Contact Centre Training

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Many call centres offer the most challenging and dynamic work. This is particularly true for the customer service agent. He is often considered to be the link between customer and company and therefore is the most important factor in customer experience. This dynamic agent can have new experiences and challenges, but it also opens up the door to new opportunities. Competency is therefore both an ideal and a necessity. This training course is intended to assist call centre agents and customer service representatives in achieving high competence. It teaches them critical thinking skills and self-motivation techniques that will help them in their daily tasks.

Customer service is essential and sometimes difficult to provide. They often determine the fate of customer loyalty, profit margins, and profits. Employees must show a level of professionalism and attention to detail that rivals that of soldiers fighting in battle. This course will help employees understand this universal need. It will teach them how to be more resilient through self-help. How to ask the right questions in a customer-oriented way. How to think quickly and logically in an environment that demands efficiency and speed. And how to address angry customers. This training course can also be incorporated into a customized training session to address the needs of your team.

How to become impressive

• How to remember names and help the client to do also
• Mirroring techniques: Help clients feel instantly comfortable
• Body Language signals: How to read
• To use questioning techniques
• Identify the customers’ needs earlier
• Closing techniques to create the lasting impression
• Staying in contact
• Creating experience via NLP (Neuro Linguistic Programming)
• More modules to choose from if you are creating a session for your team

Contact Centre Training

Lesson One

Getting Started

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

Lesson Two

It Starts at the Top

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

Lesson Three

Peer Training

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

Lesson Four

How to Build Rapport

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

Lesson Five

Learn to Listen

• Permit Customer to Talk
• Prevent Judgment
• Take Notes
• Recap the Call
• Case Study

Lesson Six

Manners Matter – Etiquette & Customer Service (I)

• Scripting
• Dead Air
• Tone & Inflection
• Saying it the Proper Way
• Case Study

Lesson Seven

Manners Matter – Etiquette & Client Service (II)

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

Lesson Eight

Handling Difficult Clients

• Keep Calm
• Listen, Repeat, and
• Prevent Placing Blame
• Solve the Problem
• Case Study

Lesson Nine

Getting the Necessary Information

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

Lesson Ten

Performance Evaluations

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

Lesson Eleven

Coaching Doesn’t Stop

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

Lesson Twelve

Wrapping Up

• Words from the Wise