Frontline Fundamentals
While most frontline training programs include system navigation and product training, general “customer service skills” are also critical components of the curriculum. With the increased focus on customer satisfaction and retention, frontline training programs should also include spoken communication skills (”what you say” and “how you say it”) as well as techniques for turning around negative customer situations.
view detailsCall Center Supervision
In addition to company-specific supervisor programs that provide training for personnel-related duties (salary discussions, performance reviews, and so forth), call center supervisors also need to know how to monitor staff performance, utilize call center reports and technologies, diagnose performance problems, coach for improved performance, and implement agent retention programs.
view detailsWorkforce Management
At The Call Center School, one of our primary areas of expertise is WFM. Since over two-thirds of call center operating costs are related to personnel, getting the “just right” number of staff in place is critical in terms of both service and cost. We have helped hundreds of companies improve their staffing and scheduling efficiencies through training, consulting, and operational audits.
view detailsOperations/Business
Running a call center operation is like running a business. A successful call center manager must be competent not only in call center operational skills, but must also be proficient in such traditional business disciplines as strategic planning, fiscal management, organizational design, financial analysis, business process improvement, risk assessment, performance management, and more.
view detailsQuality Assurance
“Your call may be monitored for quality purposes.” Call center outsiders may be surprised what happens behind the scenes when they hear this common phrase. Call center insiders know it first takes comprehensive training to make sure the agent knows how to handle the call in the first place, and then ongoing monitoring and coaching to ensure the quality of every single customer interaction.
view detailsCustomer Surveying
Contact centers frequently choose surveying as the method to collect information from customers or employees. Collecting good, reliable survey information requires that you have a properly designed survey instrument so that every respondent interprets each question the same way and that you have a sufficient sample of respondents for the results to truly represent the overall group.
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Frontline Fundamentals – Training Testimonial
The best thing about this program was the real, practical solutions it offered. So often, training seminars give advice and instruction but never show “what right looks like” – this was not the case with “First Class Phone Manners.” Not only will I recommend this program to my colleagues, but we will shortly be delivering [...]
view detailsTraining Delivery Options
The Call Center School provides many different training formats and options to meet the needs of your business. With a firm belief that there is no such thing as “one size fits all” when it comes to training, The Call Center School can assist in helping you develop the perfect educational program for your call center. This program can be any mix of classroom training, web seminars, e-learning programs, books and workbooks, or licensing for train-the-trainer delivery by your own staff.
view detailsTraining Partners
The Call Center School’s training programs are available in countries around the globe.
Our International Training Partners outside North America have been trained and certified to deliver The Call Center School’s educational programs via public and private classroom and web seminars.
Our International Partners have been trained and certified to deliver a wide variety of call center [...]
Updates & News
Our Workforce Management training is bigger and better for 2010!
The Call Center School has partnered with The Resource Center to bring you the 3-day Optimizing Workforce Management seminar. It’s an intense 3-day seminar that includes fundamentals plus advanced topics, along with a great toolkit of workforce management resources and tools.
Dates and Cities include:
April 28-30 [...]
