On the receiving end (Vintage)

Making call centres more effective


Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! 
In a fun and friendly way, this video shows you techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach.
It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.


Trainer Tools

  • on the receiving end leaders guide sep 2013.pdf
  • on the receiving end PP sep 2013.ppt


A well-run call centre is an enormous asset to any business. The vital ingredient for success, asso oftenin organisations, is people – their knowledge, skills and attitude. A motivated, properly trained telephone team is worth its weight in gold. Creating such a team and keeping it that way is therefore critical, not least because of the amount of customer dissatisfaction that an inadequate team can generate in the marketplace. A key element of performance in call centresis call productivity: the number of calls handled by any individual in a given period. The more calls handled, the more sales made and problems solved. Some people respond well to this idea. They treat each call as a learning experience and over a period of time become highly competent at handling most customer-based situations. These are the call-centre stars. However, it’s not always that way. Some people allow their attitude to be dragged down by negative comment and, instead of developing improved skills, they become demotivated. The programme based upon On The Receiving End demonstrates a variety of techniques that will help your people make the most of each call and contribute towards a positive approach amongst your entire call-centre team.



Those who work their way through the On The Receiving End training programme will: •Understand the main functions of call-centre telephone work • Know how to assess a customer’s needs • Be prepared for difficult customers and know how to defuse anger • Structure any call to reach an effective outcome • Attempt to add value to all calls • Devise an Action plan to improve their telephone skills.


The target audience

The programme is designed for anyone involved in call-centre customercontact work. People who don’t work in a call-centre, but who do use the phone when in contact with customers, will also find it useful. The ideal group size is eight to twelve.


The course leader

You do not have to be a professional trainer to lead a group through the programme. Line managers will be able to deliver this course with confidence by using the materials and detailed guidance provided.

Phone Communications