Call Center / Contact Center Representative Training
All our call center agents are equipped with:
We conduct recurrent training and agent coaching
to continually maintain a high level of quality
for our contact center representatives.
- Client Specific Training
- Knowledge of our Key Performance Indicators
- Call Handling and Service Knowledge
- An ability to understand customer needs
- Telephone and Telemarketing skils
Listed here are some of the training modules that
our contact center agents are immersed in:
- Customer Service and Caller needs
- Team Leader coaching skills
- "What should not be told..."
- Customer Service Rules
- Telemarketing tips
- Proactive Customer Service
- Essential Call Handling Skills
- Be Positive!
- Handling emotions for agents
- Treating every Caller as a Welcome Guest
- Understanding the irate caller
- Internal Customer Service
- Understanding the foreign accent
- Don't be Rude!
- Four Cs of Coaching skills
- Five Forbidden Phrases
- Six cardinal Rules of Customer Service
- Telesales Tips from A to Z