Elaine Oakes Director of Training. Elaine started her career as a Trainer for British Airways and she has been developing Training Programmes for Base Connections and their clients since 1997.
The Training Programme has been developed over a number of years and used not only to help grow our own company but also to deliver to companies wishing to increase performance, be it customer service, management, telephone skills, or training your trainers.
Where necessary, we tailor the courses for the specific requirements of your company. The course content will be driven by the particular technique or behaviour you wish to change and develop, which we would need to build with you.
Accelerated Learning techniques are used as an interactive type of learning where as many as possible of the trainee’s senses are used. These activities engage the trainee whereby they are involved in actively finding solutions so that where possible the learning is awoken from within them which is very motivational. This encourages them to retain what they have learned and not leave it behind in the training room!
Base Connections was one of the first employers to sign up to the Skills Pledge, on the day it was launched in June 2007 in addition to being the first Contact Centre to pledge their support. By making the Skills Pledge, employers commit to support their staff by investing in their development and training. Base Connections is investing in the skills of their people to achieve the company goal which is:
To keep our clients and for them to recommend others to use our services and to keep our staff and for them to recommend others to us.
The event was hosted by the Skills Envoy, Sir Digby Jones, pictured here with Annetta Snider, Director of Base Connections and attended by the then Chancellor of the Exchequer Gordon Brown and many other representatives of leading industry and government bodies.
Key Minutes of a Call
The objective of the course will be to provide the telephone marketing person with a structured process around which to frame a call and meet their end objective. It will cover:
· The importance of motivation and the impact on achieving results
· Create a good first impression with your opening sentence
· Gain both the Receptionist’s and the Decision Maker’s attention
· Use a sequence that will allow you to gain the sale by establishing needs and
matching accordingly
· Discover the best way of asking the questions that will maximise the
information you are given
· Recognise buying signals
· Welcome objections and overcome them
· Close for the appointment
· Role Plays will be interspersed throughout to enhance the learning
A visual structure is given to each person to act as a prompt that they can refer to during the call. The aim is to allow the staff to view situations through a prospect customer’s eyes, to enable them to gain greater satisfaction from their job and handle the prospective customer suitably.
During role-play the group will be able to work together with facilitation by the trainer. The session will be interactive with the trainer soliciting feedback from the group following each role-play session.
To request a case study on our training programme please email ari@baseconnections.co.uk
or telephone 0870 0131100
