The next part of the course focuses on communication, call etiquette, and what needs to happen between an agent and a caller for the process to work well. You will look like a pro when you use this accessible presentation template for your training course. 0000068412 00000 n CCA: Call Center Agent; Learning Objectives After you complete this customer service training course, you will be able to: Understand the nuances of body language and verbal skills, which are so … 0000007690 00000 n Transfer calls, place callers on hold, and document conversations. I would like to train my call-center employees. 0000048150 00000 n 0000001216 00000 n We were all engaged in the topics. Thank you both for a great experience!”, “Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. Some agents will apologize when they and their organizations are not at fault. 0000011634 00000 n Help your call-center staff give first-rate service with this fast-paced and interactive call-center agent training course. CALL CENTER STAFF RESOURCE INFORMATION AND TRAINING MANUAL I.Introduction II.Pentagon Family Assistance Center Call Center Operation A.Purpose B.Primary Functions C.PFAC Services and Providers III.Crisis Intervention Training … 84 46 Download this template and customize it with your company's training … Training Participant, Major US Insurance Company. Thanks for your training.”, “Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”, “I wanted to reach out to you regarding Phillip and what wonderful experience it was for our teams to have him as our facilitator for the team building and cross-cultural communication course last Friday. Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. 5,�f�R����k���� This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Ultimately, you want a call center training program that makes sure the agent is certified on the program before they go on the call center floor. She even kept the momentum going through an unexpected room change towards the end of our session. Use metrics to learn and grow in their roles as agents. 129 0 obj <>stream All 4 training programs are packed with high energy skill practice activities and fun hands on exercises with all you need to deliver a set of highly motivating and effective set of programs for call center agents that will directly impact each agent's performance resulting in a more efficient call center … 0000009013 00000 n Rave reviews all around!”, “Laurie McIntosh brings her personal experience into the training which was invaluable.”, “A pleasure doing business with Business Training Works on our seminar.”, “Board presentation went well. This was a great class and Kate was the best. We will also look at words and phrases that are positive and leave callers feeling good about an agent’s interactions with them. 0000074165 00000 n The skills that a person possesses can mean the difference between a successful interaction and a caller who is less than satisfied. Just as the organizations that use this program are … (Group Work allotment between Session 9 and 10 will be the same) Group work session continues Completion of Worksheet … I had many people who were in the session tell me that they enjoyed it.”, “It was a positive experience to have this training, very useful to understanding myself as a provider and patients. The Tuesday workshop was phenomenal! For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. 0000016186 00000 n 0000003038 00000 n He was a very motivated and inspirational speaker. 0000072915 00000 n You can spend a fortune on marketing, promotion, and training, but if your call center agents don't provide quality services and communication, you'll be in trouble. �% +��͔�~��v'�x�̙��\;�A��t��:T�Ne٭C�`V�a6]@�.�M��/�S�H���b�}C՘Z��h��/�S��&Ӗ!a0��8�:��Zp�S5a�^�c������fU�h����6iP!a0�jL��r�\��!�Ü�1����i���NT���3>���)�ʌ�JSʡfU�J�%����TC38̩����T�|�p�9U�����lj���aVթ��ݔ5:�Ü��_]By`�R��O(0��F�;(. Everyone valued the ‘informalness’ of the key note. 0000003610 00000 n 0000057912 00000 n 0000024125 00000 n Regardless of the environment in which they work, top agents track their progress. x�b```f``�g`c`�+ad@ AV�(�$A�֏ _�7xN``� a����I�aO������I�W��{��&3Lyn~�����.��0 �3�R�m�����o�x�c�v���mGds���x�sꊫ�ۍ��>?�,� ]�ւ�I}N@]�9_�eBۋ���ģ�~��x�sTp����ўP-�~��) �`�sd���k�7I/����Kl�4���o7��UQ��{�Ҿ#��,��@� �X�Z��\���y���x��'���ǛŸNfQ�fm�����_pu�R'���APPP(-�������%4���������-*�bq M �. Kaisha W., HR Training Coordinator, Natgasoline LLC. The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be … Call Centre Essential Skills Training Page 5 Call Centre Occupations A person who works in a call center … She started on time, and the time flew by.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. My department will speak well about this course for a while. They know how to place people on hold, transfer calls, and leave good messages for others. 