Contact Center Training 

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Course Description

For many, the term "Contact Center" conjures images of sales calls and telemarketers, yet modern contact centers are so much more—providing critical customer support, IT assistance, and beyond. At the heart of delivering exceptional customer experiences is one essential factor: comprehensive training. A well-trained contact center professional can be the deciding factor between gaining loyal customers or losing them to the competition. Today’s customers expect knowledgeable, confident agents who can resolve their inquiries with expertise and efficiency.


Our Contact Center Training workshop is designed to equip participants with the foundational skills and insights required to excel in this dynamic role. From mastering communication techniques to understanding key operational processes, this program empowers your team to provide exceptional service, foster customer trust, and drive organizational success.

10+

Hours

62

Lectures

$60

Price

WHAT TO EXPECT

Learning Objectives

  • How to get management involved in training.

  • Why peer training works.

  • Manners are important.

  • How to build rapport with the callers.

  • How to deal with difficult customers.


Course Outline

Module One: It Starts at the Top

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module One: Review Questions

Module Two: Peer Training

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Two: Review Questions

Module Three: How to Build Rapport

  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Three: Review Questions

Module Four: Learn to Listen

  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Four: Review Questions

Module Five: Manners Matter - Etiquette & Customer Service (I)

  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Five: Review Questions

Module Six: Manners Matter - Etiquette & Customer Service (II)

  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Module Six: Review Questions

Module Seven: Handling Difficult Customers

  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Module Seven: Review Questions

Module Eight: Getting the Necessary Information

  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Module Eight: Review Questions

Module Nine: Performance Evaluations

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer 
  • Length of Call
  • Case Study
  • Module Nine: Review Questions

Module Ten: Training Doesn’t Stop

  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Module Ten: Review Questions

Assessment