Who offers training courses for people working in call centers. We are going to adapt some of our training procedures to fit his suggestions.”, “Pamela is awesome. %%EOF 0000024125 00000 n This workshop segment focuses on actions agents can take to stay fresh and focused throughout the day. … Working with you both has been an outstanding experience throughout the entire process. Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. ��F�5C��6��t��V�jrx�a��J�@�AnT��@`����������Mg0;�5�2H1�0d0�t�~``��Ǵ����O`�4PS�q9���w��%6$@�oz��G�������/0Dh7�3�9���dǽ���pD�re`^Jc\,�@:��y{�f� L�� In this final part of the program, we will discuss best practices for measuring a team’s success and actions the group can take to learn from each other. I would like to train my call-center employees. During this part of the program, participants will identify behaviors that make an agent good, behaviors that sabotage an agent’s effectiveness, and the challenges that can make giving great service difficult. A good training program … In their 2020 Retention Report, Work Insitute found that the top cause - for the third year in a row - of employee attrition is lack of career development. As part of your training program, we will modify content as needed to meet your business objectives. 0000002921 00000 n They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. Training call center agents can be a dreaded endeavor. Wanted to say a quick thank you for your exceptional “customer service” in dealing with us.”, “I wasn’t sure what to expect and found it to be awesome. 0000018330 00000 n We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. Your style has that special something that really engages people.”, “Stefanie is knowledgeable, credible, fun and engaging as a facilitator.”, Customer Service Training for Call Center Employees, Shirley B., President, Universal Cargo Management, Brian Howard, Training, Coordinator, LM Wind Power Blades. 0000071151 00000 n There are good arguments for both approaches. Prepare agents to navigate skillfully through every customer call by familiarizing them with a roadmap to effective telephone communications. Charlie did a fantastic job. 0000009344 00000 n I am looking forward to working with them again!”, “I liked that fact that we were kept busy – it never got boring.”, “Pamela Sumner is professional, warm, and highly educated. 0000006106 00000 n Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Liz B., Manager, Duluth Public Works and Utilities, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Sharon M., Quality Manager, Northern Valley Indian Health, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona. He was a very motivated and inspirational speaker. 84 46 Documenting your customer support onboarding and training procedures in a customer service training manual can help new hires learn their jobs faster and do their jobs better. This is the official accredited CCCM Call Center Manager Certification training course. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. “WOW – where do I begin!? Drivers of Call Center Training Requirements Key Points • Each training program should be viewed in the context of an overall training framework designed to provide employees with the tools they need to perform within expectations. Laurie was engaging as a speaker. This is the 10th session we have scheduled, and we always ask for Shawn.”, “Both sessions went great. Regina’s materials were relevant to our jobs. The template has 14 slides, including introduction, training outline, three lessons with objectives, content and wrap-up slides, a training … Carole M. Manager, Laboratory Inspection Training Program, Cement and Concrete Training Laboratory, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Valerie R., Employee Training Specialist, U.S. Department of Justice, Jonathan T., Employee Development Specialist USCPSC, Workshop Participant, Knowles Corporation, Kristy C., Executive Assistant, Oak Park Place, Robyn M., National Inside Sales Manager, U.S. Tsubaki, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners. It also offers alternative language for showing understanding and concern for callers. Great agents have mastered the mechanics of the phone. 129 0 obj <>stream He is the greatest facilitator I have ever worked with!”, “Kate was a refreshing start to 2020! These workshops are not offered in a public seminar format. We recommend her every time. 0000021548 00000 n x�b```f``�g`c`�+ad@ AV�(�$A�֏ _�7xN``� a����I�aO������I�W��{��&3Lyn~�����.��0 �3�R�m�����o�x�c�v���mGds���x�sꊫ�ۍ��>?�,� ]�ւ�I}N@]�9_�eBۋ���ģ�~��x�sTp����ўP-�~��) �`�sd���k�7I/����Kl�4���o7��UQ��{�Ҿ#��,��@� �X�Z��\���y���x��'���ǛŸNfQ�fm�����_pu�R'���APPP(-�������%4���������-*�bq M �. Moments of reflection, laughter, and engagement made this a great FLAG kickoff to the year!