Contact Center Training

Agent Certification

This course teaches the skills and tools needed to be a successful contact center agent. After completing this course agents will have insight into:

 

  • Understanding the business objectives of your Center, strategies and mission statements
  • What consumers think and how to create customer loyalty
  • Service behaviors and skills that make for a great customer experience
  • What poor and WOW service looks and sounds like
  • Listening, questioning and communication skills, and proper phone techniques
  • Handling customer complaints, diffusing anger and negotiation
  • Importance of good communication and vocal quality
  • The impact of attitude and being a positive force within your work team
  • Tips and tools for working at home as a contact center agent
  • A special supplement focused on working during a pandemic or other emergency

For All Agents (Experienced Professionals or New Hires)

On Demand Course

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7 Modules | ≈ 2.5-3 Hours

TESTIMONIALS

What Our Customers Say

“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

COURSE

Course Modules

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The Mission of Agents

2 Sections

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Role of an Agent

3 Sections

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Pandemic Special Supplement

1 Section

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Agent Skills

3 Sections

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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

One Section

Special Pandemic Module

COURSE

Private Course Offerings

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
  • 1-2 day training at client’s location
  • Course materials, examinations, and certificates included.

Book A Course Today!

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