Category: Tools and Exercises
A detailed 3-page performance management/coaching tool that helps monitor and feedback on the behaviours of superior inbound Telephone Call Handlers, assisting understanding of exceptional standards at each stage of the call.
The tool breaks down the 6 steps to call handling (Prepare; Answer; Reason for call; Summarise and Confirm; Action; Close) and offers 4 levels of behaviour, with detailed descriptions at each stage. The tool can be tailored to the call handling style of your organisation and used as a basis for assessment,motivation and reward, coaching and performance management. Useful for any staff member who uses the telephone as part of their work.
N.B.: This product also features in our Telephone Skills course material.
Microsoft Word version. Copyright waiver rights are included. This means that the product may be amended if required. Products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential).To pay by cheque or be invoiced, download our order form from Terms of Business.