Contact Center Training

 

 

 

You’ll develop the cultural awareness and critical thinking skills you need to analyze and produce a broad range of discourse in a full spectrum of careers — and to make a difference in whatever you do.

  • 12 Moduls / 3 Weeks
  • Intakes: Asynchronous, Apply to Enroll

Overview

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.

Learning Outcomes

At the end of this course, participants should be able to understand:

  • 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.



Course Modules

Module Name  
Module One: Getting Started  
Module Two: It Starts at the Top  
Module Three: Peer Training  
Module Four: How to Build Rapport  
Module Five: Learn to Listen  
Module Six: Manners Matter – Etiquette & Customer Service (I)  
Module Seven: Manners Matter – Etiquette & Customer Service (II)  
Module Eight: Handling Difficult Customers  
Module Nine: Getting the Necessary Information  
Module Ten: Performance Evaluations  
Module Eleven: Training Doesn’t Stop  
Module Twelve: Wrapping Up  
.  
BM CCTR 0130 A
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Fees: $14.99
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1050 West Lakes Drive, # 225
West Covina, CA 91790

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  • You Apply

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  • We Connect

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  • You Get Ready

Once you’ve completed your application and connected with an admissions representative, you’re ready to create your schedule.

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