creative i technology
Creative i Technology is First DIRECT Placement Consultancy

Are you aspiring to work in a  Call Center but do not know what it entails?
Are you currently in a Call Center and wish to move up the ladder?

If you've been wondering how you can pick up the required skills, then this  Call Center training module is for you.  

 

A complete training module to develop English communication skills for anyone who wants to enter the international call center industry. In order to speak with customers across the globe, and answer queries satisfactorily. Call center agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly. This module provides an easy-to-follow, step - by - step programmed in building English-speaking skills, Accent, personality and Interview skills.

 

Introduction to call center industry


Types of Call Center
Functioning of a Call Center
Scope of the Call Center Industry

 

Call Center Training :


Soft Skills


Communication skills- Elimination of Grammatical errors
Telephonic skills - Outbound / Inbound / Marketing skills
Reading Skills - Focus on wave modulation
Listening Skills


Accent

 

Accent Naturalization - Elimination of Mother Tongue Influence (MTI).
Jaw Exercises Pronunciation of Consonants & Vowels.
Rules of Intonations.
Basics of American & British Accent.


Personality Enhancement

 

Attitude Management.
Killing Nervousness & Building Confidence.
Body language & dress code.


Preparation for an Interview

 

Resume Development
Understanding various rounds of Interview
Extempore - Improving thought process to speak on any given topic on the spot
Group discussion - Improving interacting skills to
create a competitive edge over others.
Grammar / Aptitude / Listening Test
Personal Interview


Mock Sessions & more...

 

Training and development describes the formal, ongoing efforts of organizations to improve the performance and self-fulfillment of their employees through a variety of methods and programs. In the modern workplace, these efforts have taken on a broad range of applications from instruction in highly specific job skills to long-term professional development. In recent years, training and development has emerged as a formal business function, an integral element of strategy, and a recognized profession with distinct theories and methodologies. More and more companies of all sizes have embraced "continual learning" and other aspects of training and development as a means of promoting employee growth and acquiring a highly skilled work force. In fact, the quality of employees, and the continual improvement of their skills and productivity through training, are now widely recognized as vital factors in ensuring the long-term success and profitability of small businesses. "Create a corporate culture that supports continual learning," "Employees today must have access to continual training of all types just to keep up If you don't actively stride against the momentum of skills deficiency, you lose ground. If your workers stand still, your firm will lose the competency race."


For the most part, the terms "training" and "development" are used together to describe the overall improvement and education of an organization's employees. However, while closely related, there are important differences between the terms that center around the scope of the application. On the other hand, developmental programs concentrate on broader skills that are applicable to a wider variety of situations, such as decision making, leadership skills, and goal setting.

 

Common Training Methods

 

While new techniques are under continuous development, several common training methods have proven highly effective. Good continuous learning and development initiatives often feature a combination of several different methods that, blended together, produce one effective training program.


ORIENTATIONS: Orientation training is vital in ensuring the success of new employees. Whether the training is conducted through an employee handbook, a lecture, or a one-on-one meeting with a supervisor, newcomers should receive information on the company's history and strategic position, the key people in authority at the company, the structure of their department and how it contributes to the mission of the company, and the company's employment policies, rules, and regulations.


LECTURES: A verbal method of presenting information, lectures are particularly useful in situations when the goal is to impart the same information to a large number of people at one time. Since they eliminate the need for individual training, lectures are among the most cost-effective training methods. But the lecture method does have some drawbacks. Since lectures primarily involve one-way communication, they may not provide the most interesting or effective training. In addition, it may be difficult for the trainer to gauge the level of understanding of the material within a large group.


CASE STUDY: The case method is a non-directed method of study whereby students are provided with practical case reports to analyze. The case report includes a thorough description of a simulated or real-life situation. By analyzing the problems presented in the case report and developing possible solutions, students can be encouraged to think independently as opposed to relying upon the direction of an instructor. Independent case analysis can be supplemented with open discussion with a group. The main benefit of the case method is its use of real-life situations. The multiplicity of problems and possible solutions provide the student with a practical learning experience rather than a collection of abstract knowledge and theories that may be difficult to apply to practical situations.


