The Reality of Contact Centres

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Top Tips for Contact Centres for 2023

In this episode, Bob Morrell and Operations Manager of Reality Training, Ann Harris, present their top tips for 2023. If you work in contact centres, you are an advisor, a team leader or a manager, this episode is a short, sharp set of strategies to monitor and work on. 2023 will be a challenge – this podcast will help you.  

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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Part 2 of Leadership Styles, if you’re a manager, or you’re managed identifying these styles will help everyone. 
In this episode we look at pace-setters, transactional leaders, and coaching leaders, which one are you, or are you managed by? A valuable 10 minutes for anyone in a contact centre. 

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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What are the different types of leaders? In this new, short podcast, we look at 3 main types. We assess democratic leaders and consider if it really works, we look at autocrats who direct things their way, and we talk about charismatic leadership. What type of leader do you currently have? Or what sort of leader are you? Listen and learn about leaders!

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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How do you become a coach after this podcast episode?

The answer is you begin to become one and then you’ll be inspired to practise, reflect, practise.

Whether you are new to coaching in a contact centre, or experienced, you’ll come away with a simple 3 step formula to coach skills and behaviours.

You’ll get two brief demonstrations, one in coaching skills and the other in behaviour. You learn the difference and see why you need to know what you are coaching and why.

Learn from two trained and experienced coaches who try to make coaching simple and not something that needs to take a long time or be complex.

If you need a quick and simple boost of your skills, or a reboot, this episode is made for you.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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How do you sell your products or services? Which features do you use to explain the value to the customer? This short podcast explains what a VAP (Value Added Proposition) is, and how to use them effectively. This is the secret to getting across the value, and you need to understand how to use them and practice creating them. This podcast follows perfectly our CCF on Questioning Skills. 

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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Working in a Contact Centre, we want our customers to say yes and buy. Sometimes we need to use some techniques to help them arrive at that decision. In this podcast we discuss a number of the most common ways to ‘close the sale’ and present a couple of alternatives you may not have considered. Most of us use the same type of close (which there is nothing wrong with) but there are other options. In a few minutes you can enhance your closing skills and also your results! This podcast links to our previous one on Objection Handling – good subjects for a coaching or training session!  

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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This is the subject we get asked about the most. How do you deal with a price related objection? We give you 2 techniques that are proven to work. These give you more confidence in your prices and the value you are selling.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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The World of Compliance and Language: Working in a contact centre the compliance department will be constantly wondering about what you are saying to customers and judging if it is compliant or not. In this short podcast we talk about the nuances of language and challenge compliance thinking. Have a listen and consider if what they’re telling you is right or wrong in terms of language, is actually okay?

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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Most of us don’t ask enough questions. Many of us ask the same questions. Sometimes we ask very dull questions, and often these questions add little of nothing to the conversation. If we can develop the right questioning skills, and continue to create great questions and deeper, more illuminating discussions with customers then we’ll sell way more. That engagement requires an understanding of question types and habits. This short podcasts is a must for advisors, agents and managers – what questions will yield you the best engagement? 

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

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As a Sales leader, or Team Leader, you will be running several types of meetings – and this short episode focuses on Sales Meetings – the best type of meeting you can have, and how you can make them dynamic and effective. Crammed with tips and perspectives, you will soon be delivering inspirational, motivational sales meetings on a regular basis! 

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.