INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers

This course covers the very basis of contact centre life. It is designed to introduce agents to the work environment, to put them at ease with the technologies, the management processes, the importance of metrics and schedule adherence as well as the relevance of key performance indicators such as Service Levels and Handle times. This is essential grounding for any agent as e best customer service training will be quickly eroded if the agent becomes unnerved when they first sit in the call centre with targets to achieve.

The individual modules (and key subject areas) in this course are -

• What is a call/contact centre
• Why use call/contact centres
• The Contact industry
• Getting the most from your training

• Using Call Centre Telephone Systems
• Mastering eCare systems
• Customer Relationship Management
• Agent benefits of Management Information Systems

• The Benefits of team structures
• Taking advantage of the overall team effort
• Contributing to the overall team effort
• Becoming a valued team player

• Factors Affecting Company image
• Creating a good image
• Affects of voice and words
• The seven NEVERS

• Simplex and Duplex communications
• Communicating with different types of caller
• 9-steps of effective communications
• 14 Essential processes for clear telephone communications