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Sales & Marketing

Contact Center Training (003)

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 costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

Workshop Objectives:
• How to get management involved in training.
• Why peer training works.
• That manners are important with a contact center.
• How to build rapport with the callers.
• How to deal with difficult customers.

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)
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

  • Contact Center Training opening video
  • Contact Center Training
  • Closing video
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever