Call Center Agent Training

For All Agents (Experienced Professionals or New Hires) • Certification Course

Overview

Agent training certification improves your customer experiences, center morale and financial results. Also, surveys show agents appreciate employers who develop them as professionals. Our certification teaches agents the frontline skills and tools needed for success – – yours and theirs.

The course also includes a special supplement focused on working during a pandemic or other emergency.

High-quality training is the best investment you can make. Talk to us about having all of your agents obtain certification.

What You’ll Learn

After completing this course agents will:

Have the skills that create great customer experiences
Better understand how to connect with customers and build customer loyalty
Handle customer complaints, diffuse anger and negotiate appropriately
Appreciate the importance of good communication and vocal quality
Bring a positive attitude to work and contribute to morale
Tips and tools for working at home as a contact center agent

Objectives

Z

The Mission of Agents

2 Sections

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Role of an Agent

3 Sections

Z

Pandemic Special Supplement

1 Section

Z

Agent Skills

3 Sections

Z

Customer Service Behaviors and Skills

3 Sections

Z

Complaint Handling

3 Sections

Z

At Home Agents

1 Section

Z

The Customer is Ready … Are You?

1 Section

$349.00

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Details

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For All Agents (Experienced Professionals or New Hires)

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On Demand Course (Self - Paced)

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7 Modules | ≈ 2.5-3 Hours

Testimonials

“They really liked the topic on “Complaint Handling.” They learned how they can “apologize without guilt.”

Tanya Nguyen

Member Services Director
Santa Clara Family Health Plan

“The training was very interactive. The instructor was open to all discussions and I felt really involved every step of the way. The training was the right length (duration) and I enjoyed interacting with the group.”

Ken Raymond

Ontario Public Service, Supervisor