Why Empathy Training? Organisations involved in offshoring and outsourcing are finding that Empathy (or rather a lack of it) is now the number one communication challenge they face. Accent and cultural issues aside, the ability to demonstrate empathy and form an emotional relationship with your customer are hurdles that call center agents in countries such as India are finding difficult to master. Where call center staff in South Africa or Ireland are immediately able to demonstrate empathy with callers, this does not come naturally for call center representatives in India.

The ability to empathise with your customers and put yourself in their own shoes is a key skill for call center staff dealing with customer queries and sales. Too often, laboured language or a robotic and monotone voice is interpreted by the customer as demonstrating a complete lack of empathy and emotional bond.

IBA Global’s Empathy Training is designed to ensure that your call center representatives demonstrate empathy, as well asbuild rapport and trust with your customers. Our Empathy Training courses will enhance the communication and, most importantly, the listening skills of your employees in order to maximise the customer experience. Whether online or face-to-face, whether extensive long-terms training or one-day workshops, IBA Global’s Empathy Training will deliver a long-lasting impact for your organisation.

Benefits

An IBA Global Empathy Training course will provide your offshore personnel with the ability to:
- Enhance your customer experience and satisfaction
- Build empathy, rapport and trust as well as strengthen relationships with customers and
 colleagues through more successful communication
- Communicate more efficiently and effectively with customers and colleagues by reducing first
 language influenced accent

Who should attend

An IBA Global Empathy Training course is suitable for:
 
- Front-line Offshore Customer Support Representatives
- Offshore in-country managers
- Offshore BPO personnel
- Non-native employees located in your offices

Course Content

All of IBA Global’s Empathy Training courses are designed to meet the specific needs of our clients depending on their personal/organisational requirements and existing skills set. An Empathy Training course includes:
- Using the right predicates of speech to enhance communication
- Knowing how to match and mirror your clients in order to create immediate rapport
- Understanding the representational system in order to know a client’s communication 
 preferences
- Effectively using body language to create rapport and enhancing your sensory acuity in order
 to read situations and therefore guide communication in a mutually beneficial way

Approach

Training is available worldwide via face-to-face instruction or one of our many e-learning and virtual learning platforms. Using a combination of published and IBA Global-unique materials and methodology, we design and deliver programmes that will meet the needs of you and your organisation.
We offer a variety of training formats for your Empathy Training course – from intensive weeklong courses, to extensive modular lessons. Appropriate formats will be discussed during your diagnostic consultancy.

Your Empathy Course Trainer

All IBA Global Empathy course trainers are native speakers with at least 3 years’ professional training experience in the offshore industry. In addition to relevant academic and linguistic qualifications and experience, many of our Empathy trainers also possess considerable exposure and expertise in the professional world.
 Your Empathy trainer will be assigned to you following the results of your diagnostic consultancy according to your objectives and areas of focus.