Client phone calls can be costly, both in time and per-minute charges. Streamlining how your team handles and processes calls is critical.
Whether your business involves call centre staff, managers, sales staff, investigators, compliance officers, auditors, FIS® can improve your calls and give you practical tools to deal with any type of client.
Main areas of focus include:
Advanced level - Free Recall Model
Studies show using the Free Recall Model you can gather 40% more information from a person, improving the quality and quantity of information obtained. The Model will improve your service and downstream your business practices.
This model will also quickly identify inaccuracies and individuals will struggle to fabricate stories within the detailed structure of the Free Recall Model.
This model is an essential tool for:
FIS® will specifically design and tailor the Free Recall Model for your organisation in line with your current practices and legislation.
We will help your staff to:
We all know that practice makes perfect, but in today’s fast-paced environments the opportunity to practice is often overlooked.
Role Play scenarios enable the participant to demonstrate interview skills in an action learning environment. It can be one of the most effective ways of ensuring that staff understand the implications, consequences and outcomes of their questioning technique.
Interviewing via a telephone or video link enables the individual to utilise the model in realistic conditions, and provides an added bonus; it gives the rest of the team the ability to assess their colleague’s performance.
Comprehensive debrief documents will be prepared after the programme for each individual as a reference record of their performance and a DVD or record of their interview will highlight areas for development.
Further interviews will be conducted in the field within a 6-12 month period to ensure staff are utilising the Model.
If you would like to find out more about our courses, feel free to get in touch with us below.