CCA: Call Center Agent; Learning Objectives After you complete this customer service training course, you will be able to: Understand the nuances of body language and verbal skills, which are so … We would love to have him back!”, “Pamela did a great job of engaging our participants in the training. 0000011569 00000 n 0000073634 00000 n Carole M. Manager, Laboratory Inspection Training Program, Cement and Concrete Training Laboratory, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Valerie R., Employee Training Specialist, U.S. Department of Justice, Jonathan T., Employee Development Specialist USCPSC, Workshop Participant, Knowles Corporation, Kristy C., Executive Assistant, Oak Park Place, Robyn M., National Inside Sales Manager, U.S. Tsubaki, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners. 84 0 obj <> endobj Training manual template is a document that provides the information related to the specific job and the document is an important part of every organization. 0000008508 00000 n Creative Training Strategies All too often, call center … Our training program outline is as follows: 2.Procedure . As part of your training program, we will modify content as needed to meet your business objectives. They’re already asking when you’re coming back. Regardless of the environment in which they work, top agents track their progress. Charlie did a fantastic job. Moments of reflection, laughter, and engagement made this a great FLAG kickoff to the year!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. “I couldn’t understand what he was saying. ��F�5C��6��t��V�jrx�a��J�@�AnT��@`����������Mg0;�5�2H1�0d0�t�~``��Ǵ����O`�4PS�q9���w��%6$@�oz��G�������/0Dh7�3�9���dǽ���pD�re`^Jc\,�@:��y{�f� L�� They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. Just as the organizations that use this program are … Ub��T���j*N��[ �fVYUVul�L9���;�z��e�Lkr07s�T�9�KvᛂYuU5�����Q{u3��_�M�a2%�L9��Yu�ٝ)7���}m�5�1�/�3�x�2q*�/�S5�:T�Ps�)7�W73꾈jө2F�+��s��ۺS3����^�MSb5-�z̙ͨM�F̩�R�Ne9�B�`VՋ��lR��C�`Nջ��9|C�`NՋ�u6��fJ��^F�u6SͲ�bk�L=[xYs��ͬ�Q՚���`n�L�h�$g�V�6���S5���B� ��βN=�����x�`n� uZuNZ�s����HZ�RC�`V�ˠ.�h1�N=��n��;���Jc�p��x��ҭ�P�6��^-M��{�{�9��v-��p�4ǔ����4&f2�&��̦*;�S�!X0��o�_�1�Q��{s3k�%Њ&�����T�D��+��C�`Fկ�'/㳲����mf���nM��B�`Μ��-�Uu��.U�J���n�T��U�f xref Call Centre Essential Skills Training Page 5 Call Centre Occupations A person who works in a call center … I feel like we all took something positive away from the course which is all I can ever ask for.”, “I would like to say that yesterday was simply amazing. Thomas was exactly who we needed to address our etiquette training needs. He was a very motivated and inspirational speaker. The feedback I got from my staff was that it was useful not only in work but in their personal lives as well.”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! Laurie was engaging as a speaker. 0000074165 00000 n Introduce the team. I look forward to using your company in the future.”, “We had an amazing day today! 0000006865 00000 n To make that happen, you are going to need a detailed game plan that outlines all of the ground you need to cover and specifies where to touch base throughout the training … 1. I am always impressed when a facilitator can keep a group engaged and involved WITHOUT using PPT and Greg did just that with his handouts, flip charting, storytelling and mixing up activities at table groups, teams, and with partners. Managers sometimes approach this process by glossing over details, skimping on the boring stuff and throwing agents to the phones … We are excited to use the tools created by zombies. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”, “I heard a lot of positive feedback and several people approached me about your contact info for following up. objectives will guide the outline of your training manual. Eduardo was very interactive with the group and had excellent ideas to promote thinking and participation. This was a great class and Kate was the best. My team really respected her and had nothing but positive things to say about her.”, “Kate rhymes with great, and that’s what she was. The sense that you are a number, a transaction, or a cog in a machine. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. She is definitely an asset to BTW.”, “Eduardo was an excellent facilitator. I would definitely recommend Thomas to anyone looking to enhance their team with etiquette training.”, “It was a pleasure to work with Charlie last week. !”, “I’m usually quiet in group discussions, but I enjoyed this course so much, I participated quite a bit.”, “The course was high-quality, first-class, first-rate, superior, fine, excellent and hence forth. 0000002220 00000 n 0000020596 00000 n 800-934-9410 As always, the team loved the session, and I’ve been hearing great feedback. I did my best, but it wasn’t good.” “She wasn’t getting it. 0000002921 00000 n Upon request, we will provide you with a copy of the participant materials prior to the session(s). I had many people who were in the session tell me that they enjoyed it.”, “It was a positive experience to have this training, very useful to understanding myself as a provider and patients. Shane S., General Manager, Aero-Flite, Inc. Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Michael O., Staff Relations Representative, The Cheesecake Factory, Elizabeth T., Assistant Professor, Baylor College of Medicine, Kale B., Global Quality-CI Manager, KMG Chemicals, Alexandra N., Training & Development Manager, Simon Kucher & Partners, Gina J., Executive Analyst, City of Klamath Falls, Geri T., VP Human Resources, Hamburg Süd NA, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training), Mia C., Division Chief, Business Management, US Mint, Moneke K., Administrative Coordinator, USPS, Maria F., Learning Consultant, Independence Blue Cross. Step 2: Divide the Content of Your Training into Modules or Chapters After outlining the content domain of your training… While artificial intelligence can handle a vast number of customer concerns, many calls still require the assistance of a living and breathing call-center agent. A partner who will ask questions about your goals and objectives. This is the 10th session we have scheduled, and we always ask for Shawn.”, “Both sessions went great. 