Advanced Telephone Skills - DSA Level 5 Diploma

Professional telephone agents: Customer Services, Inbound, Outbound, and B2B / B2C Telephone Sales.

Professional telephone agents will be making between 25 and 100 dials per day and will be comfortable on the telephone, have a good telephone manner and generally have “the right telephone voice”.

It is important for them to be motivated but more important that the potential customer feels successful at the end of each telephone call which means the employer is satisfied with the results.

Or precise formula for rapport in 60 seconds delivers a sustainable, manageable and enjoyable process to the telephone agent so that he/she can maximise all immediate and long term customer requirements.

We will introduce the telephone agent to a career in telephone sales and if they work hard, a unique, level 5 qualification (equivalent to a degree on the QCA National framework) in Advanced Telephone Skills will be theirs based on the following elements of blended learning:

1. Daily call logs over 20 weeks, measuring customer engagement and interaction
2. Online and real time graphical reporting, monitoring and increasing motivation
3. Weekly questions in a shared environment, promoting a culture of openness and personal growth
4. Training reports, increasing awareness of a professional attitude
5. Reading assignments, introducing the concept of continuing professional development
6. Personal “behavioural index”, measuring the telephone agent’s performance over time

In a recent case study, the average improvement in a group of 10 “best” telephone agents was 14.67% over 5 months. At a cost of £1950 per person, our customer benefited from a ROI of 7.5 times plus an improved resource for the ongoing future. AUDIT