Telephone Skills Training

Why Telephone Skills Training? In today’s rapidly globalizing business world, organisations cannot afford the consequences of poor telephone communication. Offshore employees play a vital role for many organisations, and their ability to communicate effectively with customers and colleagues alike is a key contributor to customer satisfaction and smooth operations. A primary ingredient of successful communication for your overseas staff is their telephone skills when communicating with customers.

The impact of First Language Influence (FLI) on an offshore employee’s Communication Skills can not be underestimated. Telephone Skills Training from Communicaid will help your overseas staff to minimise the influence of their first language while maximising their communication with your customers. Whether through online Telephone Skills Training courses, virtual Telephone Skills Training or face-to-face Telephone Skills Training instruction, Communicaid offers scaleable Telephone Skills Training solutions for your organisation’s offshore operations.

A Communicaid Telephone Skills Training course will provide your offshore employees with the ability to:

- Communicate more effectively and efficiently with customers and colleagues

- Build empathy and rapport  and strengthen relationships with colleagues and customers

  through more successful communication

- Enhance your customer experience and customer satisfaction levels

A Communicaid Telephone Training course is suitable for:

- Customer service representatives

- Back office staff

- Offshore senior staff and managers

All Communicaid’s Telephone Training courses are designed to meet the specific requirements of our clients depending on their personal/organisational needs and existing skills set.   A Telephone Training course includes:

-  Using Mirroring Techniques

 - Handling inbound calls

 - Handling Outbound calls

 - Adjusting tone and register

Using a combination of published and Communicaid-unique materials and methodology, we design and deliver programmes that will meet the needs of you and your organisation. Training is available worldwide via either face-to-face instruction or one of our many Elearning and virtual learning platforms.

We offer a variety of training formats for your Telephone Skills Training course – from intensive, weeklong courses to extensive, modular lessons.  Appropriate formats will be discussed during your diagnostic consultancy.

Telephone Skills Course Trainer

All Communicaid Telephone Skills Training course trainers are native speakers with at least 3 years’ professional training experience in the offshore industry.  In addition to relevant academic and linguistic qualifications and experience, many of our Telephone Skills trainers also possess considerable exposure and expertise in the professional world.

Your Telephone Skills trainer will be assigned to you following the results of your diagnostic consultancy according to your objectives and areas of focus.  Detailed below is a sample profile of a member of our Telephone Skills training team.

WR

BA Political Science

MSc Applied Linguistics, Teaching English as a Foreign Language

Graduate Certificate in Project Management

WR joined Communicaid in 2003. An American national, WR is an experienced Instructional Designer with experience of developing and delivering American Telephone training in India, the Philippines, US, UK and China. In addition, WR serves as the project manager for Communicaid’s offshore development efforts.

WR uses a variety of techniques in Telephone Training, drawn from linguistics, neurolinguistic programming (NLP), Speech Pathology, second language acquisition and theatre.

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