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Program: First Class Phone Skills

  • Foundational phone skills for telephone agents
  • Covers everything from call flow and etiquette to voice techniques
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
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Program description

Excellent service over the phone starts with first class phone skills. This self-paced e-learning program equips telephone agents with proven techniques to deliver stellar customer service over the phone. It is designed to lay a robust foundation of communication and soft skills by covering the topics of call structure, word choice, etiquette, and voice techniques.

Who should take this?

  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with phone skills
  • Supervisors or coaches that manage telephone agents

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 3 h 50 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

Make every customer call count!

Navigating a Customer Call

From the opening and closing of a call to best practices for transferring and placing a customer on hold, this course will help agents manage all customer interactions in an effective and professional manner. Agents will also learn to create professional voicemail greetings and messages.

Agents will learn to:

  • Identify the key components of effective call openings and closings.
  • Avoid the most common telephone etiquette problems and bad habits.
  • Practice the recommended techniques for transferring callers and putting them on hold.
  • Identify ways to expertly close the call to leave the customer with a positive impression.
  • Recognize best practices when relying on voicemail communications.
  • Create professional voicemail greetings and voicemail messages.
  • 7 modules
  • 72 min

Included modules and learning aims:

  1. Introduction 08 min

    • Describe the importance of telephone etiquette
    • Identify the places in a call where manners matter
    • Outline the content of the course
  2. The Warm Welcome 12 min

    • Describe the importance of first impressions on a phone call
    • Outline the two main parts of a proper greeting
    • Describe options for welcoming and orienting the caller
    • Describe options for taking possession of the call
  3. The Caller Shuffle 13 min

    • Identify hold and transfer scenarios that may impact caller perception
    • Outline recommended techniques for transferring calls
    • Outline recommended techniques and words to use when placing callers on hold
  4. Gracious Goodbyes 08 min

    • Identify the components for a successful call closure
    • Describe the importance of first call resolution
    • Outline the words and phrases to use in a call closing
  5. Voice Messaging 10 min

    • Outline the top etiquette offenses related to voice messaging
    • Describe the problem messaging behaviors and how to avoid them
    • Identify the components needed for an effective mailbox greeting
  6. Etiquette Essentials 12 min

    • Identify the most common phone manners mistakes in telephone communications
    • Outline best practices in use of names, titles and accents
    • Describe some of the most desirable words to enhance communications
    • Outline words and behaviors to avoid over the phone
  7. Course Review and Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly. Good luck!

2. Power Phrasing

Winning Words for Effective Communications

Power Phrasing

This interactive e-learning course provides guidelines for words to use and words to avoid on every customer call. It outlines 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.

This course teaches the skill of choosing just the right word or phrase to send the best message. Learn how to say “no” in a positive manner by performing a “message makeover” and eliminating negative words and irritating phrases from your communication.

Identify caller communication styles and select the best words and phrases to build rapport with your customers. The end result will be callers who leave with a positive impression of the agent and the company.

Agents will learn to:

  • Describe the importance of selecting the right words to convey a message.
  • Avoid using negative phrases and wording and replace with positive phrases.
  • Identify key phrases that help build rapport with each customer.
  • Identify visual words and phrases that can be used to replace body language to demonstrate interest and support.
  • Outline ways to keep a call on track and arrive at a positive outcome.
  • 8 modules
  • 56 min

Included modules and learning aims:

  1. Introduction 08 min

    • Describe the importance of telephone etiquette
    • Identify the places in a call where manners matter
    • Outline the content of the course
  2. The Warm Welcome 12 min

    • Describe the importance of first impressions on a phone call
    • Outline the two main parts of a proper greeting
    • Describe options for welcoming and orienting the caller
    • Describe options for taking possession of the call
  3. The Caller Shuffle 13 min

    • Identify hold and transfer scenarios that may impact caller perception
    • Outline recommended techniques for transferring calls
    • Outline recommended techniques and words to use when placing callers on hold
  4. Gracious Goodbyes 08 min

    • Identify the components for a successful call closure
    • Describe the importance of first call resolution
    • Outline the words and phrases to use in a call closing
  5. Voice Messaging 10 min

    • Outline the top etiquette offenses related to voice messaging
    • Describe the problem messaging behaviors and how to avoid them
    • Identify the components needed for an effective mailbox greeting
  6. Etiquette Essentials 12 min

    • Identify the most common phone manners mistakes in telephone communications
    • Outline best practices in use of names, titles and accents
    • Describe some of the most desirable words to enhance communications
    • Outline words and behaviors to avoid over the phone
  7. Course Review and Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly. Good luck!

3. Vocal Makeover

Proven Techniques for a Winning Voice

Vocal Makeover

If used properly, the voice can support and enhance your verbal message. However, sometimes distracting vocal mannerisms can creep into the speech, negatively impacting the professional image.

This course will help agents become aware of the most common speaking distractions and give specific tips and techniques for improvement so they can communicate with confidence. It outlines the seven vocal elements and how you can improve each one so your voice becomes a finely tuned instrument for telephone communications.

Agents will learn to:

  • Identify effective vocal warm-ups that maximize the clarity of their voice.
  • Identify and eliminate frequent verbal mishaps and “verbal viruses.”
  • Correct problems with vocal volume and tempo.
  • Find the optimal telephone voice pitch.
  • Change voice inflection to be more upbeat, energetic and enthusiastic.
  • 4 modules
  • 104 min

Included modules and learning aims:

  1. Introduction 08 min

    • Describe the importance of telephone etiquette
    • Identify the places in a call where manners matter
    • Outline the content of the course
  2. The Warm Welcome 12 min

    • Describe the importance of first impressions on a phone call
    • Outline the two main parts of a proper greeting
    • Describe options for welcoming and orienting the caller
    • Describe options for taking possession of the call
  3. The Caller Shuffle 13 min

    • Identify hold and transfer scenarios that may impact caller perception
    • Outline recommended techniques for transferring calls
    • Outline recommended techniques and words to use when placing callers on hold
  4. Gracious Goodbyes 08 min

    • Identify the components for a successful call closure
    • Describe the importance of first call resolution
    • Outline the words and phrases to use in a call closing
  5. Voice Messaging 10 min

    • Outline the top etiquette offenses related to voice messaging
    • Describe the problem messaging behaviors and how to avoid them
    • Identify the components needed for an effective mailbox greeting
  6. Etiquette Essentials 12 min

    • Identify the most common phone manners mistakes in telephone communications
    • Outline best practices in use of names, titles and accents
    • Describe some of the most desirable words to enhance communications
    • Outline words and behaviors to avoid over the phone
  7. Course Review and Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly. Good luck!

Mastery Certification: First Class Phone Skills

After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

15 questions 15 min

Mastery Certification: First Class Phone Skills

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.