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.
Follow the suggested order or choose your own.
Designed to help you practice and apply the skills you learn
Highlight your new skills on your resume or LinkedIn.
Module One: Getting Started
The Parking Lot
Module Two: It Starts at the Top
Create an Open Culture
Understand Agents’ Responsibilities
Identify Education Opportunities
Module Three: Peer Training
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Module Four: How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Module Five: Learn to Listen
Allow Customer to Talk
Recap the Call
Module Six: Manners Matter - Etiquette & Customer Service (I)
Tone & Inflection
Saying it the Right Way
Module Seven: Manners Matter - Etiquette & Customer Service (II)
“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Module Eight: Handling Difficult Customers
Listen, Repeat, and
Avoid Placing Blame
Solve the Problem
Module Nine: Getting the Necessary Information
Have a Checklist
Module Ten: Performance Evaluations
Speed of the Answer
Length of Call
Module Eleven: Training Doesn’t Stop
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
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.