For many organizations, the call center is the primary means of communications with customers, so it’s important that we make each conversation count. From the opening of a customer call to its transfer or close, what agents say and how they say it will have a lasting effect on both customer satisfaction and company success.

For many organizations, the call center is the primary means of communications with customers, so it’s important... Read more

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Certification 3 courses 3 h 50 min

The following courses are included:

  1. 1. Navigating a Customer Call
  2. 2. Power Phrasing
  3. 3. Vocal Makeover
  4. Certification

1. Navigating a Customer Call

Make every customer call count!

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.
1. Navigating a Customer Call
  • 7 modules
  • 72 min

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