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Help with the creation of a Contact Centre …

The customer: an organism of the federal public service

The demand: After the guidance of the middle management and management of this institute, in a training trajectory in management, in several workshops, followed by coaching sessions, we were asked to train the agents of the becoming Contact Centre. The agents are new to this function and are confronted daily with dissatisfaction, demands for complex information and stress. We propose athree-day program

Part 1: Being a Contact Centre agent

Workshop activities and values: What are the activities of a Contact Centre agent?
What are the obtained qualities? What are the values to defend?
Workshop performance indicators: What are the performance indicators? What do we expect from a Contact Centre agent? ( e.g.: average answering time)
Workshop type of calls: What kind of calls does a Contact Centre agent get?
Workshop personal development: What are my expectations towards this function? What motivates me? What are my limits and my stimuli?

Part 2: Verbal communication

Which verbal behaviours are possible in communication? What are the preferred verbal behaviours during a reception on the telephone? … during telephonic communication?
How to use an efficient language? How to be clear, simple and precise
How to listen actively?
How to reformulate?

Part 3: Non-verbal communication

What are the carrying non-verbal behaviours in a telephone conversation?
How to use your voice? How to work on your diction?

Part 4: Adapt your communication to your conversation partner

Is it possible to adapt your communication to your conversation partner? How?

Part 5: Management of complaints and aggressiveness

How to manage complaints, incidents and aggressiveness? How to be assertive? How to be empathic? With which difficult messages are the agents confronted? How to communicate a difficult message?

Part 6: Conflict management

How to manage a conflict? Is a conflict always pejorative?

Part 7: Stress management

Workshop stress: Which stressful situations are experienced in a Contact Centre? What are the factors of stress for each agent? What are the efficient ways of dealing with stress?

Part 8: Individual action plan

The results:

The agents of the Contact Centre are able to welcome the public on the telephone and to have an efficient communication with them, with politeness, sociability, assertiveness and service-mindedness

The agents of the Contact Centre manage better the stress experiences in their function

The agents of the Contact Centre are able to manage aggressiveness and complaints in an efficient manner

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