Core Competency Skill Areas

<h3>Core Competency Skill Areas Overview</h3>This course covers five core competency areas in which agents are monitored. You will learn about the communication skills that affect agents' call fluency and delivery, and the steps agents use to build quality business relationships. You will also learn the components of proper telephone dialog guide adherence. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module, you will be able to:</b> <ol> <li>Define the four core competency skill areas in which agents are supervised. <li>Discuss how the core competencies assist agents in communicating telephone dialog guides effectively and productively. <li>Explain the four call handling core competency skill areas. <li>Describe the differences between personal and business conversation. <li>Discuss how agents use the four steps of conversation to move Decision Makers through a business conversation. <li>Coach agents to develop a conversational speaking style. <li>Explain the components of verbal communication that affect agents' fluency and delivery of telephone dialog guides. <li>Explain how mirroring communication mannerisms can build quality business relationships. <li>Explain the importance of agent telephone dialog guide adherence. </ol> <h3>Course Outline</h3> <ol> <li><b>Effective Call Fluency and Delivery</b> <ul> <li>Professional Language Patterns <li>Vocal Qualities <li>Listening Proficiency </ul> <li><b>Call Handling: Conversational Steps</b> <ul> <li>Components of Conversation <li>Personal Conversation <li>Business Conversation </ul> <li><b>Call Handling: Telephone Dialog Guide Adherence</b> <ul> <li>Adherence Checklists <li>Conversational Control </ul> <li><b>Building Business Relationships</b> <ul> <li>Communication Patterns <li>Business Atmosphere </ul> <li><b>Call Managemen</b> <li><b>Activities and Test</b> </ol>