Best Contact Center Practices

Course Description:

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. A 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 course. A well trained contact center can be the difference between gaining more customers and losing customers. 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.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • 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.

Starts at the Top

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

Peer Training

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

How to Build Rapport

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

Learn to Listen

  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Assessment

Manners Matter – Etiquette & Customer Service (I)

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

Manners Matter – Etiquette & Customer Service (II)

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

Handling Difficult Customers

  • Keep Calm
  • Listen, Repeat, and Apologize
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Assessment

Getting the Necessary Information

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

Performance Evaluations

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