Stoked to have kick-started and spearheaded this much awaited OJT intervention with a debt recovery call center, with this organisation that’s into end-to-end business process management services.
Classroom training sessions + OJT drill across 5 days; followed by 2 days of Floor training and assessments- post which we break into a cooling period for a couple and finally the Graduation day! Herein, all the participants will be undergoing and demonstrating a live call conversation, in front of a panel to get certified and ready to take calls On-Floor.
Since this is a cohort of freshers entirely, we’re covering the following battery of topics and pointers to season them well before they’re subjected to the on-floor noise and testing environment.
- Alignment with the organisation and the bigger picture; answering the “what’s in it for me” for the participants
- Telecaller traits and qualities
- Significance of their own roles and it’s magnitude
- Why and how soft-skills is relavant to their job roles
- Striving for First Call Resolution
- Téléphone Étiquette
- Types of Customers- how to identify and handle
- Communication v/s Effective Communication
- Causes and consequences of communication gap
- Word Stress
- Emotional Charades
- Assertive communication
- Active Listening
- Empathy
- Probing
- Rapport building and Personalisation
- Code of Conduct
- Professional behaviour and attitude
- Call flow and script
- Call Quality parameters
And ofcourse a rigorous #ojt each day
It’s extremely exciting for me as we’re going completely PPT-FREE and covering these above and some more through facilitation processes and tools like Jig-Saw, Textra, Paired Sharing, Triads, Divergence, Convergence, Cross-pollination, Gallery Walk, Ambassadorial Sharing, Group Wisdom Harvesting, Focused Group Discussions, and more!
Looking forward to yet another rewarding, and an enriching experience, for all the stakeholders
