products
People are the key to your business success and investing in their development will ensure that you stand out from the crowd, making a huge difference to how your customers and employees perceive you.
Training from JaywingDMG develops effective skills and behaviour for all call centre agents, particularly in collections and sales. The methodology we use has been developed with our clients and is an effective and valuable resource for continuous performance improvement. Our call centre training covers a range of areas:
Induction Training - an effective induction training programme is vital if new recruits are to understand how important they are to your company and its success.
Collections Training - receiving money owed on time is crucial to all businesses. Delayed payments can result in extra work, increased provision charges and poor cash flow which will ultimately impact on the profitability of the business. We specialise in developing individuals to be effective collectors. Our expertise covers financial services, utilities, telecoms and local government and focuses on improving collections techniques at an individual and team level.
Sales Training - business growth is critical to your success. The sales channel is a key element of any business and the skills of the people involved can be the making of yours. We work with the sales team and customer service agents to help them recognise what it takes to be a good sales person and make each sales opportunity count. We have developed a methodology which proves you don't have to be a tyrant to be effective in sales!
Customer Service Skills - Expectations of service increase across all industries as customers demand more and more from their service provider. One poor experience over the phone may be a good enough reason for a good customer to leave. Training from JaywingDMG develops individuals through discussion, formal input, role play and dynamic learning methods. Delegates are supported to explore customer service techniques in a safe environment that they can then take back to the work place and use.
Coaching - Often team leaders are referred to as coaches. They are required to develop, inspire and lead their team whilst juggling their own team manager demands. But often these team leaders have received little training or support themselves in the art of being a 'good coach' and the skills required. Our training team members are talented coaches, having developed their skills within various call centres. We understand the need for coaching and the important role it plays in motivation, performance and attrition levels.
Our Call Centre Training courses include:
- Coaching to advance performance
- Advanced coaching skills
- What is the right question? Questioning skills
- Building empathy with your customer
- Listening to understand
- Negotiation skills
- Negotiation skills for recoveries
- Sales skills
- Dealing with aggressive customers over the phone
- The effects of body language
- Customer service - the next level
- Handling complaints
- Communication skills
- Time management
- Train the trainer
- Managing conflict
