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This item contains several different items. Purchasing this item includes all of the component items listed below.
About
Hotlines is an entertaining video-based training package for call centre staff developed by psychologist Eve Ash. It is filmed on location in Australia at an international bank, a major telecommunications company and an airline call centre.
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- Topics
- Communication Skills
- Series or Video Sets
- Selling Skills
- Year of Release
- 2000
- Product Type
- Video
- Course ID
- HLSET
Self-paced Workbook with each video
Component Items
This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.
Meet the Dial Tones
Part of 'Hotlines' series
Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a chord with everyone. They soon discover from their team coaches that they have a lot to learn.
DVD style course with completion certificate only
Conveying a Professional Image
Part of 'Hotlines' series
People in call centres are the window into their organisation. They need to present a professional image over the phone. This program covers the importance of speaking well, welcoming customers and using effective protocols for putting people on hold and transferring calls.
DVD style course with completion certificate only
Building Relationships
Part of 'Hotlines' series
Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers and learn to build rapport and be willing to help.
DVD style course with completion certificate only
Communicating Clearly
Part of 'Hotlines' series
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding.
DVD style course with completion certificate only
Appreciating Human Differences
Part of 'Hotlines' series
People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way.
DVD style course with completion certificate only
Satisfying Customers
Part of 'Hotlines' series
Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alternatives.
DVD style course with completion certificate only
Solving Problems
Part of 'Hotlines' series
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions.
DVD style course with completion certificate only
Handling Upset Customers
Part of 'Hotlines' series
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs.
DVD style course with completion certificate only
Managing Anger and Abuse
Part of 'Hotlines' series
When customers are angry it is important to deal with them effectively and professionally.
DVD style course with completion certificate only
Controlling Call Time
Part of 'Hotlines' series
Staff in call centres need to be able to control call time and manage talkative callers politely.
DVD style course with completion certificate only
Focusing On Results
Part of 'Hotlines' series
It is not enough for call centres staff to have the right manner. They must also focus on results. We all need to know how we are doing and how to improve our performance.
DVD style course with completion certificate only
Staying Positive
Part of 'Hotlines' series
Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team.
DVD style course with completion certificate only
