Effective telephone skills are essential in every organization, whatever the size, and it is easy to see why. The impression that your prospects and customers have of your company is largely based upon the level of customer service they receive over the phone and it can determine whether your business thrives or fails. Employers who ensure their staff are thoroughly trained in telephone skills can deliver excellent customer service and reap the rewards in terms of increased satisfaction, a positive reputation and long-term customer loyalty. Now, the best way to develop these telephone skills is by practising them, however, this has its challenges, if you allow it to happen during “live calls” it puts pressure on the employee and mistakes can be made, often resulting in lost business. If your staff role-play with each other using your telephone system, it can be difficult to setup and generates unnecessary telephone bills. and if they just sit back to back it lacks any sense of realism. At PhoneCoach, however, we have the perfect solution to develop telephone confidence and skills. We would like to take a few minutes of your time to introduce you to our unique and highly effective, role-play recording system. Whether you’re an in-company trainer or an independent trainer PhoneCoach gives you a range of solutions to really add value to every training session. PhoneCoach consists of a number of cordless phones, that work independently of your telephone lines and a laptop that monitors and records the calls. It is the ultimate telephone skills trainer’s dream making training sessions professional and realistic whilst giving delegates the opportunity to listen to their calls and build their confidence and skills before speaking to real customers. There is nothing more terrifying than ‘new starters’ being thrown in at the deep end without any understanding of the calls they will be facing and now they do not have to. PhoneCoach is available as a 2 phone simulator – for one to one coaching and as a 6 or 12 phone system enabling you to train large groups with no-one having to wait their turn. PhoneCoach records every call simultaneously so you, as a trainer, can monitor them all, in a single session identify those who need extra help and those who are performing well. Every delegate can instantly listen back to their calls allowing them to pinpoint their own development needs thereby rapidly accelerating their learning. What’s more, with the PhoneCoach system trainers never has to worry where the training takes place as the equipment is extremely portable needing only a single power socket to operate, and it can be set up in a minutes. Delegates can be up to 20 meters from each other so you can put your callers and receivers at different ends of the room, or even next door to each other making it even more realistic. PhoneCoach is currently being used by trainers and training companies all over the world, delivering highly effective telephone skills training in every relevant industry sector including: financial services, the automotive industry, government, retail, counselling services and training organisations. All of our clients agree that PhoneCoach is the most effective and convenient way to deliver telephone skills training. Shaun Gallagher, Training and Development manager of Vertu Motors recently said the following: “As motor retailer we have an average of 15000 outbound sales calls a week and receive about 4000 inbound. Handling the phone enquiry effectively is therefore critical to our success. The kit provides a fantastic transportable facility to train staff, listen back, give feedback, then practice, drill and rehearse until we get it right” Will Cauldwell, Learning and Development Manager, of Co-op Bank, explained how PhoneCoach has assisted in their induction process: “Our New Starter induction was at a review stage and we were looking to improve the core skill sets of call handlers before speaking to real customers. The kit allows us to provide sign off activities as well as coaching and development. It replicates the working environment so they get a real feel for the role and technology they will use following induction. Call efficiencies for new starters improved by 20% but with no increase in the training period. We are delighted with the tangible
business results” So, as you can see, PhoneCoach can have an immediate impact on the effectiveness of any business providing a tangible return on investment. PhoneCoach can be purchased, or rented, and if you call us today on the number below you can take advantage of our incredible trial offer allowing you to experience the many benefits of PhoneCoach for yourself or arrange a free demonstration. Remember, highly trained call staff will undoubtedly result in increased business, customer loyalty and a reputation that you can be proud of. So don’t delay, call us today.