The checklist is a detailed 3-page performance management / coaching tool. It helps monitor and feedback on the behaviours of superior inbound Telephone Call Handlers, and assist people’s understanding of exceptional standards at each stage of the call.
It can be used:
-
In side-by-side coaching and feedback
-
As a self development exercise
-
In role play situations to give observers a basis to give feedback
The tool breaks down the 6 steps to call handling (or P.A.R.S.A.C. for short):
1. Prepare
2. Answer
3. Reason for call
4. Summarise and confirm
5. Action
6. Close
It offers 4 levels of behaviour with detailed descriptions at each of the 6 steps.
The tool can be tailored to the call handling style of your organisation and used as a basis for motivation and reward, coaching and performance management. It is useful for any staff member who uses the telephone as part of their work.
Format
This product is available to purchase in 2 formats - PDF format version for one-person use or MS Word version for multiple copying rights and permission to amend materials - great for the organisation looking to adopt the product as an on –going training, coaching and performance management tool.
Price
£5 pdf version for individual use
£25 MS Word version for multiple copying / copyright waiver
About the Author
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development.
He has designed training materials for a number of well known companies including esure, R.A.C., Nuffield Hospitals and Mothercare.
Other course materials by the Author include Coaching Game; Management Case Studies; Customer Service, Leadership and Receptionist Diagnostic Tools; Role Play Toolkit.
Bryan has also produced a range of ebooks: Assertiveness and Influencing; Time Management; Present It!; C.V. & Interview Preparation Guide and Receptionist Skills.
