Why Telephone Skills Training? In today’s rapidly globalizing business world, organisations cannot afford the consequences of poor telephone communication. Offshore employees play a vital role for many organisations, and their ability to communicate effectively with customers and colleagues alike is a key contributor to customer satisfaction and smooth operations. A primary ingredient of successful communication for your overseas staff is their telephone skills when communicating with customers.
 The impact of First Language Influence (FLI) on an offshore employee’s Communication Skills can not be underestimated. Telephone Skills Training from IBA will help your overseas staff to minimise the influence of their first language while maximising their communication with your customers. Whether through online Telephone Skills Training courses, virtual Telephone Skills Training or face-to-face Telephone Skills Training instruction, IBA Global offers scaleable Telephone Skills Training solutions for your organisation’s offshore operations.

Benefits

An IBA Telephone Skills Training course will provide your offshore employees with the ability to:
- Communicate more effectively and efficiently with customers and colleagues
- Build empathy and rapport to strengthen relationships with colleagues and customers
 through more successful communication
- Enhance your customer experience and customer satisfaction levels 
Who should attend

A IBA Telephone Training course is suitable for:
- Customer service representatives
- Back office staff
- Offshore senior staff and managers

Course Overview

All of IBA Global’s Telephone Training courses are designed to meet the specific requirements of our clients depending on their personal/organisational needs and existing skills set. A Telephone Training course includes:
- Using Mirroring Techniques
 – Handling inbound calls
 – Handling Outbound calls
 – Adjusting tone and register

Approach

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. Training is available worldwide via face-to-face instruction, or one of our many e-learning and virtual learning platforms.
We offer a variety of training formats for your Telephone Skills Training course – from intensive weeklong courses, to extensive modular lessons. Appropriate formats will be discussed during your diagnostic consultancy.

Telephone Skills Course Trainer

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