About this Program

Course Overview:

Wouldn’t it be nice If you ever called a business and the call was picked up in less than 2 rings with a friendly voice answering and taking care of your need without having gone through the voice mail system nor being routing to different departments….Well, here’s what a well-trained contact center can do for your business.

For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. 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.

A contact center (also referred to as a customer interaction center or e-contact center) can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well-trained contact center can be the difference between gaining more customers and losing customers. With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction and a source to sustained competitive advantage to your organization.

Key Objectives Of The Course:

  • Define records and archives
  • Analyze records in context
  • Classify records
  • Understand different systems
  • Maintain and convert records

Course Provider

READ Academy, Riyadh KSA

A Premier International Training Organisation on Soft-Skills and Organizational Behavior.

Our team of experienced trainer/facilitators are passionate about delivering high quality, innovative candidates who meet industry needs. With over 20 years of experience in the area of management sciences with extensive experience in financial management, strategic planning, organizing, presenting, communication, contract negotiation and Islamic Finance, Read Academy firmly believes that all managerial actions should have strategy, as the driving force for the goal of an organizational structure is to support the implementation of the chosen strategy.

Units

Unit 1: Getting Started

Basic Info Getting Started with Contact Center Training
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Unit 2 - It Starts at the Top

Basic Info It Starts at the Top
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Review Questions

Unit 3 - Peer Training

Basic Info Peer Training
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Review Questions

Unit 4 - How to Build Rapport

Basic Info How to Build Rapport
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Review Questions

Unit 5 - Learn to Listen

Basic Info Learn to Listen  
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Review Questions

Unit 6 - Manners Matter - Etiquette & Customer Service (I)

Basic Info Manners Matter – Etiquette & Customer Service (I)
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Review Questions

Unit 7 - Manners Matter - Etiquette & Customer Service (II)

Basic Info Manners Matter – Etiquette & Customer Service (II)
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Review Questions

Unit 8 - Handling Difficult Customers

Basic Info Handling Difficult Customers
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Review Questions

Unit 9 - Getting the Necessary Information

Basic Info Getting the Necessary Information
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Review Questions

Unit 10- Performance Evaluations

Basic Info Performance Evaluations
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Review Questions

Unit 11 - Training Doesn’t Stop

Basic Info Training Doesn’t Stop
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Review Questions

Unit 12- Wrapping up

Basic Info Wrapping up of the Contact Center Training
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.

FAQs

When will I have access to the lectures and assignments?

Once you enroll for a Certificate, you’ll have access to all content and programming assignments (if applicable). If you choose to explore the course without purchasing, you may not be able to access certain assignments.

What will I get if I pay for this course?

If you pay for this course, you will have access to all of the features and content you need to earn a Course Certificate. If you complete the course successfully, your electronic Certificate will be generated. You can print your Certificate or add it to your LinkedIn profile. Note that the Course Certificate does not represent official academic credit from the partner institution offering the course.

How it works?

Coursework

Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.

Course Certificate

Upon successful completion, you will earn a certificate endorsed by READ Academy.

Contact Us

If you have any questions, concerns or need an insight to our soft approach, please contact us

Email: courses@swifthcm.com | info@readacademy.net 

Phone – +966532874341 | +919573302126

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