Call Center Training - Frontline Fundamentals
Frontline Fundamentals Training Curriculum
Email Essentials: A Frontline Guide for Writing Effective Emails (E-learning):
This 3-part program provides best practices for written communications with customers. Students will learn to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.
World of Call Centers: An Operational Overview (E-learning):
This 3-part e-learning program provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.
Anatomy of a Sales Call: Four Steps to Successful Selling (E-learning):
This 3-part program outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.
Power of One: The Difference One Agent Makes (Web Seminar):
This 90-minute web seminar provides two important lessons. The Power of One class helps frontline agents understand the important role they play in building customer relationships, as well as impacting the overall operation of the call center.
Dates: January 12, May 10, September 6
Dates: January 12, May 10, September 6
World of Call Centers: An Operational Overview (Web Seminar):
This 90-minute web seminar provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.
Date: January 19, May 17, September 13
Date: January 19, May 17, September 13
Vocal Makeover: Proven Techniques for a Winning Voice (Web Seminar):
This 90-minute web seminar will help students fine-tune their vocal techniques to become better communicators over the telephone. Learn how to get rid of distracting voice mannerisms and identify the seven vocal characteristics and how to improve each one for a better telephone voice.
Dates: January 26, May 24, September 20
Dates: January 26, May 24, September 20
First Class Phone Manners: The Musts of Telephone Best Practices (Web Seminar):
This 90-minute web seminar provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.
Dates: February 2, May 31, September 27
Dates: February 2, May 31, September 27
Power Phrasing: Winning Word Choices for Effective Communications (Web Seminar):
This 90-minute web seminar provides guidelines for words to use and not to use to make the most of every phone call. Students will learn words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.
Dates: February 9, June 7, October 4
Dates: February 9, June 7, October 4
Tyrant Turnaround: Going From Difficult to Delighted Callers (Web Seminar):
This 90-minute web seminar provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.
Dates: Februrary 17, June 14, October 11
Dates: Februrary 17, June 14, October 11
Email Essentials: A Frontline Guide for Writing Effective Emails (Web Seminar):
This 90-minute web seminar provides best practices for written communications with customers. Students will learn to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.
Dates: February 23, June 21, October 18
Dates: February 23, June 21, October 18
Selling Through Service: Increasing Revenues with Customer-Focused Selling (Web Seminar):
This 90-minute web seminar helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.
Dates: March 1, July 12, October 25
Dates: March 1, July 12, October 25
Anatomy of a Sales Call: Four Steps to Successful Selling (Web Seminar):
This 90-minute web seminar outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.
Dates: March 15, July 19, November 1
Dates: March 15, July 19, November 1
Frontline Fundamentals - 3-Part Phone Skills Package (web seminars):
This 3-course web seminar package provides the fundamentals of telephone and customer service skills. The 3-part program includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround in three consecutive weeks.
Frontline Fundamentals - 6 Seminar Core Curriculum (web seminars):
This 6 course web seminar package includes all the topics in the core Frontline Fundamentals program. Topics include Power of One, World of Call Centers, Vocal Makeover, First-Class Phone Manners, Power Phrasing, and Tyrant Turnaround.
Frontline Fundamentals - 9 Seminar Full Track (web seminars):
This 9-seminar package includes all the topics in the Frontline Fundamentals program. Topics include the full array of customer service, phone skills, vocal training, email essentials, and sales skills.
Mastery Certification - Frontline Fundamentals (online exam):
Upon completion of the Frontline Fundamentals core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Fundamentals from The Call Center School.
Mastery Certification Frontline Telephone Skils (Online Exam):
Upon completion of the Frontline Telephone Skills core training curriculum, take the online mastery exam to earn Mastery Certification in Frontline Telephone Skills from The Call Center School.
Mastery Certification Telephone Sales (Online Exam):
Upon completion of the Telephone Sales core training curriculum, take the online mastery exam to earn Mastery Certification in Telephone Sales from The Call Center School.
Mastery Certification Customer Surveying (Online Exam):
Upon completion of the Customer Surveying training curriculum, take the online mastery exam to earn Mastery Certification in Customer Surveying from The Call Center School.
First Class Phone Manners (eLearning):
This self-paced e-learning program provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.
Power Phrasing: Winning Words for Effective Communications (eLearning):
This self-paced e-learning program provides guidelines for words to use and not to use to make the most of every phone call. Students will learn words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.
Tyrant Turnaround: Going From Difficult to Delighted Callers (eLearning):
This self-paced e-learning provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.
Frontline Fundamentals - 3-Part Phone Skills Package (e-Learning):
This 3-course self-paced e-learning program provides the fundamentals of telephone and customer service skills. The 3-part program includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround.
Power of One: The Difference One Agent Makes (E-Learning):
This3-part e-learning program provides two important lessons. The Power of One class helps frontline agents understand the important role they play in building customer relationships, as well as impacting the overall operation of the call center.
World of Call Centers: An Operational Overview (E-learning):
This 3-part e-learning program provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.
Vocal Makeover: Proven Techniques for a Winning Voice (E-Learning):
This 3-part program will help students fine-tune their vocal techniques to become better communicators over the telephone. Learn how to get rid of distracting voice mannerisms and identify the seven vocal characteristics and how to improve each one for a better telephone voice.
Email Essentials: A Frontline Guide for Writing Effective Emails (E-learning):
This 3-part program provides best practices for written communications with customers. Students will learn to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.
Selling Through Service: Increasing Revenues with Customer-Focused Selling (E-learning):
This 3-part program helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.
Anatomy of a Sales Call: Four Steps to Successful Selling (E-learning):
This 3-part program outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.
Frontline Fundamentals - 6 Seminar Core Curriculum (eLearning):
This 6 course eLearning package includes all the topics in the core Frontline Fundamentals program. Topics include Power of One, World of Call Centers, Vocal Makeover, First-Class Phone Manners, Power Phrasing, and Tyrant Turnaround.
Frontline Fundamentals - 9 Seminar Full Track (eLearning):
This 9-seminar package includes all the topics in the Frontline Fundamentals program. Topics include the full array of customer service, phone skills, vocal training, email essentials, and sales skills.
Classroom Training - Frontline Fundamentals:
The Call Center School's popular training program in Frontline Fundamentals is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique training needs and telephone scenarios.
Price: Call for Quote
Price: Call for Quote
The Power of One - Frontline Fundamentals Book:
The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.
Power Phrasing - Frontline Fundamentals Book:
Power Phrasing: Winning Words for Effective Telephone Communications is a 35-page Frontline Fundamentals book. It is designed as an easy-to-read guide to help call center staff make the best possible word choices for customer conversations.
Frontline Fundamentals - Train the Trainer (licensing):
Any of the content from The Call Center School's Frontline Fundamentals program may be licensed for ongoing delivery by a call center's in-house training team. Choose any of the 7 topics from the Frontline Fundamentals classes as a train-the-trainer program.