Course Description
For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well-trained contact center can be the difference between gaining more customers and losing customers. 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 discover the basic elements of being an effective employee of a contact center.
At the end of this workshop, participants should be able to understand:
How to get management involved in training.
Why peer training
That manners are important with a contact center.
How to build rapport with the callers.
How to deal with difficult customers.
Agenda
Course Core Competencies:
Module 1: It Starts at the Top
Topic A: Create an Open Culture
Topic B: Understand Goals
Topic C: Understand Agents’ Responsibilities
Topic D: Identify Education Opportunities
Module 2: Peer Training
Topic A: Top Performing Employees
Topic B: Discuss Role with Company
Topic C: Critique Previously Recorded Calls
Topic D: Cross Training
Module 3: How to Build Rapport
Topic A: Smile in Your Voice
Topic B: Engage in Small Talk
Topic C: Listen, Acknowledge, and Empathize
Topic D: Be Yourself
Module 4: Learn to Listen
Topic A: Allow Customer to Talk
Topic B: Avoid Judgement
Topic C: Take Notes
Topic D: Recap the Call
Module 5: Manners Matter – Etiquette & Customer Service (I)
Topic A: Scripting
Topic B: Dead Air
Topic C: Tone & Inflection
Topic D: Saying it the Right Way
Module 6: Manners Matter – Etiquette & Customer Service (II)
Topic A: “Reading” Your Customers
Topic B: Properly Transferring Calls
Topic C: Going the Extra Mile
Topic D: Limit Information
Module 7: Handling Difficult Customers
Topic A: Keep Calm
Topic B: Listen and Repeat
Topic C: Avoid Placing Blame
Topic D: Solve the Problem
Module 8: Getting the Necessary Information
Topic A: Have a Checklist
Topic B: Linear Thinking
Topic C: Open-Ended Questions
Topic D: Close-Ended Questions
Module 9: Performance Evaluations
Topic A: Consistent Service
Topic B: Abandoned Calls
Topic C: Speed of the Answer
Topic D: Length of Call
Module 10: Training Doesn’t Stop
Topic A: Evaluate Progress
Topic B: Get Feedback on Training
Topic C: Kudos to Deserving Employees
Topic D: Have Monthly Meetings