Course description
Call centers have become integral to the operations of countless companies across various industries. They serve as centralized hubs for handling customer inquiries, resolving issues, and providing information about products and services. The reasons why companies use call centers are multifaceted and extend far beyond just cost efficiency.
Given the pivotal role of call centers in customer interactions, companies must provide call center training for their employees. Here's why:
- Consistent Service: Training ensures that all call center agents provide a consistent level of service. Customers should have a similar experience when they contact the company, regardless of which agent they speak to. Training helps establish and maintain this consistency.
- Effective Communication: Call center training focuses on communication skills, teaching agents how to actively listen to customers, empathize with their concerns, and convey information clearly and professionally.
- Problem-Solving Skills: Training programs often include scenarios and case studies that help agents develop their problem-solving abilities. This is vital for resolving complex customer issues efficiently.
- Adaptability: The business landscape is constantly evolving, and call center agents must adapt to new technologies, processes, and customer demands. Ongoing training ensures that agents stay up-to-date and are prepared to handle changing situations.
- Reduced Turnover: Well-trained call center employees are more likely to feel confident and satisfied in their roles. This can lead to reduced turnover, which is beneficial for companies as they can retain experienced staff and avoid the costs associated with hiring and training new employees.
Companies use call centers to improve customer service, streamline operations, and gather valuable data. MSI’s call center training for employees is essential to ensure that these centers function effectively, maintain consistency, and provide a high standard of service that meets customer expectations. It is an investment that benefits the company and contributes to customer loyalty and business success.
The Management and Strategy Institute’s online call center agent training will give your employees the skills they need quickly and affordably.
Who should attend?
The Call Center Agent training & certification includes all of the course work required to study for and pass the certification exam. This certification program is perfect for first-time call center employees who need to learn the key skills to handle business phone calls.
Training content
- How to serve people
- What callers want
- What do you want
- What people don’t like
- Establish rapport
- Connect to callers emotionally
- Control your tone
- Be emotionally skilled
- Obtain information
- Ask efficient questions
- Minimize misunderstandings
- Ask probing questions
- How to provide information
- How to present data
- What not to do
- Telephone conversations
- Common situations
- Open phone conversations
- Answer phones
- Close a phone conversation
- Put people on hold
- How to transfer
- Control your tone Structure your sentences
- Lack of body language
- Rate of speech
- Respond to angry customers
- How to listen
- Power of listening skills
- What callers want
Course delivery details
The training course is self-paced. Time to complete and fully comprehend will vary with every individual. The course was designed to take approximately 2 hours. You may take the final exam as soon as you’re ready. You have access to the program for 1 year from the date of purchase.
Why choose MSI?
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Reviews
Average rating 4.9
Easy to follow online training. Good user interface.
Made it simple to understand concepts
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Management and Strategy Institute
The Management and Strategy Institute (MSI) is a prominent ISO 9001-certified trade association dedicated to representing process improvement professionals across various industries. MSI has a vast membership of over 350,000 individuals, spanning 50 states and 34 countries. The institute offers...
The materials were relevant and easy for follow, and since I currently teach adults, I can safely say that the techniques provided are practical and successful when applied.