Contact Center Training

For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our “Contact Center Training” course, your participants will discover the basic elements of being an effective employee of a contact center.

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Syllabus

Module One: Getting Started
Introduction
Course Objectives
Module Two: It Starts at the Top
Create an Open Culture
Understand Goals
Understand Agents’ Responsibilities
Identify Education Opportunities
Case Study
Module Two: Review Questions
Module Three: Peer Training
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Case Study
Module Three: Review Questions
Module Four: How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Case Study
Module Four: Review Questions
Module Five: Learn to Listen
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Case Study
Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
Scripting
Dead Air
Tone & Inflection
Saying it the Right Way
Case Study
Module Six: Review Questions
Module Seven: Manners Matter - Etiquette & Customer Service (II)
“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Case Study
Module Seven: Review Questions
Module Eight: Handling Difficult Customers
Keep Calm
Listen and Repeat
Avoid Placing Blame
Solve the Problem
Case Study
Module Eight: Review Questions
Module Nine: Getting the Necessary Information
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Case Study
Module Nine: Review Questions
Module Ten: Performance Evaluations
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Case Study
Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Wrapping Up
How to get your Diploma
Action Plan

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Contact Center Training39.90
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