Planning a Training Session for Telecallers: What Content Should We Include?

Dear Seniors,

I work for a small-sized company with a significant number of telecallers. We are looking to organize a training session for the entire group, but I am unsure about the content for this training. Can anybody assist me with this?

Regards,
Sachin.

Dear Sachin,

A training program tailored to your needs should include the following:

- Telephone Etiquette
- Communication Skills
- Customer Service
- Voice & Accent
- Negotiation Skills

Depending on the audience and desired learning outcomes, adjustments can be made to ensure a successful program.

Attached is a brief profile to provide you with a better understanding of my work. Further details can be provided upon request.

To provide some context - I am a Behavioral & Soft Skills Consultant. My objective is to ensure that employees excel not only in their professional roles but also in their personal lives. I firmly believe that a balance in both areas makes individuals more objective, motivated, and therefore, productive.

I am of the opinion that to align employees with the organization's values and ethos, solutions need not be confined to traditional classroom settings. My approach involves offering diverse solutions to clients, enabling them to enhance internal and external service quality, realign and implement goals, and cultivate a high-performing, innovative, cooperative, and future-oriented culture.

I can provide innovative experiential learning solutions delivered by experts in their respective fields. These solutions are comprehensive and suitable for driving the desired change across functions, demographics, and more.

I would appreciate the opportunity to discuss your requirements further in person for a more detailed understanding.

Warm regards,
--
Rukkini Sen
Behavioral & Soft Skills Facilitator
Ph. No.: (+91) 99209 75550

Dear Sachin,

Greetings,

The content should include the following things:
- Telephone Etiquette
- Communication Skills
- Customer Service

The emphasis should be on outbound call flow.

Regards,
Anjali Sarah Imah

Dear Ms. Rukkini,

Thank you so much for the bullet points in your reply to my post. I would really like to get associated with you sometime in the future, as I have to do this activity in-house. I really appreciate your prompt reply to the post.

Regards,
Sachin :)

Dear Ms. Sharmila,

Thank you so much for the reply. This time, I am planning to conduct the training in-house and hence I am looking for the content part. As rightly mentioned by you, some of the members have really come up with good suggestions.

Thank you once again for the help. :icon1:

Regards,
Sachin.

Hi Sachin,

Please include the below-mentioned points in your training:

Day 1 - Introduction & Ice-breaking activities {Here you can give them topics for discussion & debate}

Day 2 - Soft skills & communication skills training {Explain the importance of why soft skills are required}

Day 3 - Product & process training - Train the agents on the product & process in depth.

Day 4 - Objection handling - Train the agents on objections & how to deal with them, also conduct mock calls.

Regards,
Sonal