Contact Centre Training Training

Many call centres offer the most challenging and dynamic work. This is particularly true for the customer service agent. He is often considered to be the link between customer and company and therefore is the most important factor in customer experience. This dynamic agent can have new experiences and challenges, but it also opens up the door to new opportunities. Competency is therefore both an ideal and a necessity. This training course was designed to assist call centre agents and customer service representatives in achieving high competence. It teaches them critical thinking skills and self-motivation techniques that will help them in their daily tasks.

Lesson One
Getting Started

Icebreaker
Housekeeping Items
Parking Lot
Workshop Objectives

Lesson Two
It All Starts at the Top

Make an open culture
Understanding Goals
Understanding Agents’ Responsibilities
Identify Education Opportunities
Case Study

Lesson Three
Peer Training

The Best Employees
Discuss the role with your company
Critique Recorded Calls
Cross Training
Case Study

Lesson Four
How to Create Rapport

Smile with Your Voice
Engage in Little Talk
Listen, Acknowledge and Empathize
Be You
Case Study

Lesson Five
Learn how to listen

Allow customer to talk
Prevent Judgment
Take Notes
Recap the Call
Case Study

Lesson Six
Manners Matter – Etiquette & Customer Service (I)

Scripting
Dead Air
Tone and Inflection
It’s important to say it in the right way
Case Study

Lesson Seven
Manners Matter – Etiquette & Client Service (II)

“Reading” your customers
Properly moving calls
Go the Extra Mile
Limit Information
Case Study

Lesson Eight
Handling Difficult Clients

Keep Calm
Keep listening, repeat, and
Prevent Placing Blame
Find the Solution
Case Study

Lesson Nine
Get the Essential Information

Make a Checklist
Linear Thinking
Open-Ended Question
Close-Ended Question
Case Study

Lesson Ten
Performance Evaluations

Consistent Service
Abandoned calls
Speed of the Answer
Length of the Call
Case Study

Lesson Eleven
Coaching Doesn’t Stop

Assess Progress
Feedback about Training
Kudos to Deserving Employees
Monthly meetings
Case Study

Lesson Twelve
Wrapping up

Words from the Wise

Customer service is essential and sometimes difficult to provide. They often determine the fate of customer loyalty, profit margins, and profits. Employees must show a level of professionalism and attention to detail that rivals that of soldiers fighting in battle. This course will help employees understand this universal need. It will teach them how to be more resilient through self-help. How to ask the right questions in a customer-oriented way. How to think quickly and logically in an environment that demands efficiency and speed. And how to address angry customers. This training course can also be incorporated into a customized training session to address the needs of your team.