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 two hour Contact Center Training course, 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.

Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.

Course Outline

Module One: Getting Started

Module Two: It Starts at the Top

• Create an Open Culture
• Understand Goals
• Understand Agents’ Responsibilities
• Identify Education Opportunities
• Case Study
• Review Questions

Module Three: Peer Training

• Top Performing Employees
• Discuss Role with Company
• Critique Previously Recorded Calls
• Cross Training
• Case Study
• Review Questions

Module Four: How to Build Rapport

• Smile in Your Voice
• Engage in Small Talk
• Listen, Acknowledge, and Empathize
• Be Yourself
• Case Study
• Review Questions

Module Five: Learn to Listen

• Allow Customer to Talk
• Avoid Judgment
• Take Notes
• Recap the Call
• Case Study
• Review Questions

Module Six: Manners Matter - Etiquette & Customer Service (I)

• Scripting
• Dead Air
• Tone & Inflection
• Saying it the Right Way
• Case Study
• Review Questions

Module Seven: Manners Matter - Etiquette & Customer Service (II)

• “Reading” Your Customers
• Properly Transferring Calls
• Going the Extra Mile
• Limit Information
• Case Study
• Review Questions

Module Eight: Handling Difficult Customers

• Keep Calm
• Listen, Repeat, and
• Avoid Placing Blame
• Solve the Problem
• Case Study
• Review Questions

Module Nine: Getting the Necessary Information

• Have a Checklist
• Linear Thinking
• Open-Ended Questions
• Close-Ended Questions
• Case Study
• Review Questions

Module Ten: Performance Evaluations

• Consistent Service
• Abandoned Calls
• Speed of the Answer
• Length of Call
• Case Study
• Review Questions

Module Eleven: Training Doesn’t Stop

• Evaluate Progress
• Get Feedback on Training
• Kudos to Deserving Employees
• Have Monthly Meetings
• Case Study
• Review Questions