All Short Courses

All Short Courses

Our Analytics services make good on the promise that “the call will be recorded for training and quality purposes”. If you have call recordings, we can provide you with Insights.

This series has been designed to be a quick refresher for staff. It can be delivered onsite or via self paced workbooks.

Managing Challenges (Complaints) | Frontline Staff | 1 Hour

This session is designed to be a quick refresher for staff that can be process and provides practical methods to overcome specific issues.

Responding To Complaint Letters | Team Leaders/Managers | 60-90 Mins

Handling complaint letters is a very sensitive area, and needs to be managed with care. This session has been designed to ensure participants respond to customers complaints in.

Responding To Emails | Frontline staff | 2 Hours

This session has been designed to build staff skills in communicating via email.

Schedule Adherence | Frontline staff | 45 Mins

This session has been designed to provide call centre agents with an understanding of call centre dynamics and why schedule adherence is so important in a team environment.

Using Apostrophes | Frontline staff | 40 Mins

This session has been designed to provide staff with an understanding of correct punctuation in written communications.

This course has been designed as an introduction to Project Management and project management principles for non account managers. It uses generic methodologies and processes. Participants will receive templates and tools to help them manage small projects on the job.

Project Management Course | Mid-Level Managers | 8 Hours

This course has been designed as an introduction to Project Management and project management principles for non account managers. It uses generic methodologies and processes. Participants will receive templates and tools to help them manage small projects on the job.

These courses have been designed to provide mid level executives with the tactical management skills needed to adapt operations to changing busienss needs.

Business Case | Call Centre Leaders | 8 Hours

This session is designed to provide participants with the knowledge and skills to build an effective business case, prioritize the solution based on what design elements produce the greatest benefits, and prepare an accurate budget for project implementation. Participants receive templates and tools specifically designed to be used on the job after training has completed.

Change Management | Call Centre Leaders | 8 Hours

Based on change management research this session provides participants with the skills and knowledge to effectively employ change management and write a complete and professional change management plan. Participants receive detailed planning templates, readiness assessments and guidelines for building executive sponsorship and managing resistance.

Controlling Cost | Call Centre Leaders | 8 Hours

This session has been designed specifically for the call centre leader and focuses upon the major areas of expenditure within the call centre. It provides a practical set of tools and templates that managers can use on the job to identify, prioritise, write a case for and plan to improve bottom line results.

Motivating Agents | Call Centre Leaders | 8 Hours

This session introduces participants to motivation theory and discusses the causes and effects of frontline and leader disconnects in the call centre industry. During this session, participants will learn how to identify their current team culture, what is causing this and create a plan of action to improve culture and ultimately reduce turnover with practical strategies.

Quality Monitoring | Call Centre Leaders | 8 Hours

This session introduces managers to the quality monitoring process and commonly used techniques in quality monitoring. It provides practical templates that can be used to implement or improve an existing quality monitoring process and link it into training and recruitment practices. It also covers common implemetnation issues and ways to overcome them.

Training | Call Centre Leaders | 8 Hours

This session is specifically designed for non training professionals responsible for a call centre operation. It introduces a strategic approach to training from both a bottom up and top down perspective and provides participants with tools and templates that can be used to implement or improve training within the call centre environment.

This series has been designed to meet the needs of staff working in mid to high level sales environments.

Account Planning | Account Managers/Executives | 4 Hours

It can be daunting for a new Account Manager or Sales Executive to receive an annual or a quarterly target. This course helps Account Managers / Sales Executives to identify, plan and break down their quarterly or annual targets into into daily / weekly sales activity. Participants receive templates and processes to assist them developing plans once the course has completed.

Presentation Skills | Account Managers/Executives | 1 Day

This course has been designed for Account Managers/Sales personnel that need to deliver a professional, compelling and winning presentation. By the end of this course, participants will have delivered a presentation in a group setting,

Proposal Writing | Account Managers/Executives | 4 Hours

“This course is designed to enable sales representatives to re-evaluate their effectiveness in producing proposals and responses to tender invitations and to improve their success rate by presenting winning proposals for new business. The course will build on existing personal selling skills to emphasise practical tools and techniques to help improve the writing skills of sales representatives and managers by focusing on the needs of the reader.