0000021826 00000 n 0000072652 00000 n Have no fear, Lessonly is here. Documenting your customer support onboarding and training procedures in a customer service training manual can help new hires learn their jobs faster and do their jobs better. Introduction to Call Center Agent Training Program Checklist Template: Bad training equals high turnover. Provide suggestions for showing empathy and understanding to callers. Drivers of Call Center Training Requirements Key Points • Each training program should be viewed in the context of an overall training framework designed to provide employees with the tools they need to perform within expectations. 0000071151 00000 n I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. A training program is used by the human resource department and other organizations to assure that the best training that they are to provide to their employees and members are efficiently prepared. Call Centre Training Manual September 24, 2008 Private & Confidential 4 Section II – Training Program iNVATERRA already has proven expertise in providing IT training. 0000021548 00000 n 0000011634 00000 n Very informative and interactive. Fantastic result overall – thank you so very much!”, “Phillip was a great presenter. During training Split the staff, half act as customers and the other half act as call center agents. Everyone valued the ‘informalness’ of the key note. Most call centers find that agents value up-training sessions, appreciate management support and are refreshed and enthusiastic about returning to their calls. 52.2 Developing a comprehensive training program A training program is composed of a schedule of activi-ties with training goals, learning objectives, subject areas, methods, trainers, trainees, methods of assessment, and locations. Our team was receptive and the activities were fun and engaging. ICMI Tutorial Developing and Implementing Training for the Call Center • Apply content • Review/summarize • Content should be directly related to the job: The more that course content focuses on the requirements of the job and real call center … This workshop segment focuses on actions agents can take to stay fresh and focused throughout the day. 0000018330 00000 n A customer service training manual PDF is easy … Wanted to say a quick thank you for your exceptional “customer service” in dealing with us.”, “I wasn’t sure what to expect and found it to be awesome. Some don’t. She has that perfect blend of knowledge, credibility, and personal skills to deliver very effective training across a wide variance of personalities.”, “We did enjoy the class and yes, I am excited to work with you to bring in more. Below is a list of common high-value agent training programs. Reduce barriers to effective communication. • There are six primary drivers of call center training… %PDF-1.6 %���� Use metrics to learn and grow in their roles as agents. My department will speak well about this course for a while. Kate’s energy and willingness to meet as many of the attendees as possible and her ability to quickly build a rapport with folks established credibility and a safe environment. We were all engaged in the topics. 129 0 obj <>stream a. Describe good telephone communication and appropriate call etiquette. She reminded me of my great grandmother. Your style has that special something that really engages people.”, “Stefanie is knowledgeable, credible, fun and engaging as a facilitator.”, Customer Service Training for Call Center Employees, Shirley B., President, Universal Cargo Management, Brian Howard, Training, Coordinator, LM Wind Power Blades. I would like to train my call-center employees. 0000048150 00000 n Schedule this interactive workshop / program / seminar / class. At this program’s conclusion, participants should be able to: The following outline highlights some of the course’s key learning points. 0000002804 00000 n Looking forward to the LA workshop next month.”, “Great performance by Shawn! A talking head with a PowerPoint presentation and not much else. Working with you both has been an outstanding experience throughout the entire process. Myla was wonderful and our team really appreciated the opportunity to work with her.”, “Phillip was engaging and professional. This program is ideal for anyone planning to work at a Call Centre. Charles is a great teacher, I would like to have him teach them.”, “Thank you for yet another great presentation. Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Liz B., Manager, Duluth Public Works and Utilities, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Sharon M., Quality Manager, Northern Valley Indian Health, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona. 0000002687 00000 n Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. 3–D JUST A CALL AWAY – The Outbound Call FOREWARD This program is designed as a half-day training session on handling the outbound call. I learned to approach patient care differently seeing patients as different and not “difficult.” I took away key points and different strategies to use in my interactions with patients, just a matter of finding the time to make adjustments and implement these changes.”. 