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Hotlines Series
12 programs
AUD $1,980.00
Hotlines Series

Hotlines is an entertaining video-based training package for call centre staff developed by psychologist Eve Ash. It is filmed on location in Australia at an international bank, a major telecommunications company and an airline call centre.

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Learning Outcomes
Hotlines is designed to improve motivation, professionalism, call skills and customer service.
To buy the WHOLE SERIES, click on the shopping cart above (no need to add individual titles to your cart). This series contains the following titles
Appreciating Human Differences
AUD $275.00 Buy Now
People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that cal... More...
Building Relationships
AUD $275.00 Buy Now
Call centre operators are often the first and most important point of contact with the customer. They need to have... More...
Communicating Clearly
AUD $275.00 Buy Now
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. ... More...
Controlling Call Time
AUD $275.00 Buy Now
Staff in call centres need to be able to control call time and manage talkative callers politely. ... More...
Conveying a Professional Image
AUD $275.00 Buy Now
People in call centres are the window into their organisation. They need to present a professional image over the phon... More...
Focusing on Results
AUD $275.00 Buy Now
It is not enough for call centres staff to have the right manner. They must also focus on results. We all need to know... More...
Handling Upset Customers
AUD $275.00 Buy Now
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t... More...
Managing Anger & Abuse
AUD $275.00 Buy Now
When customers are angry it is important to deal with them effectively and professionally. ... More...
Meet the Dial Tones
AUD $275.00 Buy Now
Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a ch... More...
Satisfying Customers
AUD $275.00 Buy Now
Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alte... More...
Solving Problems
AUD $275.00 Buy Now
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe... More...
Staying Positive
AUD $275.00 Buy Now
Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team. ... More...
Package Description
A series of 12 videos, each 10-15 minutes long, a self-paced workbook and the Ash.Quarry Productions Call Skills Indicator, a 360 degree feedback assessment tool.
Recommended Audiences
  • Service Staff
  • Telephone Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
Video Recording
Presentation Style
  • Drama
Seven Dimensions