Don’t grieve. Anything you lose comes round in another form. Rumi
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BPO Partner TMJ for call center business outsourcing
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Top page > Service > Call Center Service > Training service > Supervisor Training
Supervisor Training
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What is expected from the supervisor, who takes the important role in the call center, is an "operation control" and "customer satisfaction improvement by improving business quality through the communication with the staff."
Call Center Knowledge Training
Staff Care Training
Call Center Service Customer Care
CS & Answering Quality Training
Sales Support
Training for Skill of Answering to
Social Style Training
Elderly
System Tool Consulting & Analysis
Call Center Knowledge Training
Training Service Back Office Service
Learn the basic skill necessary for the supervisor Practically develop the capability to manage the job site as an administrator of the call center with the basic understanding of the role
Contact Point Related
of supervisor, KPI management and monitoring coaching.
Solution
Training Program
Indirect Field Solution
Training hours7 hours
Global Service Offshore Service
Reconfirm the role and mission of call center Position and role of
What is CS desirable for customers?
supervisor
Service for China / ASEAN
3 roles of supervisor
90 minutes
Review and verify supervisor business Indicator management (Purpose and idea of KPI) Verify KPI items
Management of call center indicator
Utilization method and points of indicator
productivity
60 minutes
Answering quality The point of indicator management Role of supervisor from the view of the specialist
Nurturing specialists
Communication skill required for supervisor
90 minutes
Points of guidance and nurture of the specialist Practice monitoring
Points of monitoring of answering
evaluation
Evaluate answering
60 minutes Confirm coaching technique
Basis of business coaching
and feedback point
Points of main coaching skill
60 minutes Practice feedback to the
Feedback of monitoring result
specialist
Feedback by role playing
90 minutes
Staff Care Training Develop how to communicate with operators through exercise. Understand the behavior required for supervisor and learn practically how to approach and interview according to the type of each operator.
Training Program Training hours : 5 hours 20 minutes Orientation What is staff care?
Atmosphere creation of CC Understand the influence caused by own behavior 60 minutes
Atmosphere creation of CC
Review own behavior
What is stress?
Stress and motivation
Say something
Point to say something
What is stroke? Spiritual nourishment Bounce the stroke off
Type of stroke
Plus / minus
Law of stroke
Bank / Reserve
operators for the spiritual nourishment 90 minutes Exercise What is the trusted leader? Leadership Communication that builds
7 principals 3 key words
Communication
trust
Communication game
What is the communication by which the trust is built?
4 Social style
Social style
180 minutes
Approach technique classified by type
Exercise
Interview with operator
Review and organize the training
CS & Answering Quality Training Consider answering which improves customer satisfaction through practical exercise. Understand what is the answering quality, and learn the answering by which the customer is satisfied. Verify the quality level listening to the calling voice and acquire the instruction points.
Training Program Training hours : 7 hours 30 minutes Customer satisfaction in the
Customer satisfaction (CS) is
call center
To meet the expectation of the customer
60 minutes
The role of supervisor from the view of operators
Train operators
Communication skill required for supervisor
90 minutes
Points to guide / educate operators Business knowledge Business execution capability 5 factors necessary for the answering
Mind Hospitality
Communication skill
Communication skill
necessary for the answering 90 minutes
Manner Audio representation Points of communication skill
Phraseology Talking skill Listening skill
Answering quality management in call center Purpose of call monitoring
Practice call monitoring 60 minutes
Method and points of call monitoring Implement call monitoring
Implement calibration
ExerciseVerify monitoring evaluation result (Calibration)
60 minutes
Feedback of monitoring
Feedback to the operator 90 minutes
Point to guideGive the feedback
Social Style Training Learn how to approach effectively which impresses customer mind based on the social style. Learn better communication method which builds trust through social style. Learn answering technique customized according to the customer type and utilization method in the center practically through the exercise based on the answering cases. Reference3 features 1Training program which can be provided only by actually operating company
Training Program Training hours : 3 hours 30 minutes Orientation What is social style Learn the idea of social style 4 types
What is social style?
1. Two axes of social style (emotional expressivity, thinking expressivity)
Recognize your own type
2. Feature of each type, advantage / weakness and approaching method
60 minutes
classified by type Recognize your own type Social style judgment Consider application to yourself and members around! How to utilize the social style
Understand the feature of each type
for in-house communication
Judge the social style listening to the answering voice
and answering
Consider how to approach and important points focused on the customer type
90 minutes Think about how to utilize
Introduce TMJ utilization examples(Effort content, achievement, ideas for
social style
pervasion) 60 minutes
Consider how to utilize in the center!
Skill Training of Answering to Elderly Understand the characteristics of the elderly customers and acquire the skill of training operators. Learn the method of training operators based on the characteristics of elderly and basis of the customer answering. Practically learn the monitoring and feedback based on the evaluation standard of answering to elderly. Reference3 features 2Install training method that utilizes technology.
Training Program Training hours5 hours What is happening now at the calling desk
The reason that companies
The reason that companies pay elderly attention
pay elderly attention
Case Characteristics of elderly customer Characteristics of elderly
Image of visual sense change of elderly
customer
Learn about elderly customers Hearing change image of elderly Sense the situation
What is required on
Easy-to-listen and easy-to-understand explanation
answering to elderly
React to the feeling The case that the person you are talking to is not Case study
What to do in a case
willing to listen to you
like this?
If the customer wants to continue to talk If the customer says he made no wrongdoing,
Training flow About evaluation standard of answering to elderly
Operator training and
(Exercise)Monitoring evaluation by simulated voice
monitoring
Important points at the interview (Exercise)Practice interview Outline of the tool by which the presbycusis can be sensed actually
Utilize tools
(Exercise)Use Gero-Talk!
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