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.

Call 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.

Workforce 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.

Operations/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.

Quality 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.

Telephone Sales

Many of today’s contact centers have evolved from customer service centers to operations handling both service and sales. However, many centers miss much of the revenue opportunity hiding in customer calls. Ensure you’re making the most of sales opportunities with The Call Center School’s classes for frontline staff, supervisors, and managers.
 

Training 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.

Training 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

Giving call center supervisors the right training

Developing a coaching plan for call center managers

Call centers may benefit from a move to cloud computing

The Call Center School offers free classes to SWPP members