BlueFox provides Call and Contact Centre Training & Coaching

 

We specialise in Conflict Resolution Training, Live Chat / Video Chat Training for the call and contact centre.

Call & Contact Centre Training

 

Training Techniques

Our call centre training techniques entail customer journey mapping to leadership coaching, staff induction to call and contact centre training, we support your organisation to assess, design and implement proven customer-centric training solutions.

Agility

Our agile methodology gives your people the skills to cope with the challenges of a rapidly changing customer servicing environment that includes onsite and remote working.

Capacity

 

We build the capacity of remote working and onsite teams to deliver customer-focused service in the call centre training industry.

Call cintre traing - Mangement Program

Customer centricity is crucial to the success of every organisation. A call or contact centre is most likely their first engagement with a company.

BlueFox Training Solutions supports your inbound and outbound Call Centres and Contact Centres to deliver high-quality customer service:

Consulting Services
Management Training – Train the Trainer
Skills Coaching
Telephone Etiquette
Conflict Resolution
Retention
Web chat conversation

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Call Centre Telephone Skills Training
The intent of this workshop is to create uniformity and agreement on what constitutes a successful customer interaction. Participants explore techniques and models to use in order to engage effectively with members
Call Centre Customer Service Training
The intent of this workshop is to gain understanding and agreement on the importance of delivering exceptional service at all times customers.
Call Centre Telesales Training
The intent of this workshop is to develop the skills of participants to manage all aspects of initiating telephone contact with leads. This predominantly includes setting the appropriate strategies for contact, engaging effectively on the phone, and establishing a way forward with the lead prior to closing the call.
Customer Retention Skills Training
The intent of this workshop is to assist Retention Officers understand the key priorities and essential skill sets for retaining customers.
Conflict Resolution Training
The intent of this workshop is to provide participants with the skill sets to problem solve, overcome objections and handle difficult situations when dealing with customers
Web Chat Training in the Contact Centre
The intent of this workshop is to assist customer service operators increase their understanding and appreciation of the live chat medium and its role in creating a great customer experience. It is also intended to involve the participants in the establishment of the rules of engagement for the web chat environment.

Programs and Workshops

 

Call Centre Telephone Skills Training

Call Centre Telephone Skills Training

Create uniformity and agreement for your Customer service officers and frontline staff on what a successful customer phone interaction looks like. We offer... Over 2 half-day sessions, we will explore techniques and models to engage effectively: Be clear about the necessary skills and desired behaviours of a customer service officer Have an agreed set of phone and face to face behaviours when dealing with customers Have uniformity in their understanding of what constitutes a successful interaction with a customer Confidently and successfully manage calls to a successful conclusion. Remote training or coaching: we deliver services both via video conference call or on site  

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Call Centre Customer Service Training

Call Centre Customer Service Training

Create uniformity and agreement for your customer service officers and frontline staff on what a successful customer interaction looks like. The intent of these workshops is to gain understanding and agreement on the importance of delivering exceptional service at all times customers. Call Centre Customer Service Training Outcomes: At the completion of this program, the participants will be able to: Understand the difference between exceptional and unsatisfactory customer service Articulate with pride and commitment their newly developed service goals Demonstrate the desired customer service behaviours in both their actions and words No. of Sessions: 1 x ½ day session Who should attend:...

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Customer Retention Skills Training in the call centre

Customer Retention Skills Training in the call centre

Assist your call centre staff understand the key priorities and essential skill sets for retaining customers. What our  1/2 day Customer Retention Skills  Training includes: Gain an in-depth understanding of the caller’s situation and the true reason for wanting to cancel their business relationship with the organisation Appreciate the situation of “retention customers” from their point of view Demonstrate the appropriate acknowledgement and empathy for the customer’s situation Present as a provider who wishes to achieve a win-win for the customer and your organisation Who should attend: Customer Retention Officers; CustomerRelationship Officers; Customer Service Officers Remote training...

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Conflict Resolution Training in the Call Centre

Conflict Resolution Training in the Call Centre

Help your teams problem solve, overcome objections and handle difficult or demanding customers and stakeholders. The Conflict Resolution workshop focuses on the essential skills needed to excel in customer service in the call centre and to engage effectively with customers in challenging situations on the telephone. The initial focus of the workshop is on the importance of best practice relationship building skills and in particular listening techniques. We emphasise the importance of identifying triggers and signals of the customer in various experiences so that the participants can more easily respond and react. We focus on the importance of seeing the world from the customer’s...

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Web Chat Training in the Contact Centre

Web Chat Training in the Contact Centre

Web Chat Training Workshop Objective: The intent of this workshop is to assist customer service operators increase their understanding and appreciation of the live chat medium and its role in creating a great customer experience. It is also intended to involve the participants in the establishment of the rules of engagement for the web chat environment. These “rules” will form the basic template for web chat interaction so that the organisation can be assured of consistency in the quality of operator interaction with customers. The overall objective is about ensuring your organisation’s live chat representatives are aligned with the values and culture of their organisation in their written...

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Call & Contact Centre Coaching

 

Build a positive learning culture that attracts and keeps quality people.

 

Our programs for Call and Contact Centre Coaching Consultancy include:

  • Leadership Development
  • Managing Performance
  • Enabling others to act
  • Communication Skills
  • Giving Feedback
  • Creating an environment for discussion
  • Skills Coaching Model

Remote training or coaching: we deliver services both via video conference call or on site

Contact us about a tailored coaching program for your contact centre staff