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