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Instruction on how to use

Performance Evaluations

Home Performance Evaluations

Contact Center Training

Module 1

Getting Started Contact Center Training
Workshop Objectives Contact Center Training

Module 2

It Starts at the Top
Create Open Culture
Understand Goals
Understand Agents Responsibilities
Identify Education Opportunities
Module 2 Case Study Contact Center Training

Module 3

Peer Training
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Module 3 Case Study Contact Center Training

Module 4

How to Build Rapport
Smile in Your Voice
Engage in Small Talk
Listen Acknowledge Empathize
Be Yourself
Module 4 Case Study Contact Center Training

Module 5

Learn to Listen
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Module 5 Case Study Contact Center Training

Module 6

Scripting
Manners Matter Etiquette Customer Service One
Dead Air
Tone Inflection
Saying it the Right Way
Module 6 Case Study Contact Center Training

Module 7

Manners Matter - Etiquette & Customer Service Two
Reading Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Given Information
Module 7 Case Study Contact Center Training

Module 8

Handling Difficult Customers
Keep Calm
Listen Repeat and Apologize
Avoid Placing Blame
Solve the Problem
Module 8 Case Study Contact Center Training

Module 9

Getting the Necessary Information
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Module 9 Case Study Contact Center Training

Module 10

Performance Evaluations
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Module 10 Case Study Contact Center Training

Module 11

Training Doesn’t Stop
Evaluate Progress
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Module 11 Case Study Contact Center Training

Module 12

Wrapping Up

You must first complete Getting Started Contact Center Training before viewing this Lesson

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