Helping Concise to deliver first class telephone service
Background
Concise Technologies has built an enviable reputation for providing quality, innovative and cost-effective IT support and services to a variety of companies. Offering significant client support via their telephone helpdesk, Concise recognised that caller experience would have a huge influence on clients’ perception of the company. Whilst their telephone support agents were technical experts, professional telephone behaviour was identified as a training need.
Our Approach
An in-depth analysis of recorded telephone calls allowed us to accurately identify specific training needs and develop bespoke behavioural call standards for the helpdesk. A 2 day ‘Professional Telephone Behaviour’ course was designed to enable individuals to deliver excellence in telephone service and delivered to all employees that had telephone interaction with customers. The highly participative course helped attendees understand the importance of professional telephone behaviour.
Outcome
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“Thomas the trainer is a master in the art of communication. After the course, delegates became more confident and were able to demonstrate with immediate effect how to handle calls in a more professional and controlled manner. After our first round of Professional Telephone Behaviour training our customer satisfaction surveys, which started at an average of 85% good mark, nine months on these surveys are now yielding a 95% good rate.”
Nadine Southern, Director
Concise Technologies
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I have gained more confidence and a better understanding of listening and communication. This was the best training I have had in my career. It was interesting, covered everything and Thomas the trainer was patient and had a genuine care for his trainees. He has an amazing ability of keeping you all intrigued.”
Chris Smith, Sales
Concise Technologies