Call Centre Training

Introduction

Your people are the key to your business success; spending time on developing them will ensure that you stand out from the crowd. It will make a difference to how your customers perceive you and ensure that your people feel 'valued' in a demanding and ever-changing industry.

Prodant are experienced in providing effective and unique call centre training solutions tailored to your business needs. We take time to understand your culture, products and services as well as getting to know the demands of the customers you do business with. Our training is fun, relevant and motivational. But most importantly it works, ensuring you benefit from increased performance, improved customer satisfaction and a skilled and motivated workforce.

Prodant has developed a unique methodology to drive effective skills and behaviour for all collections and sales agents. This methodology has been developed in conjunction with our clients and has evolved in to an effective and valuable resource to continuously improve performance. For more information on the five star agent performance framework, contact us now at

Induction Training

Introducing new people to your business can be expensive and time consuming, but an effective induction training programme is vital if new recruits are to understand how important they are to the company and its success.

Our experience of delivering dynamic learning solutions ensures that all the key induction elements are covered, delivering focused and capable individuals into your business.

Collections Training

Receiving your money on time is crucial to all businesses. Delayed payments can result in extra work, increased provision charges and poor cash flow – ultimately impacting the profitability of the business.

At Prodant we specialise in developing individuals to be effective collectors. Our training and consultancy team are experts in this field. We have worked across the financial services spectrum as well as in Utilities, Telco and local government to improve collections techniques at individual and team level.

Our proprietary collections methodology can be applied to any collections business and ensures a structured approach to delivering measurable collections improvements. The methodology will compliment your existing processes as well as being an effective stand alone collections approach. Available on licence or as part of a wider training engagement, our solutions will match your needs. To talk through those needs, call now on 0845 0041060, or drop us an email to .

Sales Training

Business growth is critical to your success. The sales channel is a key element of any business and the skills of the people involved can be the making of your business. Your sales team need to deliver on targets. Attitude of the sales force is a key driver of continuously exceeding sales expectations. The sales team must want to sell. How they behave when speaking to potential prospects is critical to your continued success.

We work with the sales team and customer service agents to recognise what it takes to be a good sales person and more importantly what they can do themselves to maximise their sales opportunities. Working in sales is often perceived to contradict an individual's values and beliefs. To help dispel this perception we have developed our own methodology which proves you don't have to be a tyrant to be an effective sales person.

Customer Service Skills

When dealing with customers over the phone problems can arise which, wouldn't normally be encountered face to face. Expectations of service increase across all industries as customers demand more and more from their service provider. One poor experience over the phone may be enough reason for a good customer to leave.

Due to Prodant's experience of call centres we are able to provide unique training sessions which develop and inspire individuals through discussion, formal input, role play and dynamic learning methods including accelerated learning techniques. Delegates are supported to explore customer service solutions in a safe environment that they can then take back to the work place and use.

Coaching

Often team leaders are referred to as coaches. They are required to develop, inspire and lead their team whilst juggling their own team manager demands. But invariably these team leaders have often received little training or support themselves in the art of being a 'good coach' and the skills required. Therefore they often feel unsupported or ill-prepared to deal with common coaching situations.

Our training team are skilled coaches, having developed their skills within various call centres and therefore we understand the need for coaching and the importance it plays in motivation, performance and attrition levels. At Prodant we offer group or one to one session to develop exceptional 'coaches' within your business. We offer ongoing support where required as we recognise the importance of the coaching role and the positive impact it can have if done well.