Contact Centre Training
For many people, the term Contact Center relates to sales calls and telemarketers, but a contact centre can provide customer support, information technology support, and much more. The key to offering great customer experience is in the training. A well-trained contact centre employee can be the difference between gaining more customers and losing them. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
With our “Contact Center Training” workshop, your participants will discover the basic elements of being an effective employee of a contact centre.
For many people, the term Contact Center relates to sales calls and telemarketers, but a contact centre can provide customer support, information technology support, and much more. The key to offering great customer experience is in the training. A well-trained contact centre employee can be the difference between gaining more customers and losing them. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
With our “Contact Center Training” workshop, your participants will discover the basic elements of being an effective employee of a contact centre.
- How to get management involved in training.
- Why peer training works.
- Manners are important.
- How to build rapport with the callers.
- How to deal with difficult customers.
Package Price: ₦35,000
Course Outline:
- Module One: Getting Started
- Module Two: It Starts at the Top
- Module Three: Peer Training
- Module Four: How to Build Rapport
- Module Five: Learn to Listen
- Module Six: Manners Matter – Etiquette & Customer Service (I)
- Module Seven: Manners Matter – Etiquette & Customer Service (II)
- Module Eight: Handling Difficult Customers
- Module Nine: Getting the Necessary Information
- Module Ten: Performance Evaluations
- Module Eleven: Training Doesn’t Stop
- Module Twelve: Wrapping Up
Package Price: ₦35,000
