Competence Training
For companies with their own or outsourced call center.
Competence Call Center also provides the possibility of training your employees.
The aim of these communication training sessions is to convey the ability to serve your customers quickly, competently and in a friendly manner to your employees.
Furthermore, special communications training such as troubleshooting, complaint management and sales promotion are covered by our Competence Training portfolio.
This goal is achieved with a multi-step training programme:
- Needs Assessment - Qualitative Analysis/Personal Checklist 1
- Conceptual Design
- Training
- Quality Control
… and all this is just a >click< away.
Needs Assessment
Qualitative Analysis / Personnel Checklist I
Within the scope of this qualitative analysis, we examine an individual's telephone behaviour and draw up a personal Strength-Weakness Profile for each participant.
This assessment lays the groundwork for the course design.
Conceptual Design
This step encompasses the statistical data evaluation of the Personnel Checklist I and analyses the observed company-specific communication deficits.
The conceptual design and composition of the course materials are based on this analysis.
Training
The training is split into two thematic blocks:
- The seminar serves to increase the personal competence of the participants.
- During training-on-the-job, we provide the seminar participants with an hour of individual consultation at the workplace to enhance personal performance
Quality Control
The conclusion of our training consists of evaluating all survey data.
The results are communicated to the client in a subsequent work report and to the participants individually. Certificates of participation document the objectives of individual participants for further quality assuring measures.
Service Contact
| Peter Kloibhofer |
