On-Site Contact 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.

  • 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 certification training!

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

1-Day Workshop without Complaint Handling

  • 1-day course at client location
  • Course materials and certificates of completion
  • Up to 15 people – with flexible options to meet your needs

2-Day Agent Certification with Complaint Handling

  • 2-day course including complaint handling at client location
  • Course materials and certificates
  • Up to 15 people – with flexible options to meet your needs
  • This is a certification course

Agent Training Curriculum:


  • Expectations
  • What is a Call Center?
  • Why Do They Call?
  • Caller Satisfaction
  • Why Do Customers Leave?
  • What The Customer Values!
  • Customer Service Professionalism
  • What Drives Our Actions?
  • Customer Service Overview
  • Customer Expects
  • How Important is Tone
  • How Meaning is Communicated
  • Voice Quality
  • Barriers to Listening
  • Communication Skills
  • Proper Phone Techniques
  • Create a Positive Telephone Image
  • Call Closing
  • Negative Phrases
  • Positive Phrases
  • Questions Types
  • Call Quality
  • Two-Way Communication
  • Barriers to Effective Communication
  • Techniques for Effective Listening
  • Putting Caller on Hold
  • Transferring the Caller
  • Closing Tie Downs
  • Professional Phrases
  • Handling Talkative Callers

DAY 2 – Module 1: Complaint Handling Basics

  • The cause of customer complaints
  • The benefit of handling complaints effectively
  • The learning value of complaints
  • Complaining customers can get angry
  • Summary and suggestions

Module 2: Active Listening

  • The importance of listening
  • Passive versus active listening
  • Steps in active listening
  • Words to encourage the other person to do most of the talking

Module 3: Anger Diffusion

  • Treating anger as an emotional state
  • Recognizing anger
  • Diffusing other people’s anger
  • How to apologize without admitting guilt
  • Transition from anger to diffusion

Module 4: Objection Handling

  • Prerequisites to handling objections
  • Recognizing and objection
  • Handling objections
  • Moving to safer grounds
  • Summary and suggestions

Module 5: Mediation

  • Prerequisites to mediation
  • Recognizing the parties
  • Define your role as a third-party solution broker
  • Mediation steps
  • Mediation results
  • Summary and suggestions

Module 6: Negotiation

  • Prerequisites to negotiations
  • Steps in negotiating
  • Understanding bargaining chips
  • Negotiation styles
  • Negotiation results
  • Summary and suggestions

**Content and material may be updated without prior notice.

Option To Personalize Call Center Training:

Our on-site call center training provides a cost-effective way to optimize training for your specific needs.  Our expert instructors can work with you to ensure that the curriculum is geared toward your problems and aimed at attaining your goals — so that you can successfully elevate your contact center to new levels of excellence. A conference call would be set up to discuss and customize the training to your centers needs.

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

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