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. Training presentation. The one main piece of feedback I got was they wanted more time.”, “Business Training Works made this project extremely easy for me. Our team is very happy with the training and the content that was presented. • There are six primary drivers of call center training… The skills that a person possesses can mean the difference between a successful interaction and a caller who is less than satisfied. You will look like a pro when you use this accessible presentation template for your training course. She made the groups feel very comfortable during the training.”, “Shawn was an excellent facilitator. Some call centers track such formal metrics as call volume, call length, or orders processed. Recommend language and processes for saying “no.”. It was truly an effortless experience for us!”, “I LOVED Kate. Very informative and interactive. Call center agents must sound fresh, whether they are taking call number one or call number one hundred. endstream endobj 85 0 obj <> endobj 86 0 obj <> endobj 87 0 obj <> endobj 88 0 obj <> endobj 89 0 obj <> endobj 90 0 obj <> endobj 91 0 obj <> endobj 92 0 obj <> endobj 93 0 obj <> endobj 94 0 obj <> endobj 95 0 obj <> endobj 96 0 obj <>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC]/ExtGState<>>> endobj 97 0 obj [/CalRGB<>] endobj 98 0 obj <> endobj 99 0 obj <>stream 0000008508 00000 n Some agents will apologize when they and their organizations are not at fault. !”, “I’m usually quiet in group discussions, but I enjoyed this course so much, I participated quite a bit.”, “The course was high-quality, first-class, first-rate, superior, fine, excellent and hence forth. Loved every minute and the fun interactive aspect of our workshop exceeded my expectation. Who offers an interactive workshop? Shane S., General Manager, Aero-Flite, Inc. Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Michael O., Staff Relations Representative, The Cheesecake Factory, Elizabeth T., Assistant Professor, Baylor College of Medicine, Kale B., Global Quality-CI Manager, KMG Chemicals, Alexandra N., Training & Development Manager, Simon Kucher & Partners, Gina J., Executive Analyst, City of Klamath Falls, Geri T., VP Human Resources, Hamburg Süd NA, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training), Mia C., Division Chief, Business Management, US Mint, Moneke K., Administrative Coordinator, USPS, Maria F., Learning Consultant, Independence Blue Cross. Delivering bad news and saying “no” can be two of the most challenging aspects of a call-center agent’s job. 0000045774 00000 n “Phillip, you are the best! It was a pleasure working with you, and thank you for providing some valuable insights for our SES!”, “I have been in several training sessions, and I have to say this has been the best one. Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. They pay attention to what’s working and what isn’t. xref 0000011634 00000 n “I couldn’t understand what he was saying. 0000007690 00000 n She reminded me of my great grandmother. Reduce barriers to effective communication. They’re already asking when you’re coming back. trailer In the long run, that behavior does more to damage the relationship with callers than to enhance it. Use metrics to learn and grow in their roles as agents. I took this class years ago with her and she makes the information stick.”, “Stefanie was upbeat, engaging, and relatable. Next, we will explore such activities as setting a positive tone, listening and confirming what is said, asking appropriate questions, and using questions to guide callers through the decision-making process. 0000002220 00000 n This part of the course looks at “I’m sorry” and when to use it. The training time frame depends on the applicant's previous call center or healthcare experience. It’s important to choose a format that matches your favorite delivery method. Thomas was exactly who we needed to address our etiquette training needs. 84 0 obj <> endobj Review the ins and outs of good telephone etiquette and telephone communication. This was a great class and Kate was the best. A partner who will ask questions about your goals and objectives. 3–D JUST A CALL AWAY – The Outbound Call FOREWARD This program is designed as a half-day training session on handling the outbound call. His English wasn’t that good, and I don’t speak anything else. Pamela was able to create a curriculum that completely met our needs on such a short timeline. The training was well presented and held the group’s attention. A talking head with a PowerPoint presentation and not much else. We will also look at words and phrases that are positive and leave callers feeling good about an agent’s interactions with them. We really, and I seriously mean this, enjoyed him. Some don’t. My colleagues cannot stop commenting how amazing the training was, and we are energized to put our new skills to work. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “Greg was awesome! Call Center Training Program: Soft Skills & Empathy. 0000021365 00000 n This interactive workshop covers the fundamental skills all call-center agents should be able to demonstrate with ease. We all got a lot out of the training and hope to have him back again for follow up.”, “Myla was very professional and brought subject matter expertise to the training. 0000001962 00000 n He was fantastic, and I have received great responses from the participants about the training!”, “We also appreciate how well prepared you (Phillip) are, and that the subject matter is addressed in substantive way that has real impact. 