Corporate E-Learning

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

There is a very common saying, ‘Attitude reflects leadership.’ A manager sets the tone for the whole staff. If a manager shows the staff that having the appropriate information is important, it will be more likely to be utilized. You can help your staff be the best contact center possible by creating an open culture, knowing the goals of the company, knowing your employees job duties, and being able to identify additional training opportunities. A manager has to have their eyes peeled at all times for new information needed, and new ways to deliver that information.

Peer training is an important tool in any manager’s toolbox. Peer training gives employees many advantages. Peer training includes training with top performers. Peer training also helps an employee understand their role within the company. The manager has the benefit of getting to hear and critique previously recorder calls. Lastly, the employees have the benefit of cross training.

Building rapport with your customers is a crucial part of any contact center. Rapport can help the conversation run smoothly, creating an enjoyable conclusion for the customer. Rapport, in this context, means creating a harmonious connection between the agent and the caller. Building a rapport with your callers makes them want to call back when they need to. This helps build your client base, thus building your company’s revenues.

Communinication is a two-person job. One person has the job of talking, and the other has the job of listening. The person who has the job of listening has the hardest job, because they have to take in and retain what is being said. A lot of times listening is taken forgranted. Listening is a skill, without it, communication is pointless. How are some ways you can utilize your listening skills in a contact center? In the next secton we will determine what is needed to make your listening effective.

In any industry, customer service is one of the most important aspects of the business. When you are not face to face with someone, little nuances like body language and facial cues are not able to be used to convey that you want to help the customer. Contact centers only have the words they use and the tone or inflection of their voices to convey the message that they are here to help. In this module, we will discuss the tools needed to display to your customers that you have good etiquette and customer service. We will discuss scripting, dead air, tone, inflection, and how to say things the right way. Following these simple steps is how your employees will start on the path to giving excellent customer service in your company’s contact center.

Your manners are always important, but it can be hard sometimes to convey them when you are on a phone call. In this section we will discuss more of the ways you can give great customer services and maintaining good phone etiquette. Some of these techniques include learning how to read your customers. We will also discuss how to properly transfer calls. Then we will address going the extra mile for your customers. Lastly, we will talk about how to limit given information, and when that is appropriate. With these tools in your tool belt, you will be ready for any call!

In any business where customers are involved, there will be disgruntled customers. How do we handle these types of customers? It can be very difficult to help a customer who is screaming or talking down to you. We will go over in this section some different ways that you can handle these types of customers.

You want to be able to resolve the issue in as few steps as possible. To make this a reality, it is crucial to go into the conversation armed with these tools: a checklist of the questions you need answered, equipped with linear thinking, and being prepared to ask the appropriate open-ended and close-ended questions to get the job done.

The only way to truly know if one is meeting the goals and standards set by the company is to evaluate their work. Each company has its metrics that each employee must adhere to. Understanding the metrics employees are expected to meet should not just be the duty of the manager. Agents should have a solid understanding of what is expected of them and what they should do to improve performance if they are not currently doing so.

The old saying goes, “Practice makes perfect”. It’s important to remember that in everything one does, there is always room for improvement. How do you determine how good something is or how well someone is doing? Evaluate it regularly. Look at measurable statistics; get input from those who are involved in making the

Although this workshop is coming to a close, we hope that your journey to Contact Center Training is just beginning. Please take a moment to review and update your action plan. This will be a key tool to guide your progress in the days, weeks, months, and years to come. We wish you the best of luck on the rest of your travels!