Hotlines Series

Synopsis

A series of 12 video tapes, developed by psychologist Eve Ash, designed to improve motivation, professionalism, call skills and customer service for call centre staff.
Filmed on location at an international bank, a major telecommunications company and an airline call cente, the series captures the atmosphere of a busy call centre environment. Features real call centre staff doing their daily jobs, but in front of the camera. Consequently, viewers can readily empathise and relate to the situations depicted. Each video is 11-16 minutes long.

Language

English

Country

Great Britain

Year of production

2000

Documentation

Accompanying workbook with each video

Subjects

Business studies; FE

Keywords

customer relations; interpersonal skills; telephone skills training; call centres

Distribution Formats

Type

VHS

Format

PAL

Price

£150.00 each or £1,500 set of 12

Availability

Sale

Duration/Size

12 x 13 mins approx

Year

2004

Sections

Title

Meet the Dial Tones

Synopsis

Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a chord with everyone. They soon discover from their team coaches that they have a lot to learn. This introductory video emphasises key skills and requirements, namely: learning, results, skills, improvement, positive attitude, sharing, and feedback.

Duration

11 mins

Title

Conveying a professional image

Synopsis

People in call centres are the window into their organisation so they need to present a professional image over the telephone. This programme covers the importance of speaking well, welcoming customers and using effective protocols for putting people on hold and transferring calls. It will help learners to develop the following skills: speaking clearly; avoiding jargon and slang; greeting warmly; asking permission to hold; respecting customers on hold; explaining transfers; offering more service.

Duration

12 mins

Title

Building relationships

Synopsis

Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers, learn how to build rapport and be willing to help. This programme covers these skills: being enthusiastic; taking personal responsibility; showing interest; engaging with the customer; using the customer’s name.

Duration

12 mins

Title

Communicating clearly

Synopsis

Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. They must demonstrate these skills: listening carefully to identify needs; questioning to clarify and check; giving information clearly; explaining methodically; ensuring information is understood.

Duration

14 mins

Title

Appreciating human differences

Synopsis

People come from a wide range of backgrounds, with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way, and learn to: speak clearly; avoid jargon and slang; slow down if necessary; use repeats and pauses; personalise service.

Duration

12 mins

Title

Satisfying customers

Synopsis

Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alternatives. To ensure customers are satisfied, staff need to: be well informed; add value; follow through.

Duration

14 mins

Title

Solving problems

Synopsis

When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions, and: listen to the problem; express concern or apologise; commit to helping; clarify the details; provide a solution ASAP; check satisfaction and offer more.

Duration

12 mins

Title

Handling upset customers

Synopsis

One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs and make sure they: listen sympathetically; apologise; take immediate responsibility; outline the plan to help; gain customer agreement.

Duration

12 mins

Title

Managing anger and abuse

Synopsis

When customers are angry it is important to deal with them effectively and professionally. Call centre staff need to: listen positivel; reduce anger by apologising; don’t take it personally; stay calm; be responsive; outline the plan to help; agree on solution; stick to rules and warn before disconnecting.

Duration

16 mins

Title

Controlling call time

Synopsis

Staff in call centres need to be able to control call time and manage talkative callers politely. They have to learn to: be patient; respond and move on; ask questions or offer help; summarise; interrupt politely - use name; stick to rules.

Duration

15 mins

Title

Focussing on results

Synopsis

It is not enough for call centre staff to have the right manner, they must also focus on results. They need to know how they are doing and how to improve performance. This involves learning how to: achieve targets; get it right first time; be committed to improvement.

Duration

13 mins

Title

Staying positive

Synopsis

Call centres need their staff to stay positive. This programme encourages staff to manage pressure and enjoy the team, and, in particular, to: stay calm; keep motivated; maintain professionalism; contribute to the team.

Duration

13 mins

Distributor

Name

Gower Publishing Direct Sales

Email

orders@bookpoint.co.uk

Web

http://www.takeawaytraining.com External site opens in new window

Phone

01235 827730

Fax

01235 440454

Address

c/o Bookpoint Ltd
130 Milton Park
Abingdon
Oxon OX14 4SB