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HKCCA is now offering tailor-made training courses to members. There are 2 main Training
Series, including:
A. Core Competency Training Series for Call Centre Team Leaders and Supervisors B.
Service Excellence Training Series for Call Centre Agents.
A. Core Competency training series for Call Centre Team Leaders and Supervisors
Objective: To provide participants the knowledge and understanding of how a call centre is established,
the fundamentals of call centre business and its development trend.
Duration: 4 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
2. Effective Coaching
Objective: To equip the participants the knowledge, skills and mindset of an effective coach, and how
to get the best performance out of those they coach.
Duration: 4 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
Objective: To equip the participants the attitude, skills and knowledge to manage teams, motivate team
members to maximize their performance.
Duration: 7 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
4. Complaint Handling
Objective: To facilitate the participants to understand the common causes of customer dissatisfaction;
to learn the steps and skills of handling complaints and to apply the skills in the interaction
with unhappy customers and recover their confidence in your service.
Duration: 4 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
5. Communication Skills
Objective: To provide participants with the knowledge and skills to interact with people effectively. They
will learn the importance and process of communication; the skills to listen and question,
and the technique to present their ideas in an effective manner.
• Presenting a message
Duration: 7 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
Objective: To instill the participants a focused and logical approach to tackle problems in their
workplace; and develop their skills and ability to find the best possible solutions to their
challenges.
A. Core Competency training series for Call Centre Team Leaders and Supervisors
7. Presentation Skills
Objective: To equip the participants with the skills and techniques in preparing for presentations and
deliver their presentations with increased confidence.
• Practice
Duration: 7 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
8. Time Management
Objective: To facilitate the participants to identify their habits and attitudes that cause time wasting;
equip them with the skills and tools to wisely use time to achieve results.
• Setting priorities
Duration: 7 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
9. Negotiation Skills
Objective: To develop and strengthen the participants’ competence and confidence in negotiations
towards achieving better outcomes.
• Communication in negotiation
Duration: 7 hours
A. Core Competency training series for Call Centre Team Leaders and Supervisors
Objective: To provide the participants a framework of Customer Relationship Management and the Call
Centre’s role in managing Customer Relations.
Duration: 4 hours
Objective: To provide the participants a framework of attitude and mindset essential to deliver superior
customer service and enhance customer satisfaction.
Duration: 4 hours
Objective: To provide the participants with effective skills and techniques to deliver excellent service
over the phone and get the best out of each customer contact.
o Escalating call
Duration: 4 hours
3. Service Empathy
Objective: To facilitate the participants understand what is service empathy, how it can be applied in
service delivery to satisfy customer emotion needs and cultivate effective customer
relationship.
o Listening techniques
Duration: 4 hours
4. Consultative Selling
Objective: To introduce to the participants a selling approach based on matching customer needs with
products they offer through effective questioning and listening.
Duration: 4 hours
Objective: To provide the participants a framework of attitude, equip them with effective skills to
improve sales results and get the best out of each outbound call.
• Effective Close
Duration: 4 hours
Objective: To facilitate the participants understand the common causes of customer dissatisfaction;
learn the steps and skills of handling difficult customer demands: and apply the skills in the
interaction with unhappy customers so as to recover their confidence in your service.
Duration: 4 hours
Objective: To facilitate the participants understand stress and emotion; learn ways to reduce stress and
turn negative emotions into positive driving force to achieve results.
o Interpersonal relationship
Duration: 4 hours
Remarks:
1) Training Approach: Presentation, facilitated discussions, games, exercises, case
studies, role-plays.
2) Medium of Instruction: Cantonese, (Putonghua, English on request)
3) Training materials: Available in Chinese and English
4) Course to be offered with a minimum of 10 participants.