Professional Telephone Skills

Business Communication 

The event of technology has meant that we need to refine our telephone communication more than ever. Not only are these skills vital for receptionists, switchboard operators and call center agents, but everyone in business today should be concerned about improving their telephone skills.

Over the phone…

93% of our message is communicated through our voice. How we speak over the phone has become that much more important.

One should consider:

  • Tone of voice
  • Pace at which we speak
  • Volume
  • Pronounciation
  • Choice of words

A warm, friendly smile translates into an enthusiastic sounding voice.

Accents’ Professional Telephone Skills Programme

Our programme is unique in that it targets telephonic skills and effective voice

The module content is customised and the level adjusted to address the specific needs of your business environment.

  • Sales and marketing teams
  • Receptionists
  • Switchboard operators
  • Personal Assistants
  • Telemarketers
  • Call Centre Agents

In fact, anyone & everyone in business…

Who should attend telephone skills training?

Who should attend telephone skills training?

  • Sales and marketing teams
  • Receptionists
  • Switchboard operators
  • Personal Assistants
  • Telemarketers
  • Call Centre Agents

… In fact, anyone & everyone in business

What will you learn through our telephone skills programe?

How to use your voice as a powerful tool

  • Vocal clarity
  • Tone
  • Pace and speed
  • Energy and enthusiasm
  • Managing nerves
  • Improved pronunciation

Telephone Skills

  • Answering a call professionally
  • Transferring calls efficiently
  • Taking down accurate messages
  • Recording detailed information
  • Call screening
  • Value-adds and positive endings

Customer Service Skills

  • Managing difficult callers
  • Extraordinary customer service
  • Appropriate use of language
  • Telephone etiquette
  • Active listening skills
  • Identifying customer types

Additional Modules

For Receptionists

Meeting and greeting

Image and grooming

Front line procedures

For Sales Staff

 Sales strategies

Techniques of persuasion

Assertiveness over the phone

Contact Us For a Quotation

The option of both group training and individual coaching is available. Digital recordings of role-plays are used to enhance learning. Ghost calls are also used to monitor progress.

Workshops and seminars which are customised are available for larger groups 

Companies That Have Made Use of Our Services Include

Credit Guarantee

Excellerate JHI

INDWE Risk Services

Easy Debit

“Again we heard the words wonderful! Marvellous! at the Forum for Executive Secretaries and Administrative Assistants. Our sincere thanks for the talk you gave on Professional Telephone Skills.”

Mara Minaar

“Thank you for all your efforts regarding our receptionist’s speech and voice training. The improvement in her telephone skills has been noticeable.”

Heini Loehrer

Pace Properties