Defining Call Standards:What a Call Should Sound Like (Web Seminar):

This 90-minute seminar outlines the key elements for defining call standards for some of the call components most difficult to measure and score. Hear about how to define standards for vocal qualities, emotional elements, call control and more.

Dates: August 9, September 28

It's not just what you say, it's how you say it. The customer's overall impression of a call is based not just on the right words, but the overall "feel" of the call which is heavily influenced by vocal techniques and mannerisms. Unfortunately, these vocal elements like voice tone, call control, and demonstrations of emotions like empathy or enthusiasm are harder to define and measure. This session tackles defining these "soft skills" standards to enable more objective and effective call reviews.
Seminar attendees will learn to:

- Identify vocal behavior descriptions that are objective and measurable.
- Describe ways to define vocal delivery elements such as rapport building or call control.
- Define challenging call standards like voice tone, quality and empathy.
- Assemble a coaching session planning quide.
- Incorporate definitions into a comprehensive Quality Standards document.

Price: $300.00

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.
08/09/2012 01:00 PM
09/28/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122