Online Instructor-Led Basic Call Center Agent Training

Course Outcomes

This customer service training course for call center agents will:

• Suggest tactics for better self-management and accountability.
• Review the mechanics every call center agent should know.
• Offer strategies for building rapport, adapting to style preferences, showing empathy, and managing tough calls.
• Outline nine dimensions of exceptional service.
• Offer ample opportunities to practice skills learned and identify strengths and opportunities for improvement.

Course Overview

A first-rate call center agent can mean the difference between a delighted and distressed caller. Great agents know how to deliver. This three-part program covers the ins and outs of providing strong customer service in a call center environment. Part three relies on real-world scenarios based on the types of calls your agents receive. We will work with you to develop these examples. We can teach this course in a single day with breaks between each two-hour segment or spread the sessions across multiple days.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

• Connect emotionally to the role of call center agent.
• Manage personal stress.
• Self-manage behaviors.
• Nurture trust with compassion, care, and dignity.
• Transfer calls, place callers on hold, and document conversations.
• Show a sense of personal care and empathy.
• Reduce communication barriers.
• Accommodate different types of callers.
• Handle emotionally difficult calls and callers.
• Say “no” with care.

Segment One Modules

• Self-Management: You Manage You
• Service Relationships: Creating Connections
• Smoother Moves: Call Mechanics
• Perceptions: You Are What They Think
• Distress Signals: Diffusing Emotions with Empathy
• Your Turn: Problem Solving

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

• Explain how an agent’s choices influence the call experience.
• Avoid trigger words.
• Contrast transactions and relationships.
• Demonstrate nine dimensions of service.
• Identify green, yellow, and red rules.
• Explain concentrative versus collaborative work.
• Discuss people styles and how to adapt to different style preferences.

Segment Two Modules

• What People Want: Expectation of Care and Dignity
• Seizing Opportunities: Transaction or Relationship Focus
• The Complete Package: Nine Service Dimensions
• Task Management: Personal Accountability
• Stretching and Bending: Adapting to Styles

Segment Three Objectives

At this segment’s conclusion, participants should be able to:

• List the goals of a call.
• Apply techniques discussed during the course to real-world scenarios.
• Identify call strengths and opportunities.
• Create an action plan.

Segment Three Modules

• Targets in Mind: Meeting the Objective
• Center Stage: Practice Scenarios
• Lessons Learned: Final Review
• Moving Forward: Next Steps

By the end of this program, participants should have a clear idea of what “A” service in a call center is and be well on their way toward earning that grade.