Contact Center Training

For many people, the term Contact Center relates to sales calls and telemarketers. However; a contact center can provide assistance ... Show more

Instructor

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Module	Topics Covered
Introduction
Course Objectives
Module 1	It Starts at the Top, Create an Open Culture, Understand Goals, Understand Agents’ Responsibilities, Identify Education Opportunities, Knowledge Check
Module 2	Peer Training, Top Performing Employees, Discuss Role With Company, Critique Previously Recorded Calls, Cross Training, Knowledge Check
Module 3	How to Build Rapport, Smile in Your Voice, Engage in Small Talk, Listen, Acknowledge, and Empathize, Be Yourself, Knowledge Check
Module 4	Learn to Listen, Allow Customer to Talk, Avoid Judgment, Take Notes, Recap the Call, Knowledge Check
Module 5	Manners Matter – Etiquette & Customer Service (I), Scripting, Dead Air, Tone & Inflection, Saying it the Right Way, Knowledge Check
Module 6	Manners Matter – Etiquette & Customer Service (II), “Reading” Your Customers, Properly Transferring Calls, Going the Extra Mile, Limit Information, Knowledge Check
Module 7	Handling Difficult Customers, Keep Calm, Listen, Repeat, and Apologize, Avoid Placing Blame, Solve the Problem, Knowledge Check
Module 8	Getting the Necessary Information, Have a Checklist, Linear Thinking, Open-Ended Questions, Close-Ended Questions, Knowledge Check
Module 9	Performance Evaluations, Consistent Service, Abandoned Calls, Speed of the Answer, Length of Call, Knowledge Check
Module 10	Training Doesn’t Stop, Evaluate Progress, Get Feedback on Training, Kudos to Deserving Employees, Have Monthly Meetings, Knowledge Check
Assessment
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