Telephone Etiquette - BPO Training

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IIn today’s business environment, the Phone Etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers – both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization’s customers making it a critical customer ‘touch point’.

Nowadays virtual teams are the norm rather than the exception and one of their primary channels of communication is the telephone. Hence it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.

F I T Computer Education Telephone Etiquette Training program aims at helping employees create a lasting impression in their customers’ minds – one that shows the organization reflected in the best light possible. It focuses on developing telephone etiquette / telephone skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude. It is also very important in telemarketing training.

Below are listed some of the important components of the workshop:

• Ways to make a Good First Impression.

• Effective Call Handling

• Key Phases of an Outbound/Inbound Call

• Hold Procedure

• Dead Air Management

• Using the Right Tone of Voice

• Tips for Good Telephone Etiquette

• Forbidden Phrases to Avoid

• Body Language over the Telephone

• Tele-conferencing skills

With the increase of the BPO and ITES sector, particularly in India, there has been a steep rise in the demands for training at the foundation and managerial levels. We urge that BPO/ITES training in India be outsourced as the skills required, for instance Language Training, Accent Neutralization, Customer Service and Cultural Orientation, are of a extremely specialized nature and require experienced professionals to facilitate these sessions. If not handled in the right fashion the results could be detrimental to the professional growth of the trainee and the organization.

F I T Computer Education design team has wide experience of working in and interacting with BPO/ITES organizations in Chennai. This experience has been translated into our training programs which combine experiential learning with theoretical concepts in order to facilitate trainees to enjoy their ‘Learning journey’.

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With F I T Computer Education, you can be sure of receiving training that significantly increases your understanding retention and ability to apply new knowledge and skills to maximum effect. What's more, we are so confident in our ability to deliver reliable, effective training that unless you feel 100% satisfied that F I T Computer Education delivered even more than you expected, there is no fee for your course attendance.