ABC Training Solutions

© ABC Training Solutions Ltd Registered as a limited company in England & Wales Company No: 05669729. VAT Reg No: 936 7830 86

training delivery. design and materials



In house training courses in leadership, supervisor skills, customer service, telephone skills, assertiveness, receptionist skills, time management, presentation skills, appraisals, train the trainer and recruitment interviewing. Courses run both UK-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales. Design and marketing of course material and e-books.

Tools and Exercises

What the exercise covers

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.



Format

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.


INBOUND CALL ASSESSMENT CHECKLIST



Product Cover

Costs:

£25.50 inc. 20% VAT

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© ABC Training Solutions Ltd Registered as a limited company in England & Wales Company No: 05669729. VAT Reg No: 936 7830 86

telephone,assessment