ROLE PLAYING: In role playing, students assume a role outside of themselves and play out that role within a group. A facilitator creates a scenario that is to be acted out by the participants under the guidance of the facilitator. While the situation might be contrived, the interpersonal relations are genuine. Furthermore, participants receive immediate feedback from the facilitator and the scenario itself, allowing better understanding of their own behavior. This training method is cost effective and is often applied to marketing and management training.


SIMULATIONS: Games and simulations are structured competitions and operational models that emulate real-life scenarios. The benefits of games and simulations include the improvement of problem-solving and decision-making skills, a greater understanding of the organizational whole, the ability to study actual problems, and the power to capture the candidates interest.


SELF-INSTRUCTION: Self-instruction describes a training method in which the students assume primary responsibility for their own learning. Unlike instructor- or facilitator-led instruction, students retain a greater degree of control regarding topics, the sequence of learning, and the pace of learning. Depending on the structure of the instructional materials, students can achieve a higher degree of customized learning. Forms of self-instruction include programmed learning, individualized instruction, personalized systems of instruction, learner-controlled instruction, and correspondence study. Benefits include a strong support system, immediate feedback, and systematization.


AUDIOVISUAL TRAINING: Audiovisual training methods include television, films, and videotapes. Like case studies, role playing, and simulations, they can be used to expose employees to "real world" situations in a time- and cost-effective manner. The main drawback of audiovisual training methods is that they cannot be customized for a particular audience, and they do not allow participants to ask questions or interact during the presentation of material.


TEAM-BUILDING EXERCISES: Team building is the active creation and maintenance of effective work groups with similar goals and objectives. Not to be confused with the informal, ad-hoc formation and use of teams in the workplace, team building is a formal process of building work teams and formulating their objectives and goals, usually facilitated by a third-party consultant. Team building is commonly initiated to combat poor group dynamics, labor-management relations, quality, or productivity. By recognizing the problems and difficulties associated with the creation and development of work teams, team building provides a structured, guided process whose benefits include a greater ability to manage complex projects and processes, flexibility to respond to changing situations, and greater motivation among team members. Team building may include a broad range of different training methods, from outdoor immersion exercises to-brainstorming sessions. The main drawback to formal team building is the cost of using outside experts and taking a group of people away from their work during the training program.


APPRENTICESHIPS AND INTERNSHIPS: Apprenticeships are a form of on-the-job training in which the trainee works with a more experienced employee for a period of time, learning a group of related skills that will eventually qualify the trainee to perform a new job or function. Apprenticeships are often used in production-oriented positions. Internships are a form of apprenticeship which combine on-the-job training under a more experienced employee with classroom learning.


JOB ROTATION: Another type of experience-based training is job rotation, in which employees move through a series of jobs in order to gain a broad understanding of the requirements of each. Job rotation may be particularly useful in small businesses, which may feature less role specialization than is typically seen in larger organizations.


Applications Of Training Programs

 

While the applications of training and development are as various as the functions and skills required by an organization, several common training applications can be distinguished, including technical training, sales training, clerical training, computer training, communications training, organizational development, career development, supervisory development, and management development.


Technical training: describes a broad range of training programs varying greatly in application and difficulty. Technical training utilizes common training methods for instruction of technical concepts, factual information, and procedures, as well as technical processes and principles.


Sales training: concentrates on the education and training of individuals to communicate with customers in a persuasive manner. Sales training can enhance the employee's knowledge of the organization's products, improve his or her selling skills, instill positive attitudes, and increase the employee's self-confidence. Employees are taught to distinguish the needs and wants of the customer, and to persuasively communicate the message that the company's products or services can effectively satisfy them.


