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Back to the Sales and Marketing

Contact Center Training Course

When a customer contacts a firm, they expect an informed representative. They want to be certain that the individual responding to their inquiries is knowledgeable in the subject matter. It’s crucial to train your employees and provide them with the knowledge they need to serve your clientele well.

With the help of our Contact Center Training class, your participants will learn how to offer excellent customer service. They will learn how to establish relationships, cope with challenging customers, and listen well. When all of these abilities are applied, your company’s overall customer happiness will rise.

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now
Sales and Marketing

Module 1

  • It Starts at the Top
  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Knowledge Check

Module 2

  • Peer Training
  • Top Performing Employees
  • Discuss Role With Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Knowledge Check

Module 3

  • How to Build Rapport
  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Knowledge Check

Module 4

  • Learn to Listen
  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Knowledge Check

Module 5

  • Manners Matter: Etiquette & Customer Service (I)
  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right
  • Knowledge Check

Module 6

  • Manners Matter: Etiquette & Customer Service (II)
  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Knowledge Check

Module 7

  • Handling Difficult Customers
  • Keep Calm
  • Listen, Repeat, and Apologize
  • Avoid Placing Blame
  • Solve the Problem
  • Knowledge Check

Module 8

  • Getting the Necessary Information
  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Knowledge Check

Module 9

  • Performance Evaluations
  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Knowledge Check

Module 10

  • Training Doesn’t Stop
  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Knowledge Check

Assessment

  • Post-Test

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now