Induction Training

Induction Training at Contact Centres is a critical element of a successful launch or for existing Contact Centres it is a key part of consistent quality and service level. We have over 15 years experience of developing the training for inductions, delivering it and providing the initial live support to ensure trainees can implement their skills quickly and with confidence.

We have also provided Induction training for new products and services and when for when companies have increased headcount and their internal training resources have been overwhelmed.

An example of the content of courses and programmes that we have delivered in the past is shown below. However, all programmes are designed to meet the specific needs of each customer.

OrientationInduction Training with Hawk Associates

  • How We Learn
  • Experiential Learning
  • Learning Styles
  • Comfort Zones
  • Needs and Expectations of Customers
  • Service Excellence
  • Lost for Words Service

Call Skills

  • Voice Skills – pitch, pace, tone, volume, articulation, energy
  • Call Structure
  • Call Control
  • Team Approach
  • Phonetics

Other Relevant Skills

  • Positive Mental Attitude
  • Rapport
  • Assertiveness
  • Language Skills
  • Challengers
  • Customer Moods
  • Dealing with Stress
  • Identifying further Training Needs
  • Action Planning

To find out more about how our Induction Training course can benefit your organisation and be tailored to suit your exact needs, talk to us today on 01558 668878 or click below to arrange a call back.

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‘Education is the mother of leadership.’
Wendell Willkie