Hotlines is designed to improve motivation, professionalism, call skills and customer service.
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This series contains the following titles
Appreciating Human Differences
People come from a wide range of backgrounds with a varying range of needs and abilities.
It is essential that cal...
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Building Relationships
Call centre operators are often the first and most important point of contact with the customer.
They need to have...
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Communicating Clearly
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding.
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Controlling Call Time
Staff in call centres need to be able to control call time and manage talkative callers politely.
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Conveying a Professional Image
People in call centres are the window into their organisation. They need to present a professional image over the phon...
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Focusing on Results
It is not enough for call centres staff to have the right manner. They must also focus on results. We all need to know...
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Handling Upset Customers
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Managing Anger & Abuse
When customers are angry it is important to deal with them effectively and professionally.
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Meet the Dial Tones
Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a ch...
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Satisfying Customers
Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alte...
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Solving Problems
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe...
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Staying Positive
Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team.
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A series of 12 videos, each 10-15 minutes long, a self-paced workbook and the Ash.Quarry Productions Call Skills Indicator, a 360 degree feedback assessment tool.
Distributed in the following format(s)
Available in the following language(s)
