Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.
A Program to change the way a company works by using ‘Outsourcing’ as a tool to achieve a rapid, sustainable, radical improvement in performance across the enterprise
Effective Tele-Service Skills Workshop
The ETS course introduces customer service professionals to the essential and fundamental soft-skills elements associated with superior customer service. It consists of four modules, teaches participants basic skills such as communication, customer and call management, and professional customer service principles
Essential Tele-Sales Workshop
The Workshop deals with principles, methods and skills in the outbound calling environment that needs to be recognized, learned and practiced. The workshop focuses on the secrets of excellent outbound calling to achieve objectives, goals and targets
Advanced Tele-Sales Skills Workshop
The Workshop introduces advanced concepts of customer service and extends the standard soft skill fundamentals, in aiding the Customer Service Professionals to exceed and delight the customer
Advanced Tele-Sales Workshop
Developing the communication skills, analytical skills and strategic intent of the outbound professionals are vital for the success of support technicians. Understanding these competencies increases productivity reduces stress and improves morale. The Workshop consists of six support modules made of learning objectives designed specifically for senior outbound contact centre professionals.
Contact Center Management Workshop
The CCCM course will create for Team Leaders, Operations Managers and Operations Directors an encompassing understanding of the essential and fundamental skills in EFFECTIVE Contact Center Management in a Knowledge Based environment. CCCM is competency based and embodies 10 Modules built around 70 key learning steps spaced out effectively throughout 3 days. Participants will master these through a combination of lecture, role plays, and group learning activities, self assessment and action planning.
Coaching For Improved Performance
This Workshop focuses on assisting participants to understanding the concepts of coaching and their roles in driving performance of CSR. They will learn the followings about coaching:
• Know why, what and when to coach
• Be able to structure a coaching session
• Be able to give positive and constructive feedback
• Be able to set and monitor development goals
• Understand the barriers to coaching
Managing and Improving Contact Center Productivity
The primary objective of the workshop is to provide New Professional Contact Centre Managers with a methodology for Managing their contact Centre by the numbers. They will acquire skills of analyzing and develop strategies to improve performance and productivity of the CSR and the contact center. They will also learnt skills to managing performance and build a high performing team.