Call Center Agent Development
An 8-session curriculum designed to bring new agents up to speed quickly and to polish the skills of experienced front line staff.
First Impressions: Making the Most of the First 30 Seconds with Preparation and Precision
Nothing can be more lasting than a first impression, and we don’t get a second chance to make a first impression. In a call center, first impressions are vitally important as callers are not only deciding in the first few seconds of the call whether the frontline agent is trustworthy, competent and caring but their perception of the entire company is often formed in these critical introductory moments. In this session agents will learn how to make the most of the first thirty seconds in order to ensure a positive initial first impression.
Improving Vocal Delivery: Speaking to Convince, Influence and Persuade
Improving the sound of the voice and speaking with confidence is what sets apart the great from the average agents in a call center. In the end, it’s not only what you know but how well you can present, persuade and influence your customer. This session breaks down vocal delivery into six key components and aims to increase agents’ awareness of “their sound” and how to use their voice to create maximum impact.
Professional Phone Etiquette: Frontline Agent Call Handling Techniques to Improve Your Company’s Image
Working in a call center can be stressful and challenging as frontline agents juggle the pressures of handling calls with efficiency while managing customer demands. It’s no wonder that some of the core basics of telephone etiquette get lost along the way. Many agents learn call handling techniques in a new hire class but as they grow in their job knowledge basic skills are often neglected. In this session agents will have the opportunity to brush up on their greeting, transferring, placing callers on hold, other phone skills to present a professional image on every call.
Questioning Techniques: Discovering Customer Needs and Uncovering Root Causes
In a call center the art of questioning serves a multitude of purposes and is the basic tool of call handling. It can be said that the one asking the questions is the one taking the lead on the call. Questions are needed to understand caller’s concerns, gain insight into their situation, find the truth behind an incident, and resolve issues. They also serve the purpose of showing interest, establishing credibility, clarifying understanding and guiding more talkative callers to get them back on track. In this session, agents will learn various questioning techniques, when to use each and how to combine different techniques to arrive at the best call outcome.
Empathy Encounter: Building Rapport and Making that Personal Connection with Customers
Let’s face it, the majority of customers are not calling to tell us what an incredible job we are doing and let us know how much they appreciate our products and services. The reality is call center agents encounter customers who are frustrated, upset and sometimes downright angry. This session will equip agents to handle these volatile moments. Agents will learn to recognize caller emotions and master the skill of empathy in order to disarm emotional negativity, and leave callers feeling understood.
Positive Word Choices: Emphasizing the “Can Do” to Knock Down Walls of Resistance
It’s easy to achieve customer satisfaction when we are able to provide just what the customer is asking of us. The challenge is finding the right way to say “no” and lead callers to buy into other options that will resolve their problem to the greatest degree possible. This session is designed to get agents focused on communicating what they CAN do. Customers who experience can-do responses are more inclined to buy in and cooperate, leading to greater call satisfaction for both caller and agent.
Managing Difficult Callers: How to Win Over the Most Challenging Customers
Knowing how to handle difficult customers is an essential part of the job for a call center agent. Agents can’t change customers’ personalities, but they can learn to manage the moment and move the caller along toward the call resolution. In this session, agents will learn to identify types of difficult callers and techniques for managing to each type.
Introduction to Call Center Operations: Understanding the Responsibilities of Being on the Frontline
Managing high call volumes, achieving speed of answer goals and meeting customer expectations are just some of the drivers that make a call center environment unique. Knowing the operating principles helps agents understand their role and the responsibilities that come with being a member of the frontline team. In this session agents will learn the basics of call center staffing, the importance of schedule adherence and how to make good choices that support the customer and overall call center operations.