Stress and motivation
Say something
  • Point to say something
Spiritual nourishment
Bounce the stroke off operators for the spiritual nourishment

90 minutes

What is stroke?
Type of stroke
  • Plus / minus
Law of stroke
  • Bank / Reserve
Exercise
Communication that builds trust
What is the communication by which the trust is built?

180 minutes

What is the trusted leader?
Leadership
  • 7 principals
Communication
  • 3 key words
  • Communication game
Social style
  • 4 Social style
  • Approach technique classified by type
Exercise
  • Interview with operator
Review and organize the training

Consider answering which improves customer satisfaction through practical exercise.
Understand what is the answering quality, and learn the answering by which the customer is satisfied. Verify the quality level listening to the calling voice and acquire the instruction points.

Training Program

Training hours : 7 hours 30 minutes

Customer satisfaction in the call center

60 minutes

  • Customer satisfaction (CS) is
  • To meet the expectation of the customer
Train operators

90 minutes

  • The role of supervisor from the view of operators
  • Communication skill required for supervisor
  • Points to guide / educate operators
Communication skill necessary for the answering

90 minutes

5 factors necessary for the answering
  • Business knowledge
  • Business execution capability
  • Mind
  • Hospitality
  • Communication skill
Points of communication skill
  • Manner
  • Audio representation
  • Phraseology
  • Talking skill
  • Listening skill
Practice call monitoring

60 minutes

  • Answering quality management in call center
  • Purpose of call monitoring
  • Method and points of call monitoring
  • Implement call monitoring
Implement calibration

60 minutes

  • Exercise:Verify monitoring evaluation result (Calibration)
Feedback to the operator

90 minutes

  • Feedback of monitoring
  • Point to guide~Give the feedback~

Learn how to approach effectively which impresses customer mind based on the social style.
Learn better communication method which builds trust through social style. Learn answering technique customized according to the customer type and utilization method in the center practically through the exercise based on the answering cases.

Training Program

Training hours : 3 hours 30 minutes

What is social style?
Recognize your own type

60 minutes

  • Orientation
  • What is social style ※Learn the idea of social style
  • 4 types
    1. Two axes of social style (emotional expressivity, thinking expressivity)
    2. Feature of each type, advantage / weakness and approaching method classified by type
  • Recognize your own type Social style judgment
  • Consider application to yourself and members around!
How to utilize the social style for in-house communication and answering

90 minutes

  • Understand the feature of each type
  • Judge the social style listening to the answering voice
  • Consider how to approach and important points focused on the customer type
Think about how to utilize social style

60 minutes

  • Introduce TMJ utilization examples(Effort content, achievement, ideas for pervasion)
  • Consider how to utilize in the center!

Understand the characteristics of the elderly customers and acquire the skill of training operators.
Learn the method of training operators based on the characteristics of elderly and basis of the customer answering. Practically learn the monitoring and feedback based on the evaluation standard of answering to elderly.

Training Program

Training hours:5 hours

The reason that companies pay elderly attention
  • What is happening now at the calling desk
  • The reason that companies pay elderly attention
  • Case
Characteristics of elderly customer
  • Characteristics of elderly customer
  • Image of visual sense change of elderly
  • Learn about elderly customers
  • Hearing change image of elderly
What is required on answering to elderly
  • Sense the situation
  • Easy-to-listen and easy-to-understand explanation
  • React to the feeling
Case study What to do in a case like this?
  • The case that the person you are talking to is not willing to listen to you
  • If the customer wants to continue to talk
  • If the customer says he made no wrongdoing,
Operator training and monitoring
  • Training flow
  • About evaluation standard of answering to elderly
  • (Exercise)Monitoring evaluation by simulated voice
  • Important points at the interview
  • (Exercise)Practice interview
Utilize tools
  • Outline of the tool by which the presbycusis can be sensed actually
  • (Exercise)Use Gero-Talk!

Inquiry / Consultation
Feel free to contact us.