Frontline Fundamentals - 9 Seminar Full Track (e-Learning):

This self-paced, 27 module e-Learning 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.

Polish the skills of your frontline agents with these 9 e-Learning seminars (3-modules per course):

Course 1: The Power of One: The Difference One Agent Can Make
Course 2: World of Call Centers: An Operational Overview
Course 3: Vocal Makeover: Techniques for a Winning Voice
Course 4: First Class Phone Manners: The Absolute Musts of Telephone Best Practices
Course 5: Power Phrasing: Winning Words for Effective Communications
Course 6: Tyrant Turnaround: Going from Difficult to Delighted Callers
Course 7: Email Essentials: Frontline Guide for Writing Effective Emails
Course 8: Selling through Service: Increasing Revenues by Customer-Focused Selling
Course 9: Anatomy of a Sales Call: Four Steps to a Successful Setting

Join The Call Center School for these practical, how-to seminars designed to fine-tune the communications skills of call center staff.


Students will learn to:
- Identify the importance of a single agent in building customer relationships.
- Describe the role that agent adherence plays in call center service, occupancy, and cost.
- Fine-tune the seven vocal characteristics to improve communications effectiveness.
- Identify the musts of telephone etiquette.
- Perform a message makeover by choosing better words in customer communications.
- Construct strategies for dealing with a wide range of difficult callers.
- Build effective emails and overcome the most common email writing problems.
- Expand service skills to expand into a customer focused selling environment.

Price: $450 (Single-user, 30-day licenses)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122