Contact Center Training

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 Employes
• 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
• 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

• Post Test