Contact Center Training, Customer Service Skills Training

Course Overview:

Wouldn’t it be nice If you ever called a business and the call was picked up in less than 2 rings with a friendly voice answering and taking care of your need without having gone through the voice mail system nor being routing to different departments….Well, here’s what a well-trained contact center can do for your business.

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. 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.

A contact center (also referred to as a customer interaction center or e-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. With our Contact Center Training workshop your 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 and a source to sustained competitive advantage to your organization.

Key Objectives Of The Course:

• How to get management involved in training.
• Why peer training works.
• That manners are important with a contact center
• How to build rapport with the callers.
• How to deal with difficult customers.

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

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

Module Twelve: Wrapping Up 

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.

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