Contact Center Training

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 training. 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.

With our Contact Center Training course, your participants will discover the basic elements of being an effective employee of a contact center.

Learning Objectives:  

• Discuss when to involve management in training
• Explain the benefits of peer training
• Recall that manners are important within a contact center
• Examine ways to build rapport with callers
• Develop tips to deal with difficult customers

How You Will Benefit:

• Enhanced skills and knowledge of the company’s products, services, and policies, allowing them to provide accurate and helpful information to customers
• Increased confidence and job satisfaction through successful interactions and positive customer feedback leading to highly motivated employees
• Career advancement by grasping communication, problem-solving, and customer service skills acquired in contact centers can make employees more competitive for future career opportunities, both within and outside the company

Who Should Attend:

Employees seeking tools needed to succeed by improving customer satisfaction, boosting morale and creating a more positive and productive work environment.           

Prerequisites: None

Course Format: Live instructor led

Course Duration: 8 hours

Level of Difficulty: Beginner