Call Center Training
About This Course
Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help = improve phone skills which will make increase confidence, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout the company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.Please login.
Learning Objectives
Phone skills are a highly valuable tool to have in an employee's skill-set,
and Call Center Training will help provide those skills.
This course will help = improve phone skills which will make increase confidence,
improve sales, and help gain new customers while retaining your current cliental.
A more confident employee is also one that is happier,
and happier employees will produce happier customers.
Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout the company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
Curriculum
11h
The Basics (I)
The basics of call center training include understanding customer service principles, communication skills, product knowledge, and call handling procedures. This foundational training equips agents to provide effective and efficient support to customers.
The Basics (II)
Continuing with the basics of call center training, agents learn about call scripts, active listening techniques, problem-solving strategies, and the importance of empathy, ensuring they can address customer needs effectively and professionally.
Phone Etiquette
Phone etiquette in call centers involves maintaining a polite and professional tone, using the caller's name, actively listening, and responding appropriately. Proper etiquette enhances customer satisfaction and fosters positive interactions during calls.
Tools
Tools for call center training include software for call simulations, performance analytics, and customer relationship management (CRM) systems. These tools enhance learning experiences, track agent progress, and improve overall service delivery through practical applications.
Speaking Like a Star
Speaking like a star involves using clear, confident communication, engaging storytelling, and a positive tone. This skill captivates listeners, enhances rapport with customers, and fosters a memorable and impactful call center experience.
Types of Questions
Types of questions in call center training include open-ended questions to encourage dialogue, closed questions for specific information, probing questions to gather details, and reflective questions to ensure understanding and empathy in conversations.
Benchmarking
Benchmarking in call centers involves comparing performance metrics against industry standards or best practices. This process identifies areas for improvement, sets performance goals, and enhances service quality, efficiency, and customer satisfaction through informed decision-making.
Goal Setting
Goal setting in call center training involves defining clear, measurable objectives for performance, customer satisfaction, and personal development. Effective goals motivate agents, align efforts with organizational priorities, and enhance overall team performance and accountability.
Key Steps
Key steps in call center training include identifying training needs, developing training materials, conducting workshops, providing hands-on practice, and evaluating performance through feedback and assessments. These steps ensure agents are well-prepared for customer interactions.
Closing
Closing in call center training involves teaching agents how to effectively wrap up calls while ensuring customer satisfaction. Key techniques include summarizing key points, confirming resolutions, expressing appreciation, and leaving the customer with a positive impression.
Post-Test
Post-Test
Your Instructors
$199.00$275.00
-15%
Train-the-Trainer
$250.00$295.00
-20%
Trade Show Staff Training
$199.00$250.00
-36%
Servant Leadership
$125.00$195.00
