Contact Center Training

Contact Center Training

This is a complete library of all the soft skills training materials – everything you need to deliver professional one-day workshops, tailored to your exact needs!

Trainer’s guide, workbooks, PowerPoint slides, activities, exercises, and more! All fully customizable and print-on-demand.

This is a one-time investment for all of your workshop materials: lifetime licensing for an unlimited number of workshop participants.

Course Outline

  • Workshop Objectives
  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions
  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Three: Review Questions
  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions
  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions
  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions
  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Module Seven: Review Questions
  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Module Eight: Review Questions
  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Module Nine: Review Questions
  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Module Ten: Review Questions
  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Module Eleven: Review Questions
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
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