To provide responsive and reliable assistance, the Employees’ Compensation Commission (ECC) gathered its employees to another capability training on telephone skills to improve client handling.
In the 3-hour webinar training conducted recently by Business Coach Incorporated, it was emphasized that identifying the client’s need is important to engage them during a telephone conversation.
According to Business Coach Trainer Ann De Ocampo, in a research provided by Bright Local, a content team which produces articles, researches and studies of online businesses, 60 percent of the callers still prefer to contact companies through phone.
De Ocampo introduced the participants to Herrmann Brain Dominance Instrument. HBDI is a kind of tool to analyze the type of caller and the need he or she is looking for. It further defined the callers’ satisfaction by determining the techniques in conversing with these type of clients.
ECC participants were equipped with techniques on how to improve listening skills, enhance voice quality and use of non-verbal cues to address their callers with empathy.
“The topics were great!” said Cerna Ayub, Information Officer II of Regional Extension Unit 9.
The ECC personnel including all the regional officers from Cordillera Administrative Region (CAR) down to Caraga (Region 13) were all present and participated in the said training. This is the fourth training program facilitated by the agency to better equip its employees despite the struggle of getting used to the new normal brought about by COVID-19 pandemic.
“I realized that I should get the client’s contact number, so in case the line will be cut I will be able to call them back,” said Allan Abanilla of the Information and Public Assistance Division, which receives the bulk of calls of ECC clients.
ECC participants shared about their best and most difficult cases of handling clients on the phone.
“Handling public assistance desk is never an easy task. Handling the calls of clients gracefully is part of the function of being in the frontline. That is why we do trainings like this, to level-up our skills so that challenges would not hinder us from serving our clients,” said ECC Executive Director Stella Zipagan-Banawis.
Employees Compensation Commission envisions itself to be a nationally-recognized institution by 2022, which provides a sound, responsive and sustainable program and service to workers with work-related contingencies.
Currently, ECC maintains an ISO 9001: 2015 certification from TUV Rheinland Philippines.
Y.Bonavente – 5