Operator Training

Lear the role of call center, answering technique and attitude. This is the training to give a basic skill of answering with confidence even for the one who wants to open the call center business or does not have enough experience.

Acquire the basis of answering.
Best program to acquire the basic skill of answering for the one who wants to open call center business from now or who wants to review the basis of answering.

Training Program

Training hours : 3 hours 30 minutes

What is call center?
What is the reason that the answering is important?

60 minutes

  • Orientation
  • Role of call center
  • Attitude as an operator
Listen / Talk
What to do to "listen" actively?

90 minutes

Listen
  • Importance to listen actively
  • Chime in, repeat and paraphrase
Talk
  • Vocal technique
  • Practice to speak fluently
  • Listen to own voice
  • Honorific and business terms
Calling manners
Think about answering

60 minutes

Calling manners
  • Opening / holding
  • Crosstalk / closing
Listen to the phone answering
  • Consider "good points" and "points to be improved"
Review and summary of answering

Learn the skill of active listening.
Learn the importance to listen and what is necessary to listen, for the acquisition of the skill to grip the true needs of the customer.

Training Program

Training hours : 2 hours 30 minutes

Importance to listen
Why is it important?

30 minutes

Orientation
Introduce others
  • Interview others
What is "listening?"
  • Re-recognize the importance to "listen"
Active listening
What to do to listen actively?

90 minutes

Chime in
  • Learn how to chime in effectively
Repeat
  • Effect of repeating
Paraphrase
  • Summarize the talking
Empathy
  • React to the customer
Exercise
  • Consider!
Effective question
Question the customer deeply to comprehend his needs

30 minutes

Type of questions
  • Open question / Closed question
  • Big question / Small question
  • Question to deepen the topic
Case introduction
Review and summary of training

Learn the talking to give customers good impression.
Learn necessary basic knowledge such as vocalism, phrasing and talking way customized according to the customer and confirm it through exercises.

Training Program

Training hours : 3 hours 30 minutes

Vocal technique
Refine basic skill

30 minutes

Orientation
Voice training
  • Practice of speaking, pronunciation, accent
Add emotions to voice
  • Not "the contents of talking," but "the way to talk"
Phrasing
Learn the appropriate phrasing as a communication professional

90 minutes

Honorific
  • Learn how to chime in effectively
Undesirable expressions
  • Important polite words, ambiguous representation, etc.
Preferable expressions
  • Request, active tense, positive expression, etc.
Make a fine-tune with the customer
Practice how to talk in accordance with the customer

90 minutes

Make a fine-tune with the customer
  • How to talk tailored to the understanding level of the customer and the situation
Exercise
Review and summary of training

Understand customer satisfaction in call answering and heighten the answering quality level.
Learn the step of answering quality, satisfaction standard and customer satisfaction required by the customer. Verify own answering level (strength and weakness) and acquire the practice capability of customer satisfaction mind through the exercise which leads to the consideration of the improvement measures.

Training Program

Training hours : 4 hours

What is answering quality?
Consider the customer satisfaction

90 minutes

  • Orientation
  • What is undesirable answering? (Listen to talking voice ①)
  • Quality type and satisfaction standard
Answering quality level
Answering quality level desirable for the operator

30 minutes

  • Expectations of the customer
  • Practice customer satisfaction mind
  • Step of customer satisfaction
Better answering quality
What is required answering quality?

120 minutes

  • Listen to talking voice ②
  • What is necessary for the better answering
  • Guide call answering
  • Listen to talking voice ③
  • Our target
  • Review and summary of training

Learn the basic step and listening skill in complaints handling
Learn the essence of the complaints and the skill of answering, which snuggles up to the customer, to the one who complains in order to acquire the capability of the answering with confidence in the complaints case through the answering case study.

Training Program

Training hours : 3 hours 30 minutes

What is complaints from the customer?