Reading Company Balance Sheets

“Why should you care about financial statements? In this course you will learn how to:

  • Make and defend your proposals in dollars and cents
  • Speak a new language – Executive goals are usually expressed in dollars, and they’re relayed down the ladder to the rank and file. Professional Salespeople must be reasonably fluent in it.
  • Communicate to senior level and financial decision makers within the account.
  • Improve your reputation as a knowledgeable advisor. Speaking in financial terms when the occasion calls for it, gives you a reputation as a “bottom line” speaker, which higher managers will warm to like a cold dog to a hot stove.
Strategic Selling | Account Managers Sales/Executives | 2 Days

“Selling Services and Complex Products requires a new way of selling. The sales person’s role includes business consultant and project management responsibilities. Shifting from a push-sell to a solution mindset and working in the language of the customer are key success factors. This programme develops the skills required to successfully sell in such an environment which may also have the additional complexities of a project team approach to selling, multiple points of contact with the client and multi functional support within the organisation. The programme, which requires existing sales experience and an understanding of the sales cycle, helps develop a consultative sales style, underpinned with sound business acumen, good organisational skills and the ability to clearly communicate at all levels.

Territory Management | Account Managers/Executives | 8 Hours

In recent years, key (or strategic) account management has become a crucial issue for many companies. Driven by some form of 80/20 rule:

  • 80% of current or potential revenues come from 20% of customers
  • Many firms have come to realise that these customers must be treated somewhat differently from the average customer.

This course covers Key Account theory, CRM theory and Account Analysis. By the end of this session participants will have analysed their accounts and designed a strategy to manage them. This course can be delivered in a day long session, or broken down into 2 half day sessions.

This series has been designed to provide agents with customer service and sales skills needed to produce fast results.

1-to-1 Persuasion (Outbound Sales) | Frontline Staff | 4 Hours

Is outbound really that different from Inbound selling? Absolutely. It requires a different mindset and a different set of skills, at least for the first minute of the call. At the same time, many companies are calling on existing or previously active customers. This adds a dynamic which prevents telesales staff from using aggressive cold-calling techniques. This IGNITE session provides a complete formula for mastering all the dynamics present when a telesales agent makes a call including the sales process, consumer psychology, attitude and communication skills.

Call control | Frontline staff | 4 Hours

This session has been designed to provide participants with the skills required to politely control a call to achieve their call objective. It is delivered interactivitly with activities and role plays and provides particiapnts with practical tools that can be used back in the workplace.

Communication Skills – Tools of the Trade | Frontline staff | 4 Hours

This session provides participants with a better understanding of how to their voice effectively and a number of strategies and tactics they can use to develop it. Participants take home a set of tools that can be used to overcome common speaking issues including overcoming accents, tonal issues, vocal cord strain and negative language.

Credit Management | Frontline staff | 4 Hours

This session provides participants with an understanding of why people don’t pay, the success rates for collections at different stages of the process, how to progress through the steps of the collections call, how to influence customers to make an agreement, and presents a number of strategies and tactics they can use to develop collections skills.

Customer Service | Frontline staff | 4 Hours

This session provides participants with a practical strategies and processes used to deliver customer service excellence. It covers a structured approach to delivering service, positive language and phrases and delivering bad news positively.

Generic complaint handling | Frontline staff | 4 Hours

This practical and interactive handling customer complaints training session will help develop the range of professional interpersonal and communication skills required to deal with customer complaints confidently. Practical examples, role-plays, self-appraisals and discussion forums are used to enable delegates to develop the skills to ‘think on their feet’ and leave the customer reassured.

Managing Objections | Frontline Staff | 4 Hours

This is a practical hands on workshop in which participants are introduced to the main types of sales objections they will receive, a process to manage them and then workshop and practice responses to the main types of objections they encounter. Participants should prepare for this session by listing all the objections they would like assistance with in the days leading up to the workshop.

Motivation and Teamwork | Frontline staff | 4 Hours

This practical session is designed to introduce current thinking about what makes for great teams and teamwork; stages of team development; working with other teams and managing conflict across teams.

Problem solving | Frontline staff | 4 Hours

This session is designed to introduce participants to problem solving techniques that balance customer demands with company policies. It specifically covers:

  • Steps to Problem Solving
  • When you have to say no
  • Selective Agreement
  • Behavior styles of customers
  • Hooks that evoke a response
  • Defusing skills
  • Dealing with personal stress
Questioning and Listening Skills | Frontline staff | 4 Hours

This session is designed to provide participants with a practical approach to information gathering from a customer. It covers the skills and knowledge required to effectively question, listen and interpret non verbal cues to identify customer’s emotional and physical needs.

Responding to Complaint Letters | Frontline staff | 4 Hours

This practical session is designed to develop participant skills to:

  • Understand what the customer needs from a letter
  • Respond in writing to complaints when at fault, when a concession should be made or when a position must be maintained
  • Determine what phrases sound tactful and diplomatic
  • Ask for things without starting a long sequence of replies to replies
  • Give bad news – being up-front and empathising
Sales as Service (inbound sales) | Frontline staff | 4 Hours

This session begins with an introduction to the Call Flo, communication skills and a series of sections that reframe selling as being in the best interest of the caller . After all, if a customer needed a product to solve a problem, and you offer that product, but failed to mention it, all you did was provide lousy customer service! Using activities and exercises participants work through the four sales tools the salesperson has to manage the sale – Communication Skills, Attitude, understanding of why people buy and the call handling process.

