Telephone agents don’t have the luxury of using body language to convey information. With effective vocal techniques the only tool at their discretion, agents must appreciate that the way they speak to customers reflects the company brand. Sounding professional at all times, regardless of accent, personality or mood is fundamental.
Get new agents up to speed quickly. Agents will learn about the main operational functions of a contact center; from the importance of schedule adherence, to performance measures, to providing the best service possible. Agents will also gain an insight into their role and how their individual contribution can impact daily call center operations.
Behind every successful sale is a confident, engaged agent. With effective sales training, agents can embrace the idea that upselling and cross-selling should be a part of the service process, not the goal of the call. Agents will also learn how to build trust and rapport with customers while showing how their offering stands out from competitors.
Today's customers know more and expect more. The ability to provide a professional social customer experience is key for many centers. Equipped with the power of words, agents will learn how to communicate with customers without relying on face-to-face or vocal techniques - to deliver a truly coherent social customer experience.
As over two-thirds of call center operating costs are related to personnel, getting the right number of staff in place is critical, in terms of both service and cost. Workforce Management is one of our primary fields of expertise, and our training courses have assisted hundreds of companies to improve their staffing and scheduling efficiencies.
In addition to your very own center-specific supervisor training efforts, our Supervision program will assist in the effective monitoring of staff performance, and the process of building and managing teams, utilizing reporting processes, diagnosing performance issues, coaching for improved performance, and implementing agent retention programs.
It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded for quality and training purposes” phrase when they call your center. We understand that consistent training efforts and constructive coaching sessions are key components to ensuring the first class experience expected on every customer interaction.