Contact Center Training

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

• 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