Speaking skills | Frontline staff | 4 Hours

This session is designed to help frontline staff fine-tune their phone manners and choose the best words for every customer interaction.

Structuring your calls (Call Diamond) | Frontline staff | 4 Hours

This session is designed to provide participants with a structured framework to manage a call. It uses role plays and activities to translate the concepts into demonstrated application of call handling skills in an inbound scenario.

Time Management | Frontline staff | 4 Hours

This session is designed to provide a process that frontline staff can use to structure, plan and prioritise their day.

Writing Emails | Frontline staff | 4 Hours

This session is designed specifically to develop skills for staff that interact with customers via email. It covers structuring the email, grammar, positive language and checklists for answering emails.

This series has been designed to provide agents with customer service and sales skills needed to produce fast results.

Benchmarking your centre | Team Leaders/Managers | 8 Hours

Best practice has become an often quoted mantra in the call centre industry, however, what do you do when the “best practices” benchmarks don’t always agree? This session introduces managers to best practices, ways to identify benchmarks that provide an apples to apples comparison and introduces a benchmarking process that enables managers to focus upon the customer experience.

Call Centre Industry Overview | Team Leaders/Managers | 4 Hours

This session introduces call centre history, industry, trends, an overview of technology and statistics to provide leaders with a sound understanding of the industry they are in and plan for future trends in customer interaction.

Call Centre Metrics & reporting | Team Leaders/Managers | 4 Hours

This session focuses on how to prepare information for effective call center reports. Call center managers who prepare, analyze, or apply information need the tools and background to implement a reporting system. The session prepares participants to use practical, real-world tools to report upon performance.

Coaching and Developing Staff | Team Leaders/Managers | 4 Hours

This session is suitable for any manager or team leader who manages staff directly and wishes to master the essential techniques of coaching specifically in a contact centre environment. It focuses upon how and what to monitor, how to document the observation results and how to conduct the coaching session with practical tips, take home references and classroom activities to assist the transfer of learning onto the job.

Coaching for Success | Team Leaders | 4 Hours

This session is a refresher for those managers and team leaders that already coach staff. It focuses upon challenges that are typically experienced in a coaching environment and develops participant skills in managing specific scenarios with specific exercises and reference materials that can be used to improve staff performance immediately.

Continuous improvement | Team Leaders | 4 Hours

This session is designed to provide Team Leaders with a range of tools that can be used to improve team performance and introduce change and innovation into their teams.

Creative Problem Solving & Decision Making | Team Leaders/Managers | 4 Hours

Innovation and creative problem-solving is about breaking new ground to achieve individual and team goals. In this session, students learn a systematic approach to combining and sequencing tools and techniques into a powerful innovation and creative problem-solving process. Students will practice each new technique with real life problems needing innovation and creative problem-solving.

Data Gathering and Analysis | Team Leaders/Managers | 4 Hours

The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process. Attendees will learn where to look for data and how to scrutinize the data to make sure it’s appropriate to feed into the forecasting process. The class will review mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be discussed.

Develop Teams and Individuals | Team Leaders | 4 Hours

This session covers the skills and knowledge required to determine the needs of both individuals and those for team development. It specifically covers the learning process, learning styles and ways of facilitating to cater for different learning needs.

Developing Quality | Team Leaders/Managers | 4 Hours

This session covers the topic of service quality and how to identify, improve and manage quality within a team environment. It covers consumer demands and practical methods used to develop a quality call centre.

Influencing and Negotiating Skills | Team Leaders/Managers | 4 Hours

In this session, participants examine their current influencing and negotiating style and will be introduced to a wide range of tools and techniques to enhance their personal effectiveness. This interactive workshop enables participants to practice advanced communication techniques, develop sophisticated win-win negotiation strategies and develop their sphere of influence.

Keeping Talent | Team Leaders/Managers | 4 Hours

One of the most quoted key challenges experienced across the world in the call centre industry is retaining and keeping valued staff. This session introduces motivation models, danger periods for staff leaving and practical ways to retain staff and reduce turnover. It is specifically designed for the call centre.

Leadership (People Management) | Team Leaders/Managers | 8 Hours

This one day session provides an introduction to the key concepts of communication, counselling, teams (including self directed teams), teamwork, team building, leadership style, individual and team motivation, performance, and delegation. It covers both the essential theory and practical skills for successful leadership of teams.

