Making Every Call Count  

The way your company deals with telephone calls is crucial – it’s so easy to make the wrong impression. Making Every Call Count highlights how to make great outbound calls, and how to make the most of every inbound call. This realistic drama video is divided into two parts and follows several different people – a receptionist, a field sales person, a sales administrator, an area office manager and an IT manager – being coached to improve their skills and behaviours.

Part 1 deals with the behaviours necessary to effectively handle and respond to inbound calls, while Part 2 considers more complex calls and outbound calls.

Use Making Every Call Count to ensure your staff:

• Understand and can demonstrate the key skills, actions and behaviours required to manage an inbound telephone call effectively
• Know the stages of an inbound call
• Have greater confidence and skill when handling difficult calls
• Understand how to manage distressed or angry callers and how to deliver bad news effectively
• Know the stages of an outbound call, and can demonstrate the required skills and attitudes.

Price: £985.00 + carriage + VAT

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