Your Call Centre/Customer Experience Implementation Partner

Train The Call Centre Trainer

Foundation Course

Program Outline

A. Call Centre Training Basics
  • Call Centre training standards
  • Types of learning
  • Training room preparation
  • Seating arrangements and re-location
  • Group structure
  • Scheduling and attendance
  • Typical Call Centre agent training syllabus
  • Agent processes and standards
B. Training, Presenting And Facilitating
  • The all-important greeting and introduction
  • The first four steps
  • Learner participation
  • Soliciting feedback
  • Encouraging and fielding questions and answers
  • Personality profiling and reflective techniques
  • Involving, motivating and maintaining interest
  • Leading exercises, role plays and group activities
  • Using humour
  • Using reinforcement
  • Presentation skills for effective delivery
C. Managing Troublesome Participants
  • Watching for signs and signals
  • Managing participation problems
  • Dealing with problematic participants
D. Concluding The Course
  • Work in the real world
  • Understanding outcomes
  • Concluding the course on a high note
E. Effective Assessment
  • The balanced approach to assessment
  • In-class assessments
  • Quantitative assessments (adherence, participation)
  • Qualitative assessments (team work, focus, attitude)
  • Case-based assessment
  • The need for transparency
  • Providing one-to-one direct feedback

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