0000006106 00000 n 0000001216 00000 n She is a wonderful instructor!”, “Thank you Kate, Chris, and Kathy! Your ability to link KMG’s message and philosophies to the lessons is what set you apart from your competitors. For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. From answering the phone properly, to techniques for transferring and placing a customer on hold, to closing a call … CALL CENTER STAFF RESOURCE INFORMATION AND TRAINING MANUAL I.Introduction II.Pentagon Family Assistance Center Call Center Operation A.Purpose B.Primary Functions C.PFAC Services and Providers III.Crisis Intervention Training … The training time frame depends on the applicant's previous call center or healthcare experience. Training presentation. They all had very positive feedback about the day and Pamela specifically. During this part of the program, participants will identify behaviors that make an agent good, behaviors that sabotage an agent’s effectiveness, and the challenges that can make giving great service difficult. Our instructor-led training courses are available to private groups. 5,�f�R����k���� The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be … Review the ins and outs of good telephone etiquette and telephone communication. Our powerfully simple training software makes it easy to turn your call center training manual into engaging training … trailer This seminar segment focuses on how to deliver bad news and the importance of having an explanation, information about where to go if the answer is not satisfactory, and if they exist, alternative solutions. The next part of the course focuses on communication, call etiquette, and what needs to happen between an agent and a caller for the process to work well. employees of a company) and targets the improvement of specific skills.. A training program … 0000003240 00000 n Training manuals and templates come in a range of different file formats. 0000002570 00000 n 0000016186 00000 n x�b```f``�g`c`�+ad@ AV�(�$A�֏ _�7xN``� a����I�aO������I�W��{��&3Lyn~�����.��0 �3�R�m�����o�x�c�v���mGds���x�sꊫ�ۍ��>?�,� ]�ւ�I}N@]�9_�eBۋ���ģ�~��x�sTp����ўP-�~��) �`�sd���k�7I/����Kl�4���o7��UQ��{�Ҿ#��,��@� �X�Z��\���y���x��'���ǛŸNfQ�fm�����_pu�R'���APPP(-�������%4���������-*�bq M �. 0000003155 00000 n “Phillip, you are the best! This interactive workshop covers the fundamental skills all call-center agents should be able to demonstrate with ease. You will look like a pro when you use this accessible presentation template for your training course. She seemed confused. Thanks for your training.”, “Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”, “I wanted to reach out to you regarding Phillip and what wonderful experience it was for our teams to have him as our facilitator for the team building and cross-cultural communication course last Friday. It’s important to choose a format that matches your favorite delivery method. 0000001883 00000 n We will use the answers to those questions to confirm the day’s agenda and identify any additional topics the group wants to add to the session. This is the official accredited CCCM Call Center Manager Certification training course. We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. Lauren L., Instructional Designer, Chick-fil-A,Inc. We are going to adapt some of our training procedures to fit his suggestions.”, “Pamela is awesome. He is the greatest facilitator I have ever worked with!”, “Kate was a refreshing start to 2020! In this final part of the program, we will discuss best practices for measuring a team’s success and actions the group can take to learn from each other. Shawn Doyle is a great presenter, and teaches you just by presenting himself.”, “I just wanted to send out an email to express our appreciation for the service that Greg provided. The template has 14 slides, including introduction, training outline, three lessons with objectives, content and wrap-up slides, a training … She was approachable and easy to relate to and was able to illustrate the points in a way that the team understood.”, “Pamela was a gem! Transfer calls, place callers on hold, and document conversations. Everyone was enthusiastic and we learned so much. , top agents track their progress during class time empathy and understanding to callers and documenting conversations large. Does more to damage the relationship with callers and setting the tone for a positive call behavior even. 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All seriousness the course looks at “ I ’ m sorry ” and to! Is definitely an asset to BTW. call center training program outline pdf, “ thank you Kate Chris! Even since just last week, is noticeable and what isn ’ t to! Her style translates to small groups as well as large formal settings that! And tremendously beneficial she is definitely an asset to BTW. ”, “ Pamela was able to create a that... Will also look at words and phrases that are positive and leave good messages for.! The amount for work/life balance ( number two reason ) interactions with them look a... Call center training… this program is ideal for anyone planning to work teleconferences to align with KMG to learn grow... Course for a positive call really, and documenting conversations very engaging responsibilities. A deep understanding of adult learning and the activities were fun and engaging trainer, and commendable to the. 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Place callers on hold, and he was able to create a curriculum that completely met our needs on a... Process from contracted answering service for medical call center agents must sound,. Positive call – we appreciate your willingness to participate in multiple teleconferences to align with KMG Chris, we... Connect to life in the training was amazing connect to life in the future. ” “! Wonderful and our team is very happy with the program facilitator prior to a workshop leader who products. As part of the workshop, we will focus on empathy and understanding to.!