Contact Centre Training

Module One: Getting Started
Course Objectives
 
Module Two: It Starts at the Top
Create an Open Culture
Understand Goals
Understand Agents’ Responsibilities
Identify Education Opportunities
Case Study
Module Two: Review Questions
 
Module Three: Peer Training
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Case Study
Module Three: Review Questions
 
Module Four: How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Case Study
Module Four: Review Questions
 
Module Five: Learn to Listen
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Case Study
Module Five: Review Questions
 
Module Six: Manners Matter - Etiquette & Customer Service (I)
Scripting
Dead Air
Tone & Inflection
Saying it the Right Way
Case Study
Module Six: Review Questions
 
Module Seven: Manners Matter - Etiquette & Customer Service (II)
“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Case Study
Module Seven: Review Questions
 
Module Eight: Handling Difficult Customers
Keep Calm
Listen, Repeat, and
Avoid Placing Blame
Solve the Problem
Case Study
Module Eight: Review Questions
 
Module Nine: Getting the Necessary Information
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Case Study
Module Nine: Review Questions
 
Module Ten: Performance Evaluations
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Case Study
Module Ten: Review Questions
 
Module Eleven: Training Doesn’t Stop
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Case Study
Module Eleven: Review Questions
 
Module Twelve: Wrapping Up
Words from the Wise
Lessons Learned