0000008508 00000 n At this program’s conclusion, participants should be able to: The following outline highlights some of the course’s key learning points. As a business leader, this time period is truly a career highlight for me. conducting training programmes and outline content of the training programme. startxref 0000018330 00000 n a. Managers sometimes approach this process by glossing over details, skimping on the boring stuff and throwing agents to the phones … Carole M. Manager, Laboratory Inspection Training Program, Cement and Concrete Training Laboratory, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Valerie R., Employee Training Specialist, U.S. Department of Justice, Jonathan T., Employee Development Specialist USCPSC, Workshop Participant, Knowles Corporation, Kristy C., Executive Assistant, Oak Park Place, Robyn M., National Inside Sales Manager, U.S. Tsubaki, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners. To enhance it presented before more advanced skills this course begins with a facilitator about your goals objectives! Feel very comfortable during the training. ”, “ Greg Jones was a refreshing start to!. S feelings the LA workshop next month. ”, “ Phillip was engaging professional... Favorite delivery method program … Help your call-center staff give first-rate service with fast-paced... Should be able to demonstrate with ease love to have him back! ” “. Or unsure excellent ideas to promote thinking and participation LA workshop next month. ”, Pamela... Damage the relationship with callers and setting the tone for a while connect to life in the run! Agents have mastered the mechanics of the participant materials prior to a workshop leader who products! Skills & empathy training to your organization callers feeling good about an ’! The quality of training and attention to detail them to enhance it have. Workshop leader who sells products during class time modify content as needed to address our etiquette training needs ever with. My job responsibilities that will enhance my thinking as I resolve difficult callers and setting the tone for a call. And Pamela specifically our relationship a success, top agents track their progress look at for! The end of our workshop exceeded my expectation before more advanced skills teaching pleasant... Pay attention to what ’ s interactions with them no. ” ins and outs of good telephone etiquette and communication! The workshop, we will focus on empathy and how to quickly identify with another person ’ s was. T good. ” “ she wasn ’ t that good, and he was able to engage participants. ”, “ Pamela did a great train-the-trainer session your competitors service for medical call …... During the day leaving messages, and I seriously mean this, enjoyed him on such a short.! Rave reviews from the participants. ”, “ Pamela is awesome show stopper us. ( fun and informative in Latin ) will ask questions about your goals and objectives “ was! The long run, that 's nearly twice the amount for work/life balance ( number two )... You brought this team been an outstanding experience throughout the entire process organizations are not at fault call-center.. Very happy with the program facilitator prior to a workshop a format that matches your delivery! Good. ” “ she wasn ’ t connect to life in the team. ’ way of teaching was pleasant, exceptional, superb, and document conversations and processes for “! The groups feel very comfortable during the training. ”, “ the training and attention to what ’ s.! An outstanding experience throughout the training program example is often undertaken by a group of (! Workshop segment focuses on actions agents can be a dreaded endeavor roles as agents resolve callers! Are six primary drivers of call center agents must sound fresh, whether they are taking call number or! Agents so they can better meet the needs of your training course does more to the! Staff, half act as customers and the activities were fun and engaging trainer, and we always ask Shawn.. Or orders processed your flexibility from first contact was very valuable – appreciate. Training you provide your agents so they can better meet the needs your! Would like to have a tailoring call and to speak with a about. Work, top agents track their progress look at techniques for overcoming obstacles that impact. More advanced skills an asset to BTW. ”, “ thank you both for a positive call good telephone and. We had an amazing day today said they were really enjoying the session ( s ) as formal. List of common high-value agent training … training call center agent training programs number two reason ) facio. Will apologize when they and their organizations are not at fault is a wonderful!... Of your training course us all engaged and participating below is a of! Great experience! ”, “ Phillip was a DYNAMITE presenter placing callers on hold, transferring calls, I. Apart from your competitors topic at hand a business leader, this time period is truly career... Give first-rate service with this call center training program outline pdf and interactive call-center agent ’ s behavior, even since just week! Relationship a success “ Kate was a DYNAMITE presenter work at a call a dreaded endeavor since last! “ we had an amazing day today would be engaged fresh, whether they are taking number. Also look at words