0000002804 00000 n Thanks for your training.”, “Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”, “I wanted to reach out to you regarding Phillip and what wonderful experience it was for our teams to have him as our facilitator for the team building and cross-cultural communication course last Friday. Kick off training with an introduction (live or video) from the call center … CCA: Call Center Agent; Learning Objectives After you complete this customer service training course, you will be able to: Understand the nuances of body language and verbal skills, which are so … A training program example is often undertaken by a group of individuals (e.g. 0000020596 00000 n Introduce the team. Call centre training is a natural extension of its existing business since it already serviced the existing call … Our training program is deigned to do just that Outbound Sales Program Our Training program works best for the outbound sales trainees because it follows a natural call flow and offers the best skills for every step of a sales call… We sincerely appreciated all of Stefanie’s hard work delivering a quality presentation to a diverse group of individuals.”, “Pamela and Business Training Works put together a wonderful training program for ACERTUS. We had plenty of great feedback from fellow colleagues regarding the presentation, and we’ve already had individuals implementing information they learned from the presentation. ”Excellent” according to our chairman. 0000005341 00000 n Her style translates to small groups as well as large formal settings. 0000014054 00000 n 0000002453 00000 n Appropriate for call center managers, call center supervisors, contact center … Introduction to Call Center Agent Training Program Checklist Template: Bad training equals high turnover. Regardless of the environment in which they work, top agents track their progress. 0 As a business leader, this time period is truly a career highlight for me. Thank you, Greg!”, “Greg Jones was a DYNAMITE presenter! 0000073634 00000 n The sense that you are a number, a transaction, or a cog in a machine. Ub��T���j*N��[ �fVYUVul�L9���;�z��e�Lkr07s�T�9�KvᛂYuU5�����Q{u3��_�M�a2%�L9��Yu�ٝ)7���}m�5�1�/�3�x�2q*�/�S5�:T�Ps�)7�W73꾈jө2F�+��s��ۺS3����^�MSb5-�z̙ͨM�F̩�R�Ne9�B�`VՋ��lR��C�`Nջ��9|C�`NՋ�u6��fJ��^F�u6SͲ�bk�L=[xYs��ͬ�Q՚���`n�L�h�$g�V�6���S5���B� ��βN=�����x�`n� uZuNZ�s����HZ�RC�`V�ˠ.�h1�N=��n��;���Jc�p��x��ҭ�P�6��^-M��{�{�9��v-��p�4ǔ����4&f2�&��̦*;�S�!X0��o�_�1�Q��{s3k�%Њ&�����T�D��+��C�`Fկ�'/㳲����mf���nM��B�`Μ��-�Uu��.U�J���n�T��U�f I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. Creative Training Strategies All too often, call center … All 4 training programs are packed with high energy skill practice activities and fun hands on exercises with all you need to deliver a set of highly motivating and effective set of programs for call center agents that will directly impact each agent's performance resulting in a more efficient call center … 0000072915 00000 n The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be … I feel like we all took something positive away from the course which is all I can ever ask for.”, “I would like to say that yesterday was simply amazing. She even kept the momentum going through an unexpected room change towards the end of our session. She is definitely an asset to BTW.”, “Eduardo was an excellent facilitator. Lessonly makes call center training less frightening. You are a true gem! Lauren L., Instructional Designer, Chick-fil-A,Inc. Our team was receptive and the activities were fun and engaging. Eduardo was very interactive with the group and had excellent ideas to promote thinking and participation. Jim D., Plover Plant Manager, Ingredion Inc. Cindy T., Administrative Assistant, Cutanea LIfe Sciences, Robin A., Manager, Talent Development thyssen-krupp Elevator, Business Etiquette, Civility, and Professionalism, Leadership for Customer Service Leads, Supervisors, and Managers, Critical Thinking and Problem Solving in Customer Service. Offer techniques for dealing with difficult calls. A workshop leader who sells products during class time. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”, “I heard a lot of positive feedback and several people approached me about your contact info for following up. 0000003240 00000 n He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “In each of the sessions that ZMC has hired Business Training Works, I have learned something new — even with the same topic. The feedback I got from my staff was that it was useful not only in work but in their personal lives as well.”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! The key note asset to BTW. ”, “ the training was, and documenting conversations public! Service with this fast-paced and interactive call-center agent training … call center agent program! 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Introduction to call center … Lessonly makes call center agents must sound fresh, whether they are taking number. Skills to work at a call Centre and how to quickly identify with another person ’ s and!