Clerical training: concentrates on the training of clerical and administrative support staffs, which have taken on an expanded role in recent years. With the increasing reliance on computers and computer applications, clerical training must be careful to distinguish basic skills from the ever-changing computer applications used to support these skills. Clerical training increasingly must instill improved decision-making skills in these employees as they take on expanded roles and responsibilities.


Computer training: teaches the effective use of the computer and its software applications, and often must address the basic fear of technology that most employees face and identify and minimize any resistance to change that might emerge. Furthermore, computer training must anticipate and overcome the long and steep learning curves that many employees will experience. To do so, such training is usually offered in longer, uninterrupted modules to allow for greater concentration, and structured training is supplemented by hands-on practice. This area of training is commonly cited as vital to the fortunes of most companies, large and small, operating in today's technologically advanced economy.


Communication Skills Training


Communication is at heart of everything we do in business, yet poor communication is a huge problem for business and individuals causing low morale, poor performance and high staff turn over. Most of the communication happens by accident, with wrong messages coming across. If your organization wants to be successful in business, it is worth training the staff to communicate efficiently.


The communication skills training provided by Let’s Talk Institute aims to build :

 

Firm foundations : Enhances the essentials of communication one can take in any situation


Body basics : Enhances non verbal communication


Team Talk : Enhances the run-down on communicating with colleagues, superiors and clients.


Making most of the meetings : Helps individual to develop communication strategies for a meeting or presentation.


Selling successfully : Develops an individual on how to communicate effectively with clients.


Ditching the difficulties : Enhances an individual to deal with difficult situations.

 

The art getting the message across effectively is a vital key to be successful. Whether you want your staff to make presentations with confidence or to negotiate with ease, this module will help improve communication skills. The key elements of this module lays emphasis on the following:

 

1. What are different styles of communication ( Verbal, Non-verbal, Listening)
2. Exchanging Information
3. Communicating for results

 

This interactive course focuses on all aspects of communication. One will learn about assertiveness, self-awareness, empathy, confidence, body language, questioning styles, and many related topics. The course is full of exercises to give hands on experience on mastering the art of communication.


The course is designed to accommodate two types of delegates  with optional content that are provided. Some contents are ideal for delegates who know each other and are perhaps working as a team and want to enhance their inter-communication skills. A difference set of optional content is ideal for delegates who don’t know each other and are looking forward to improve their general communication skills with colleagues, clients, managers and employees.


Communications training concentrates on the improvement of interpersonal communication skills, including writing, oral presentation, listening, and reading. In order to be successful, any form of communications training should be focused on the basic improvement of skills and not just on stylistic considerations. Furthermore, the training should serve to build on present skills rather than rebuilding from the ground up. Communications training can be taught separately or can be effectively integrated into other types of training, since it is fundamentally related to other disciplines.


Soft Skills Training

 

In the current scenario of global competition, organizations have realized the role of ‘soft skills training’ in development and growth of their business. To enhance  professionalism among employees and represent the brand effectively in the market, ‘soft skills training’ has been identified as the key factor.  

Today, most of the organizations have identified ‘soft skills training’ and integrated the same while imparting training to their employees which in turn generates a higher degree of loyalty and employee retention.

 

Training in the areas such as Communication skills, Email etiquette, telephone etiquette, listening skills transform the employees and inculcate an attitude that is required to represent the organization to the business world.

 

Customer Service Skills

 


Today how your organization delivers your products and services are as important as what they are. Competing goods and services don’t differ greatly from each other, so customers will choose where to shop based on the service they get. Before they consider spending any money, customers will already know whether they trust you and like you. They will have judged what you look like, what you sound like and how responsive you are.
The only way to create customer satisfaction is to under promise and over deliver. It is the internal customers of an organization that strive to provide satisfaction to their external customers.


In order to achieve this, you need to have certain insights about your staff :

 

  • Is you are skilled enough to understand customer service matters to fulfill  organizational needs?
  • Do you turn complaints into opportunities?
  • Do you match and fulfill the needs of their customers to generate satisfaction?
  • Can you communicate and listen effectively to decode the customer’s requirements ?

