Contact Center Training
Contact Center Training
Power Skills | Sales & Marketing
About This Course
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. With our Contact Center Training workshop, you will gain the knowledge to provide a great customer experience. You will develop skills on how to deal with difficult customers, build rapport, and have great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization. Module One: Getting Started Module Two: It Starts at the Top Create an Open Culture Understand Goals Understand Agents’ Responsibilities Identify Education Opportunities Module Three: Peer Training Top Performing Employees Discuss Role with Company Critique Previously Recorded Calls Cross Training Module Four: How to Build Rapport Smile in Your Voice Engage in Small Talk Listen, Acknowledge, and Empathize Be Yourself Module Five: Learn to Listen Allow Customers to Talk Avoid Judgment Take Notes Recap the Call Module Six: Manners Matter - Etiquette & Customer Service (I) Scripting Dead Air 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 Limit Information Module Eight: Handling Difficult Customers Keep Calm Listen, Repeat, and Avoid Placing Blame Solve the Problem Module Nine: Getting the Necessary Information Have a Checklist Linear Thinking Open-ended Questions Close-ended Questions Module Ten: Performance Evaluations Consistent Service Abandoned Calls Speed of the Answer Length of Call Module Eleven: Training Doesn’t Stop Evaluate Progress Get Feedback on Training Kudos to Deserving Employees Have Monthly Meetings Module Twelve: Wrapping Up Duration: 1-2 day in-house workshop with an expert trainer, dependent on your needs (in-person or online)
Policies
Quotations: Quotes are valid for 30 days only. Payments: Payments are due within 30 days from the invoice date if you have an approved account with ht+a, alternately according to any written agreement between ht+a and the Customer, failing which payment is due immediately upon receipt of the invoice. Confirmation: Delegate placements on public courses or scheduling of in-house courses will only be confirmed once payment, an approved purchase order or a signed quotation/agreement is received. All Events: It is the customer's responsibility to ensure they have a stable and active internet connection with suitable equipment (computer or smartphone) to join video calls (where applicable) and access course materials and tests. ht+a's sustainability policy includes not providing printed course materials, including for in-person events, however, customers may choose to print their course materials if desired. In-Person Public Events: The course fee includes the event venue, coffee, refreshments, and lunch. It does not include hotel rooms or travel expenses. ht+a will share the discounted group rate for hotel accommodation with you when available and recommends booking between 2 and 3 weeks prior to each event for rates and flexibility. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. In-Person In-House Events: Pricing assumes the training will take place at the client's location and ht+a will not provide any catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, and appropriate furnishings. Publications: The price for certain courses includes the official VDA QMC publication and shipping thereof. Please note that additional local customs or delivery fees are for the customer's account and ht+a will not be responsible for these fees. Certificates: Certificates for VDA QMC courses will only be issued once full payment is received. Certificates for ht+a courses will be automatically issued upon completion of course requirements.