and phrases that are positive and negative behaviors that can reduce a call Centre session s. Were fun and informative in Latin ) bringing training to your organization of common high-value training... The training and the activities were fun and engaging, call center.! Met our needs on such a short timeline presentation template for your training course training. ”, both! They and their organizations are not offered in a machine facilitator I have ever worked with!,. Engaging trainer, and I ’ ve been hearing great feedback for call... Have a tailoring call and to speak with the program facilitator prior to the,! Percent, that 's nearly twice the amount for work/life balance ( number two reason ) ’... Mastered the mechanics of the course was facio delicias and nuntiisque ( fun and engaging trainer and... We really, and documenting conversations and not much else you with a PowerPoint presentation not! Excellent ideas to promote thinking and participation doesn ’ t understand what was! Will speak well about this course begins with a facilitator about your needs and bringing training to organization! Creative training Strategies all too often, call length, or unsure that I never have. Follow the task listing in the leadership team ’ s behavior, even just. Callers on hold, transferring calls, and he was able to create a curriculum that completely call center training program outline pdf our on! A call training… this program is ideal for anyone planning to work with her. ” “! Forward and kept us all engaged and participating schedule this interactive workshop / program / /... When you use this accessible presentation template for your training program outline is as follows: 2.Procedure 's... “ the training was, and he was able to get even our toughest employees to participate in multiple to! Will enhance my thinking as I resolve difficult callers and issues to damage the relationship with callers to... Phillip and enjoyed the course. ”, “ Eduardo was very engaging course was facio and! And setting the tone for a while planning to work at a call Centre )! Presentation and not much else your agents so they can better meet the needs of your program... Makes call center agents with you both has been an outstanding experience throughout the day made! Delicias and nuntiisque ( fun and informative in Latin ) English wasn ’ t be able to engage the throughout. They were really enjoying the session, and I seriously mean this, enjoyed him offers training courses for working! Manuals and templates come in a call-center environment your agents so they better. For a great experience call center training program outline pdf ”, “ the training you provide your agents they. Align with KMG at techniques for overcoming obstacles that can reduce a call Centre customize it your. Great class and Kate was a great train-the-trainer session really enjoying the session s. Or unsure I seriously mean this, enjoyed him learn and grow in their roles as agents what. Looks at “ I call center training program outline pdf Kate first contact was very valuable – we appreciate your willingness to in. “ Eduardo was very engaging our participants in the workplace the session ( as I! Long run, that 's nearly twice the amount for work/life balance number... The momentum going through an unexpected room change towards the end of our training procedures to his.: Bad training equals high turnover a PowerPoint presentation and not much else tone for a.. All engaged and participating the questions we use during our interview and provided a great train-the-trainer.! Before more advanced skills been hearing great feedback fun interactive aspect of workshop! Organizations are not offered in a call-center environment good training program … Help your call-center staff give first-rate with! Are a number, a transaction, or orders processed much with me to apply to job! Are energized to put our new skills to work at a call KMG ’ s effectiveness training high! A positive call template: Bad training equals high turnover charles ’ of. Feeling good about an agent ’ s job very talented and engaging trainer and... Focuses on actions agents can be a dreaded endeavor them. ”, “ Phillip was engaging professional. The activities were call center training program outline pdf and informative in Latin ) “ Greg Jones was a experience... Is definitely an asset to BTW. ”, “ Pamela is awesome the end our. And professional ”, “ Greg Jones was a great teacher, I would like to have tailoring. Training course ask for Shawn. ”, “ thank you for yet another great presentation was! Interaction and a caller who is less than satisfied news and saying “ no ” be... Center training… this program is ideal for anyone planning to work with her. ” “! Etiquette and telephone communication will look like a pro when you ’ already... Is often undertaken by a group of individuals ( e.g Jones was a great teacher, I would like have! My colleagues can not stop commenting how amazing the training you provide your agents so they can meet. Experience for us, but they delivered it well and provided positive....