 

The customer service skills program is targeted to those professionals who want to make an astronomical contribution to their organization by creating repeat buyers through their customer service skills. Following are the key components of this module :

 

  • Understanding what are customers and customer service
  • Establishing the positive attitude - Appearance, power smile, staying Energized
  • Identifying and addressing customer needs
  • Generating return business
  • Turning difficult customers around
  • In-Person customer Service
  • Delivering customer service over the phone
  • Providing electronic customer service
  • Recovering difficult customers

 

Effective Presentation Skills

 

In an organization you need to give, effective presentations. The main purpose as a presenter is to deliver a message which creates an impact on the audience. Presenting is all about having an impact. You want everyone to understand your message and get it to stick to it. This course addresses these concepts using the latest trends in presentation design and delivery.
This module covers all of the above areas by using a variety of interactive and practical exercises which prepare the participants for their ultimate presentation.

 

This module focuses on the following components with latest practices in presentation skills especially in business and academic environments.

 

  • Creating the presentation with the respective audience in mind.
  • Choosing the basic and advanced delivery Methods
  • Verbal & Non-Verbal Communication Skills
  • Overcoming Nervousness while presenting
  • Creating Compelling PowerPoint Presentations
  • Making an engaging story that the audience will remember
  • Becoming a communicator rather than acting only as a presenter
  • Keeping the audience out of boredom
  • How to handle difficult questions from the audience
  • Making your presentation viral so that your audience will spread
  • your message through word of mouth

 

 

Effective Time Management

 

Everybody has to manage their time to some extent whether it be at home or at work or both. The sequence in which one performs tasks on an everyday basis has a profound effect on how much they get out of their life. Most people have the capacity to manage their time better, and doing so makes their working more productive and fulfilling.
This module teaches how one can improve their use of time. This module begins by examining how delegates currently manage their time, and looks at areas that need improvement.
There is a saying  “ Even a world leader only has 24 hrs  in a day!” Everyone wants to make the best use of their time, but have limitations. Every individual has a different personality from the other. This module teaches two basic ideas : one is to work efficiently Second is to see that you have all the systems in place so that things go smoothly, making the best use of the resources available.

 

 

The key components of this module are :

 

  • How different people look at time and what are the mental techniques can one use to increase your productivity.
  • What stops you from starting a task and how can you overcome it?
  • Dealing with procrastination.
  • Setting goals systematically to maximize productivity.
  • The best way to plan meetings to make the best use of time
  • The power of saying ‘NO’ Dealing with interruptions politely and staying in control of time.

 

By the end of this module, participants will be able to:

 

  • Control their thoughts with the right attitude so that they maximize
  • their time efficiency
  • Their goals efficiently
  • Organize their life efficiently and free their minds of less important tasks
  • Respond to an interruption confidently and get maximum results
  • Say No and to love it

 

 

Stress Management

 

Today, we live in a world full of demands, personal and professional. With the increasing demands, meeting deadlines, increasing productivity, achieving targets, facing competition, our lives have become nothing, but more complex. With so much to accomplish keeping in mind our time constraints, stress is inevitable. The only way to handle a stressful day is to learn how to manage it, this is possible only by acquiring skills on how to handle stress. This course touches on various key aspects such as identifying stress and its causes, approach to stress and dealing with it calmly, changing your attitude and outlook, techniques to overcome stress and working with a positive mind set.

 

At the end of this course, participants will be able to :

 

Understand the causes and dangers of stress

Navigate from negativity

Maintain productivity at its optimum level

Manage time effectively

Deal with every situation practically, logically and positively

 

Email Writing Skills

 

A  recent study reflected that over 50% of businesses still do not offer any sort of E-mail Etiquette Training to their employees.  Many employees, customer service representatives and business owners themselves seem lost when it comes to  business e-mail etiquette and proper practices to be followed while emailing.


