On-Site Call Center Agent Training

This contact center agent training course has been created by Dr. Jon Anton, who pioneered agent training techniques in the customer contact industry. Aimed squarely at front-line agents, this course provides the tools and techniques needed to succeed in developing your agents.

We'll help you with training, designed to help the skills and professional capabilities of your Contact Center personnel. Our training offers comprehensive classes that can be presented on your site and customized to fit your needs. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations.

The class size is controlled to maximize the personal experience and impact. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.

Revolutionizing Contact Center Capabilities

The overall approach is to address core competencies and skill sets in a comprehensive manner. BenchmarkPortal training treats Contact Center agents and team leaders as critical and highly valued resources, developing their leadership abilities. This helps you enhance your overall value to the business. The result: better-trained professionals with improved abilities to solve problems and adapt to change.

Enhancing Agent Performance and Self-Worth

Throughout the class, agents are shown that they are much more than just a body in a cubicle. They learn how to enhance their performance and understand why it is important to do so. By improving skills, agents can increase profits, enhance the value of the Contact Center and increase their personal value and loyalty to the company.

Students leave the course with a better understanding of the customer's expectations each and every time they connect with an agent. Students also realize and appreciate the impact they have on a customer's perception of service excellence. Through interactive exercises that include role playing, agents draw from their personal experiences to improve their skills. And they observe how critical an element their voice plays in the perception of service.

Our on-site call center training provides a cost-effective way to maximize your training, provide training in your call center, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.

• Learns through action - in your center, using your data, using their center management tools and managing your resources
• Customize the learning experience by focusing on specific areas of interest
• Save on employee travel cost
• Minimize time away from work

BenchmarkPortal can improve the performance of your customer service center - - and your career - - with BenchmarkPortal's College of Call Center Excellence certification training!

• Value and Experience
• Quality Based on Data and Research
• Career Enhancement
• Community and Sharing
• Competitive Advantage

Discover why BenchmarkPortal is the Best Call Center Training in the Industry »

Steps To Begin Your On-Site Training:

Contact us today for pricing details and to start your On-Site Training.

• Online: Email Us Today
• Call: 1-800-214-8929 Ext. 1

Call Center Agent Training Workshop Outline:

• Introduction
• Complaint Handling Basics
• Active Listening
• Anger Diffusion
• Objection Handling
• Mediation
• Negotiations

Workshop Includes:

2-Day Workshop with Complaint Handling

• 2-day course including complaint handling at client location
• Plus travel expenses
• Conference call with the client to discuss and customize training to their needs
• Can slightly adjust course to customize for center
• Course materials, examinations, and certificates for the workshop
• Up to 15 people
• Additional agents will increase price
• This is a certification course 

1-Day Workshop with out Complaint Handling

• 1-day course at client location
• Plus travel expenses
• Conference call with the client to discuss and customize training to their needs
• Can slightly adjust course to customize for center
• Course materials, examinations, and certificates for the workshop
• Up to 15 people
• Additional agents will increase price
• This is a certification course

Discounts:

Preferred Partner Discount: Center of Excellence Members 15% off.

Cannot be combined with other offers or discounts.