- Houston , Texas, USA.
- Info@mbstrainingcenter.com
Contact Center Training
This course is part of Social Development (Sales & Marketing)
Instructors: Tammy McAllister
150,434 already enrolled
12 modules
Learn the fundamentals.
30 -40 hours to complete
Spread over 2 to 3 weeks
Flexible schedule
Learn at your own pace
★★★★☆ 4.8
(4,274 reviews)
About the Course
For many people, the term Contact Center relates to sales calls and telemarketers, but a contact center can provide customer support, information technology support, and much more. The key to offering great customer experience is in the training. A well-trained contact center employee can be the difference between gaining more customers and losing them. 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” course, your participants will discover the basic elements of being an effective employee of a contact center.
Course 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 Objectives
- Pre-Assignment
- Pre-Test
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
- Practical Illustration
- Review Questions
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded Calls
- Cross Training
- Practical Illustration
- Review Questions
- Smile in Your Voice
- Engage in Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
- Practical Illustration
- Review Questions
- Allow Customer to Talk
- Avoid Judgment
- Take Notes
- Recap the Call
- Practical Illustration
- Review Questions
- Scripting
- Dead Air
- Tone and Inflection
- Saying it the Right Way
- Practical Illustration
- Review Questions
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
- Practical Illustration
- Review Questions
- Keep Calm
- Listen, Repeat, and Apologize
- Avoid Placing Blame
- Solve the Problem
- Practical Illustration
- Review Questions
- Have a Checklist
- Linear Thinking
- Open-Ended Questions
- Close-Ended Questions
- Practical Illustration
- Review Questions
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
- Practical Illustration
- Review Questions
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
- Practical Illustration
- Review Questions
- Words from the Wise
- Lessons Learned
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Everything You Need to Know About the Course
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
The course typically takes 30-40 hours to complete, depending on your pace. The program is spread over 12 modules and can be completed in 3 weeks at 3 hours per week. You can also take the course at your own pace with flexible scheduling.
Yes, this course is designed for aspiring entrepreneurs, small business owners, and professionals transitioning into self-employment. It covers the fundamentals, as well as advanced strategies, to help you at any stage of your entrepreneurial journey.
In this workshop, you will learn how to start, manage, and grow a successful business. Topics include business planning, market analysis, employee management, securing financing, marketing strategies, and business growth techniques.
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
There are no specific prerequisites. Whether you're new to entrepreneurship or already running a business, this workshop will provide valuable insights and practical tools.
Yes, you will have access to the course materials and resources even after completion, so you can refer back to them as needed.
To enroll, simply visit the course registration page, fill out the form, and select your preferred payment option. You will receive immediate access to the course materials upon enrollment.
We offer a 30-day money-back guarantee. If you are not satisfied with the course within the first 30 days, you can request a full refund.
Yes! The course is designed with flexibility in mind. You can complete the modules at your own pace and choose a schedule that works for you.