Your employees need to brush up on these issues so that they can communicate with courtesy and clarity. This makes everyone’s job easier!
In business, on or off-line, impressions are everything. Think about it off-line you notice what people wear, how they present themselves, the quality of their business cards etc.


The very same applies online. As an example, if you e-mail in one liners, do not spell check your email, do not use proper sentence structure or lack basic grammar rules, how do you think that reflects on you and your business? Not good, right?.


What kind of impression do you set on your clients and customers, when you write those shady emails. E-mail Etiquette isn’t brain surgery. E-mail Etiquette is simply a set of basic skills that we all need to be aware of and practice to make sure your business thrives both off and online.

 

By the end of this course, participants will learn:

 

  • How to make the best use of emails
  • Email structures to achieve clarity and successful communication
  • To write for the reader - effective subject lines
  • Email effectiveness -Managing recipients and messages
  • Perfect grammar because it matters
  • Format messages for readability
  • Learn to write professionally and brand Broadcast emails
  • Learn to avoid senders regret by proof reading
  • Understand 'netiquette'
  • Master the inbox using some core principles and email functions
  • Attaching files to an e-mail Vs web links
  • Email policies - Forwards, viruses, disclaimers

 

 

Telephonic Skills & Etiquettes

 

The world has become more compact with the growing use of a telephone. Today, most of the products and services are just a tinkle away. As a lot of business deals take place over phone calls, it is essential to follow certain telephone etiquette as we no longer enjoy the benefits of understanding our customers through their facial expressions and body language. To achieve credibility over a call, it is imperative to communicate in an effective and a professional manner.

 

This course imparts practical training through role plays and mock calls. The candidates are trained and assessed on how to make and handle calls, put a customer on hold, handle an irate customer patiently, ending a call, using the correct tone, use of courteous words and maintaining energy levels throughout the call.

 

At the end of this course, a candidate will be able to :

 

  • Understand the call structure
  • Extract information from customers without annoying them
  • Listen and analyze customer’s needs
  • Handle complicated situations efficiently
  • Deal with different types of callers assertively
  • Leave a positive and lasting impression in the mind of customers

 

Business Etiquettes

 


This course examines the basics, most importantly to be considerate of others, dress/appearance, the workplace versus social situations, business meetings, proper introductions and 'the handshake', conversation skills/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette. Have you ever been in a situation where:

 

  • You met someone important and had no idea what to say or do?
  • You spilled soup all over yourself at an important business event?
  • You showed up at an important meeting under or overdressed?

 

Let's face it: we've all had those embarrassing etiquette gaffes. Our Business Etiquette workshop will help your participants look and sound their best no matter what the situation

 

 

By the end of this course, participants will learn:

 

  • What is a etiquette and how to practice one.
  • The rules for Business emails and telephone calls
  • Effective introduction and making the first great impression
  • Meeting and greeting - the four level conversation
  • Dining in style -  Handling Sticky Situations and Possible Solution
  • Dressing for Success — Meaning of colors

 

Sales & Marketing Skills

 

Although the definition of a sale is simple enough, the process of turning a prospect into a customer can be very complex process one needs to master. Effective and high performance selling is important to the success of almost every kind of business. It requires one to convince someone, that there is something for them in making their decision to make a purchase by spending some of their hard-earned money. The Sales and Marketing module  will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale.    

 

 

Your participants will become more confident, handle objections, and learning how to be a great closer. Apart from selling successfully, this module will help participants to organize themselves, understanding and working with customer needs, to build essential skills such as presenting and negotiating

 

 

The key components of this module are as follows :


  • Common sales approaches and types of sale
  • Performing customer need analysis
  • Basic opening for cold calls
  • How to answer the burning questions that every customer asks
  • How to deal with common objections
  • Sealing the deal – powerful closing techniques
  • Thank you notes and staying in touch with customers
  • Resolving customer issues without losing one
  • Setting your sales goals
  • Managing customer data efficiently with technology