About Phone Master

and our amazing offer!

The Phone Master CD is designed to help any Trainer delivering Telephone Skills training

Phone Master is a role play programme designed for telehpone skills training. It makes available to you a 450 audio clip library which you can use in a flexible way, to to fit into your existing material. Any example can be easily accessed from your laptop screen.

It can be used for any phone skills training for Call Centre Staff, Customer Services, Reception and in fact for anyone inexperienced in using the phone.

However, this was the first programme we produced for this type of training and it is technically now dated, but it runs on Vista - amazing! Some of this material has now been incorporated in our Effective Phone Skills CD in the Complete Courses series . This series offers you the most advanced training material inthe UK and yet is very easy to use. Just to make you feel comfortable we do add in a stand-alone set of Power Point slides too, with comprehensive Trainers manuals as well.

This gives you a zero-preparation course running on two screens. On your laptop you have your scrolling course programme with slides and audio clips. You can also show any slide instantly and you also have access to an in-built version of our Virtual Flip Chart .

Now the good news! We are offering you the Phone Manster CD free, as an additional resource to the Effective Phone Skills course.

Advantages

• You can bring the Real World into your courses.
• You can adapt the material to suit your existing training.
• Uses your knowledge and creativity.
• Increased attention levels.
• Faster skill development.
• You can easliy run Drill and Practice sessions.
• You can quickly assess existing skill levels.
• Early role play difficulties are avoided, buying more course time.

How does it work?

The self-running CD needs a PC / laptop, with a CD-ROM drive and a sound card. The programme will run on any version of Windows. Speakers would also be required for larger groups.

The screen menus are designed to be easy to read from a distance.

Selecting and clicking a button runs a sound clip.

Nearly all screens allow a choice of three other voices. This means there are some 450 clips from which to choose!

It it easy to use?

The programme features simple navigation (left or right mouse buttons ), or key presses.

PC specification

Any PC with CD-ROM (double speed minimum) and sound card, with Windows 95, 98, 2000 XP or Vista operating systems.

Note: The screen runs at 800 x 600 resolution, so you can change your machine to fit this or just leave it as the programme works fine. It just appears to be left justified!

What's in it?

• The Handshake
• Call Actions :
  Hold
  Transfer
  Taking messages
  Person not available
  Reference material
  Getting caller demographics
  
• Barrier Staff :
  The learner as a barrier
  Getting through barriers
• Voicemail
  
• Incoming calls :
  Caller enquiries
  Caller requests
  Callers giving information
  
• Caller Complaints :
  Dealing with abusive callers
  Dealing with upset callers
  Dealing with demands for upward referral
  Gathering information
  Reaching agreement
  
• Making outgoing calls :
  Marketing by telephone
  Getting appointments
  
• Bad examples

Warning !

We developed this material to be used by Trainers already experienced in this field. Our call examples are designed to be used flexibly, to fit your style and course content.

However, we do provide a 61 page Trainer's Manual to provide ideas and guidance.

A sample manual is available for download in PDF format.

Click below to read more about using Phone Master.

More info.....

How would I use it?

Phone Master can be used in group or individual training situations. It can also be used for remedial coaching or even for skill assessment, as it offers the same material for everyone.

Target training groups:

• Call Centre Staff
  
• Receptionists
  
• Customer Care Staff
  
• Sales people

or simply anyone else who uses a phone !

What do the screens look like?

Examples

What do I get?

Trainer's Manual :
This contains a full scripting of the CD and tips on how to use these. It also contains sample training programmes. It can be viewed and printed in PDf format.

Who developed it?

Phone Master was developed by Anglia Training Associates and The APR Experience.

.

This Trainer Controlled Audio idea came from the original video version developed in 1995. More details...

Can I have my own version?

You may like the idea but want material that exactly matches your situation.

So you want the voices of your type of customers, talking about your products or services.

We can produce your own version for you and you can choose a range of features depending on your budget!

• A phone clip library based on your own customer responses.
• Multiple voice tracks
• Scripts produced from your own recordings or researched by our consultants.
• Call response modelling
• Your own in house style for CD and Manual.
• PowerPoint slides on CD
• Trainer Training sessions
• Upgrade support to keep your material up to date.

Version information
This version was designed to run at a screen size of 800 x 600 and while it will run on larger size screens, parts of the programme are offset. However this does not affect any functionality of this. This is reflected in the price..

Prices

Includes CD, printable Trainer's Manual, PowerPoint Slides and Quiz

Unlimited license

£25.00 + VAT

How do I buy it?

You can buy it here, in our Training Store, with a credit card

or

a company purchase order number by:

Phone : 0844 357 8153
e-mail: sales@uktraining.uk.com

What support do
I get?

Phone Master is fully supported by us.

Contact us for help with running the programme, or on site training help in using this unique product.