Leading innovation and Change | Team Leaders/Managers | 4 Hours

This session is designed to introduce change management theory, concepts and tools to the frontline manager and provides a set of reference tools to support the implementation of change back into the workplace.

Managing Culture and Values | Team Leaders | 4 Hours

Management vision and values, history, size, physical characteristics, and industry all contribute to the creation of an organization’s culture. The structures and processes created within each culture influence the behavior of individuals working within it. While leaders in one culture may thrive; others barely survive. This session asks such questions as:

  • What behavior is my organizational culture affecting?
  • What impact does my organization’s culture have on its strategy?
  • How can I influence the culture of my organization?, and
  • Does culture survive in an era of mergers and acquisitions?
Managing Performance (Mgr Ess) | Team Leaders | 4 Hours

In this session participants will learn how to identify performance management and understand the importance of creating a performance management plan. It specifically covers:

  • Understanding performance management
  • The Performance management plan
  • Identifying performance expectations
  • Call Centre KPIs and resultant behaviours
  • Matching Job descriptions to performance expectations
Managing Projects | Team Leaders | 4 Hours

Project Management For Non Project Managers is the answer to developing the organisational and interpersonal skills needed to manage a project from the strategic stage through to completion. It takes a practical ‘how to’ approach to teaching skills and techniques which participants will be able to use back on the job. It is specifically designed for call centre leaders responsible for managing projects within the call centre.

Operational Management | Team Leaders/Managers | 4 Hours

This session introduces partiicipants to the three critical areas of call centre management – technology, process and people. It is designed for the front line team leader and it geared towards the critical aspects of a team leader role.

Sales Success – Effective Targetting Toolkit | Team Leaders/Manager | 8 Hours

This one day session is deisgned specifically for managers and team leaders in a sales environment. It introduces target setting and performance management concepts in a sales environment and provides tools and templates that can be used on the job.

Safe at Work | Team Leaders/Managers | 4 Hours

This session is designed specifically for the call center environment. It covers the legislative and legal responsibliity of employers and employees to provide a safe and healthy work environment in the call centre. Participants receive a checklist to identify, prioritise and manage OH&S hazards back in the workplace.

Sustaining the learning | Team Leaders | 4 Hours

This session is designed to introduce non training staff to the learning and memory retention process. It specifically covers memory retention, adult learning principles and reinforcement.

WorkForce Management Principles | Team Leaders/Managers | 8 Hours

The most critical step in the workforce management process is the first one: forecasting call center workload. Without a solid forecast in place, the best staffing designs and schedule plans just aren’t relevant. While forecasting approaches range from simple gut feel to complex mathematical modeling, there are several that every call center manager should know about. This session reviews the most popular techniques used for forecasting and the advantages and risks of each. Attendees will learn about the step-by-step approach used by most call centers called time-series analysis, including a case study and an exercise to complete after the class. Tips will be provided on forecasting short-cuts and when to use them.

Benchmarking your centre | Team Leaders/Managers | 8 Hours

Best practice has become an often quoted mantra in the call centre industry, however, what do you do when the “best practices” benchmarks don’t always agree? This session introduces managers to best practices, ways to identify benchmarks that provide an apples to apples comparison and introduces a benchmarking process that enables managers to focus upon the customer experience.

Call Centre Industry Overview | Team Leaders/Managers | 4 Hours

This session introduces call centre history, industry, trends, an overview of technology and statistics to provide leaders with a sound understanding of the industry they are in and plan for future trends in customer interaction.

Call Centre Metrics & reporting | Team Leaders/Managers | 4 Hours

This session focuses on how to prepare information for effective call center reports. Call center managers who prepare, analyze, or apply information need the tools and background to implement a reporting system. The session prepares participants to use practical, real-world tools to report upon performance.

Coaching and Developing Staff | Team Leaders/Managers | 4 Hours

This session is suitable for any manager or team leader who manages staff directly and wishes to master the essential techniques of coaching specifically in a contact centre environment. It focuses upon how and what to monitor, how to document the observation results and how to conduct the coaching session with practical tips, take home references and classroom activities to assist the transfer of learning onto the job.

This series has been designed to develop retail staff skills to produce an immediate improvement in customer satisfaction.

Delivering service to the visually impaired | Retail Staff | 4 Hours

This session has been designed to assist retail staff dealing with visually impaired customers.

Retail Staff Communication skills | Retail Staff | 4 Hours

This session has been designed for staff servicing customers in a retail/shopfront environment. It covers communication skills, body language and managing the phone and counter customers professionally.

Retail Staff Managing challenging situations | Retail Staff | 4 Hours

This session has been designed for staff servicing customers with issues in a face to face environment.

 

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