45 minutes

What is complaints?
  • Why complaints occur?
  • Identify the complaints
What the customer expects from the operator
  • 2 factors of the customer
  • "Satisfaction factor" and "Dissatisfaction factor" on complaints handling
Basis of complaints handling
Exercise listening skill
(Answering that snuggles up to the customer)

150 minutes

Basic step of complaints handling
  • Confirm basic step
  • Answering point where the operator snugs up to the customer
"Listening skill" which is necessary to play catch of conversation with the customer
  • Attitude to listen courteously
  • How to listen that leads to preciseness and easiness
  • How to listen by which the operator extracts something actively
  • How to listen which create the comfortable atmosphere to talk
Snug up to the customer's talking (expression and feeling) (Practice in the workshop)
  • Imagine the customer's feeling by listening to the answering case to practice the answering which snuggles up to the customer
Answering which does not cause secondary complaints

45 minutes

Do not make "dissatisfaction factor" of the customer
Up a notch in communication skill
  • Desirable answering in complaints handling
  • Important answering for complaints handling
Summary of training

Learn the characteristics of the elderly customers (mechanism of presbycusis).
Learn the mechanism of presbycusis and the knack of talking in the answering to elderly customers. Improve the answering by the understanding of transmission way of own voice and words which are difficult to communicate or hear through the experience of the simulated his answering voice which is imitated to the voice of presbycusis person.

Training Program

Training hours : 3 hours

Basic knowledge about hearing sense Physics of sound
  • Acquire the basic knowledge of sound such as intensity (magnitude) and frequency, etc
Structure of hearing sense
  • Comprehend the function of ear
What is presbycusis? Mechanism of presbycusis
  • why does aging bring difficulty in hearing?
  • "Sensor neural hearing loss" that is a characteristic of the presbycusis
Feature of presbycusis
  • Hearing loss of high-frequency range (treble can not hear)
  • Recruitment phenomenon
  • Lowering of the frequency resolution
  • Lowering of time resolution
Difficult words to hear for presbycusis
How to communicate with presbycusis person
Practical training
  • Listen to the own voice which is converted to the hearing of presbycusis
  • Practice the trick of talking and listen to it through the simulation of presbycusis

Learn answering to elderly.
Learn the characteristic of elderly and basis of call answering practically. It enables the answering which leads to the customer satisfaction improvement through the experience of the hearing of presbycusis using the voice of the student converted by the tool and the exercise of how to talk tailored to each customer.

  • This training has 2 courses, one is group training and the other one is e-learning.

Training Program

Training hours : 3 hours

The reason that the company pay attention to elderly
  • What is happening now in call scene
  • The reason that the company pay attention to elderly
  • Case
Characteristic of elderly
  • Characteristic of elderly
  • Visual sense change image of elderly
  • Learn about elderly
  • Hearing sense change image of elderly
What is required when answering to elderly
  • Perceive the situation
  • Explanation that is easy to hear simple to understand
  • React to the feeling
Case study What to do at the time like this?
  • When the customer is not willing to listen to the operator
  • If the customer wants to continue to talk
  • If the customer says he did no wrongdoing
  • If the customer suddenly burst into anger in the middle of talking
Exercise
  • Confirm how the own voice is heard by presbycusis person
  • Practice the pronunciation and paraphrase which is communicable to elderly

Acquire the basic skill focused on the mind necessary for the outbound business.
Comprehend the meaning and required answering of/in outbound business and learn the importance of the choice of words and the script as well as practically exercise the role-play.

Training Program

Training hours : 3 hours 30 minutes

Comprehend the mind of outbound business
What is the response which is the goal of outbound business?

30 minutes

Orientation
What is outbound business?
  • Comprehend the mind of outbound business from the difference of inbound and outbound
What is a communicator?
  • Consider what is the goal of the operator of outbound business
About outbound business
  • Meaning of the outbound business for the companies
Practice the outbound business skill
How the information is delivered to the customer? Get the tip which can utilize for the practice

120 minutes

Basic skill of telephone call
  • How to communicate in outbound call
Outbound telephone skill
  • Points in specified response
Outbound talk skill
  • Specified choice of words
Basic process of outbound call
  • Importance of the script
  • Configuration of the script
  • How to develop the story
Role-play exercise

60 minutes

Role-play exercise
Role-play exercise
  • Learn by various role-play
Review and summary of training

Inquiry / Consultation
Feel free to contact us.