On the Receiving End Call Centre Skills (1998)

Film details

Synopsis

Demonstrates the special skills required for successful call centre work. As well as having a competent telephone manner, staff need to cope with the stress of working in a high pressure environment, and meet the dual challenge of repetitive questions and customers who are unfamiliar with conducting business over the telephone. Shows the importance of listening carefully to assess the customer and their needs, controlling the conversation by asking relevant questions and repeating important information to make sure that it has been understood, and spotting opportunities to give added value.

Cast & Credits

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