Contact Center Training

Language: English

Instructors: Thrive Online Learning Center

$499 70.14% OFF

$149

Why this course?

Description

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 workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult customers, build rapport, and have great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

CONTACT CENTER TRAINING COURSE OUTLINE:

Module One: Getting Started

Workshop 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, Repeat, and
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

Words from the Wise
Lessons Learned
Completion of Action Plans and Evaluations

Course Curriculum

How to Use

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