Training on Taking Calls

Training on Taking Calls
12/07/31 Update

Aims and features

What is “Training on Taking Calls”?
“Thoroughly” master
the basis of taking calls

■The sound transmitted through a telephone determines all.

When you are taking calls, it is only the voice information that can be given to. Since there is no information on vision such as expression and an attitude, misunderstanding may be given to others or gap sometimes occurs through the telephone reception.

However, it is possible to actualize a pleasant reception regardless of a quality of voice and fluency of speaks when you grasp the point of taking calls. In our training, you will learn the 10 required points for a good telephone reception and repeat role-playing so that you can practice it in your daily work. Through role-playing, you will learn taking calls skill, saying not only "knowing" but also "be able to use".

■Not imitate the lecturers’way

１．Suite each trainees’ level

In our textbook, each skill is scored as ★.
★ is reflected our investigation about taking calls.
The way of looking at ★is explained below.

　　★…The level that almost all people can do.
　　★★…The level that half of the member can do.
　　★★★…The level that only experienced people can do.

In the textbooks, ★ is showed like below

　　　Be able to “give one’s name” and “give greeting ” at first.＜★＞
　　Be able to adjust contents, volume of information and wording depending on listeners.
　　　＜★★★＞

We prepare the textbook like above and so you will obtain pleasure from this training that suited each trainees level.

２．The textbook is contained plentiful information with customers’ point of views

We also try to contain “the customers’ voice” that we gathered in the textbook. For example ・・・

　・Explained rapidly, so I only could catch up what s/he was talking.
　　Don’t want to forget that it was my first time to hear about it!
　・I was said “I am sorry” business likely;
　　I couldn’t feel the apology form it.

You will be able to perform "taking calls which have customers points of view" only getting to know the voice of customers. Moreover, you will be able to look back on the reception that you tend to do.

■Thoroughly master the basis.

There are 2 points below about training effect.

１．Improve the skill based on the trainees capability.
２．Be able to perform taking calls from customers’ points of view.

Track Record

The reason why our training is popular

Flexible customization with abundant line-ups and needs

We have various line-ups from learning about the foundations of taking calls, explanation skill, to abundant claim correspondences. Furthermore, it is also possible to customize the contents of training (curriculum textbook) according to the demand. This training program is chosen by various types of industries such as the call-center of a company and the government-and-municipal-offices, also not only BtoC companies but also BtoB companies.

Total participants
2613名(※Period covered:2012/4/1～2013/3/31)

Evaluation

Content: Understood well,
Understood

96.4%

Trainer: Excellent・Good

95.7%

Comments from participants

This training was really helpful to me because I could learn about the answer and the reception method, that I usually feel uncertain, based on the actual spot useful. I would like to do my best after this aiming at the telephone reception to say and which there is not then and is transmitted.
Although I have much time of telephone due to my daily work, I still had an excessive recognition and so there was a very good opportunity to consult. I would like to be conscious of taking calls as a face of my office from now on.
It was good for me to be pointed out by objective view about my taking calls skill through role-playing. I would like to improve my skill aiming at being conscious what I learned in this training.
I could look back on my taking calls and it was made me to be thought about improving consciously about future taking calls. I would like to read the textbook once again and to use the received data in the future.
It was a good chance to notice about the points that I thought as I had done by myself. I would like to understand what I had not been done, and to make it as my skill.

Our Coach

Lecturers, who have many experiences about the managements of taking calls quality and instructor of taking calls such as a supervisor and a quality control person of a call-center, are given this training. Many of lecturers are not external advisers like a consultant, but lecturers who have done various difficulties and success in business. The lecturer can advise your trouble with lecturers’ own experiences.