Contact Center Training

Private On-Site Training

Personalized Training Delivered At Your Center!

Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues 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

Contact Center Management Certification

  • 3-day training at client’s location
  • Course materials, examinations, and certificates included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Leadership & Organization, Data Analytics, Human Resources, Agent Satisfaction, Customer Satisfaction, Basic Workforce Management, Quality & Call Monitoring, Coaching For Performance, Self-Service and Benchmarking.

Quality Assurance Certification

  • 2-day training at client’s location
  • Course materials and certificates included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Introduction to Quality Assurance, Creating a QA Strategy, Positive Culture and Behaviors, Quality Assessment Forms, Service vs Compliance, Call Monitoring Process, Evaluation Frequency, Art of Coaching, Feedback, Time Management, Reward and Recognition Methods, Technology and 3rd Party Options.

Workforce Management Certification

  • 2-day training at client’s location
  • Course materials and certificates included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Gathering Information, Forecasting, Planning, Optimizing Performance, Analysis and Change Management.

Supervisor Certification/Team Leader Training

  • 2-day training at client’s location
  • Course materials and certificates included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Defining & Performing the Supervisor’s Job, Communication, Development Process, Feedback, Improvement Action Plans and Coaching.

Agent Certification

  • 1 or 2-day course at client’s location
  • Course materials and certificates included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Call Center Soft Skills, Complaint Handling, Active Listening, Anger Diffusion, Objection Handling, Mediation and Negotiations.

Coaching for Performance

  • 2-day training at client’s location
  • Course materials and certificates of completion included
  • Up to 15 people – with flexible options to meet your needs
  • Curriculum Includes: Role & Responsibilities, Characteristics of a Coach, Performance Metrics Used to Define Agent Performance, Compare and Contrast Performance Metrics with Performance Management, Balance Between Agent Metrics & What Agents Care About, Gap Between What is Desired Versus The Target, Gap Analysis to Reach Target Performance, Practice and Application Exercises.

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