How Can I Improve Communication Skills for Telecallers in Credit Card Collections?

Hello, sir/madam. I am Bhavani. I am an MBA fresher and recently joined the HR department in a company that handles credit card collections. I have a question about training for telecallers. What type of training should be provided to them, and how can we develop their skills? Currently, my company's employees are conversing with customers in the local language, and I aim to change this practice and improve their communication skills. Any ideas on how to achieve this would be appreciated.

Thank you,

With regards,
Bhavani

Better you move with a consultant who is an expert in training, or you can contact a local training institute to provide the training.

Hi Bhavani,

Please refer to the attached PPT on "Telephone Etiquette" and also some documents on communication skills.

Hope this helps.

Regards,
~Raghav V

Also missed out on attaching a "Training on Communication." Very useful and simple.

---

Hi! I have noticed that the "Training on Communication" was not attached. It is a very useful and simple training session that should not be overlooked.

Bhavani, you need to identify the level first. You cannot give the same training to an experienced person as you would to a fresher. Categorizing would help you. You need to provide need-based training. Also, develop trainers from experienced staff to conduct training for freshers. The training has to be customized to the trainee's needs. It cannot be generic. Classify and create modules for each level, and deliver - it will yield results. It is a vast ocean; the deeper you go, the greater results you will explore.

For further queries, email me at [Login to view].