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Contact Center Training

For many people, the term Contact Center relates to sales calls and telemarketers. However; a contact center can provide assistance ... Show more
Instructor
admin
Category
Sales and Marketing
  • Description
  • Curriculum
  • Reviews

Introduction

  1. Course Objectives

Module 1

  1. It Starts at the Top
  2. Create an Open Culture
  3. Understand Goals
  4. Understand Agents’ Responsibilities
  5. Identify Education Opportunities
  6. Knowledge Check

Module 2

  1. Peer Training
  2. Top Performing Employees
  3. Discuss Role With Company
  4. Critique Previously Recorded Calls
  5. Cross Training
  6. Knowledge Check

Module 3

  1. How to Build Rapport
  2. Smile in Your Voice
  3. Engage in Small Talk
  4. Listen, Acknowledge, and Empathize
  5. Be Yourself
  6. Knowledge Check

Module 4

  1. Learn to Listen
  2. Allow Customer to Talk
  3. Avoid Judgment
  4. Take Notes
  5. Recap the Call
  6. Knowledge Check

Module 5

  1. Manners Matter- Etiquette & Customer Service (I)
  2. Scripting
  3. Dead Air
  4. Tone & Inflection
  5. Saying it the Right
  6. Knowledge Check

Module 6

  1. Manners Matter- Etiquette & Customer Service (II)
  2. “Reading” Your Customers
  3. Properly Transferring Calls
  4. Going the Extra Mile
  5. Limit Information
  6. Knowledge Check

Module 7

  1. Handling Difficult Customers
  2. Keep Calm
  3. Listen, Repeat, and Apologize
  4. Avoid Placing Blame
  5. Solve the Problem
  6. Knowledge Check

Module 8

  1. Getting the Necessary Information
  2. Have a Checklist
  3. Linear Thinking
  4. Open-Ended Questions
  5. Close-Ended Questions
  6. Knowledge Check

Module 9

  1. Performance Evaluations
  2. Consistent Service
  3. Abandoned Calls
  4. Speed of the Answer
  5. Length of Call
  6. Knowledge Check

Module 10

  1. Training Doesn’t Stop
  2. Evaluate Progress
  3. Get Feedback on Training
  4. Kudos to Deserving Employees
  5. Have Monthly Meetings
  6. Knowledge Check

Assessment

  1. Post Test
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Get course $22
One Time Payment Available in this plans: Monthly Plan $17/Month Annual Plan $143/Year
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Course details
Lectures 1
Level Intermediate
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