Contact Center Training Course

For many people, the term Contact Center relates to sales calls and telemarketers, but a contact center can provide customer support, information technology support, and much more.  The key to offering great customer experience is in the training.   A well-trained contact center employee can be the difference between gaining more customers and losing them.  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,  participants will discover the basic elements of being an effective employee of a contact center.

Contents of this course  

There are 12 modules / lessons in this course. Each of them have videos, case studies, quizzes etc. Some of the important modules / lessons are - getting started with the course, it starts at the top, peer training, how to build rapport, learn to listen, manners matter - etiquette and customer service, handling difficult customers, getting the necessary information, performance evaluations, training does not stop, closing up the course, etc.

Course Objectives:

At the end of this course all participants will be able to know :

·        How to get management involved in training.

·        Why peer training works.

·        Manners are important.

·        How to build rapport with the callers.

·        How to deal with difficult customers.