Telephony Skills

“The contact centre staff have experienced a unique journey. A journey to remember and repeat. It will be different without you.“ Clive Broom, DVLA

Telephony Skills with Hawk Associates
One of the Core Contact Centre Skills, we have been delivering these training courses and programmes since 1998. Some elements have remained the same, whilst others have developed with the greater understanding of Customer Needs.

Typical Content :

  • Aspects of Learning
  • Voice Skills
  • Customer Moods
  • Call Structure & Control
  • Rapport
  • Fact Finding
  • Questioning Skills
  • Listening & Communication
  • Assertiveness
  • Challengers
  • Dealing with Stress
  • Language Skills

To find out more about how our Telephony Skills 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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‘You don’t lead by pointing and telling people some place to go. You lead by going to that place and making a case.’
Ken Kesey.