A FLEDGLING business is aiming to stamp-out robotic-sounding telephone conversations by putting the personal touch back into call centres.

TrainTalk, run by 41-year-old Julia Young, has launched its first product, PhoneTrain, a self-study aid to learning the art of conversation.

Coming on an audio CD, the product trains employees to give customers the right response when they telephone a firm.

Mrs Young hopes businesses will see the benefits in allowing phone operators to use their personalities to converse with people.

She said: "Many call centre operators are like an extension of a PC.

"They only seem to be able to talk about what is on their screen. Get them away from that and they struggle to hold a conversation."

The CD takes the trainees on a journey through communication at their own pace.

It uses characters such as Penny the Driver, Peter the Porter and Graham the Guard to guide people through the learning process.

The product follows the recent growth of call centres which have become an integral part of the majority of firms.

Mrs Young said: "In the past, staff manning telephone support lines have not been taught to listen properly to the caller so they give poor customer service and do not work in the most cost effective way.

"Failing to understand what the customer is saying makes calls last longer and it can lead to repeat calls and dissatisfied customers."

The firm won the New Small Business of the Year title in last year's Bolton and Bury Business Awards -- just three months after the business started in January 1999.

And Julia, of Victoria Road, Horwich, is determined to see the firm flourish, using her 24 years' experience of sales, training and management to full advantage.

The former Clevelands School pupil said: "PhoneTalk helps staff handle callers efficiently and reduces the associated stress for both parties.

"This system of training leads to lower employee turnover and increased customer satisfaction."

Mrs Young has already attracted big business names, including Marks and Spencer.

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