Call Center School

Front Office Fundamentals

General “customer service skills” are critical components of our program. With the increased focus on customer satisfaction and retention, 0ur training course also include spoken communication skills (“what you say” and “how you say it”) as well as techniques for turning around negative customer situations.

Each individual on the front Office can make a tremendous difference in a customer’s experience with their organization, ultimately resulting in customer satisfaction and retention, increased market share, and positive impact on the bottom line.

This course helps to identify opportunities to make a difference and measure the effect any given transaction might have in the overall operation of the center and on the other members of the team.

You will learn to:

  • Identify the effects each individual can have on customer satisfaction.
  • Calculate the long-term value of a customer interaction.
  • Identify opportunities where added effort can make the biggest difference.
  • Identify the top five most significant areas that can affect the customer’s view of the service.
  • Manage the workload and occupancy plan for plus/minus one person

    Vocal Makeover
    Proven Techniques for a Winning Voice

    This course will help to fine-tune your vocal techniques to become better communicators over the telephone. Learn how to get rid of distracting voice mannerisms and identify the seven vocal characteristics and how to improve each one for a better telephone voice.

    If used properly, the voice can support and enhance your verbal message. However, sometimes distracting vocal mannerisms can creep into the speech, negatively impacting the professional image. This course will help you become aware of the most common speaking distractions and give specific tips and techniques for improvement so they can communicate with confidence. It outlines the seven vocal elements and how you can improve each one so your voice becomes a finely tuned instrument for telephone communications.

    You will learn to:

    • Identify effective warm-ups for your voice to maximize clarity.
    • Identify and eliminate frequent verbal mishaps and “verbal viruses.”
    • Correct volume and tempo speaking problems.
    • Find the optimal telephone voice pitch.
    • Change voice inflection to be more upbeat, energetic and enthusiastic.

    First Class Phone Manners
    the Musts of Telephone Best Practices

    This interactive course provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.

    For many organizations, the call center is the primary and perhaps the only means of communications with customers, so it’s important that we make each conversation count. It all begins with answering the phone properly, making a good first impression, and then advancing the conversation into a positive lasting impression.

    This course teaches how to gain control of the call, ask effective questions, place calls on hold, transfer calls effectively, and close each call successfully. The course will also provide best practices for creating voice mail greetings and leaving professional voice mail messages.

    You will learn to:

    • Identify the components of an effective opening and what not to do.
    • Avoid the most common telephone etiquette problems and wording.
    • Practice the recommended techniques for transferring callers or putting them on hold.
    • Identify ways to effectively close the call to leave the customer with a positive impression.
    • Recognize best practices when relying upon voice mail communications.

    Power Phrasing
    Winning Words for Effective Communications

    This interactive course provides guidelines for words to use and not to use to make the most of every phone call. It outlines words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.

    There are two components of every telephone conversation – the vocal message and the verbal message. How we say something and the exact words we choose have a powerful impact on the outcome of the conversation.

    This course teaches the skill of choosing just the right word or phrase to send the best message. Learn how to say “no” in a positive manner by performing a “message makeover” and eliminating negative words and irritating phrases from your communication.

    Identify caller communication styles and select the best words and phrases to build rapport with your customers. The end result will be callers who leave with a positive impression of the agent and the company.

    You will learn to:

    • Describe the importance of selecting the right words to convey your message.
    • Avoid using negative phrases and wording and replace with more positive phrases.
    • Identify key phrases to work into speech to build rapport with each customer.
    • Identify visual words and phrases that can be used to replace body language to demonstrate interest and support.
    • Outline ways to keep a call on track and arrive at a positive outcome.

    Handling Difficult Customers
    Going From Difficult to Delighted Callers

    This course provides proven strategies for handling a wide variety of difficult and challenging calls. It outlines techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.

    Being on the frontline in a call center is a tough job, and it’s made even tougher by the occasional (or frequent) caller who is complaining, angry, or even hostile. Add to the mix other challenging callers that are just mildly annoying such as talkative, confused, or just impatient. However, any of these calls can have a positive side with the satisfaction of being able to turn a difficult call into a positive customer experience for both the agent and the caller.

    This course provides “must have” techniques for dealing with all kinds of calls, from mildly irritating to very difficult. It teaches specific vocabulary formulas and voice tone techniques to use to turn a stressful encounter into a positive interaction. Particular attention will be paid to reaching a successful outcome with every complaint call.

    You will learn to:

    • Identify caller types and how to categorize them in order to select the right phone technique.
    • Outline proven practices for handling complaints, so that these calls become a gift instead of a nuisance.
    • Describe the steps for diffusing a caller’s anger so a positive outcome can be reached.
    • Practice voice tone techniques proven to turn around an angry or hostile caller.
    • Outline steps to reduce stress after a challenging or difficult call.

    World of Call Centers
    An Operational Overview

    This course provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.

    For agents to perform to their maximum potential, it’s important for each person to understand the context in which their job is performed. Frontline staff will learn all about call center operations and where they fit in the big picture of service and operations.

    Learn about the demographics of call centers today and how the profession has expanded. Explore the most important call center operational functions and hear about the “what” and “why” of call center performance expectations.

    You will learn to:

    • Describe the current call center profession and its many career possibilities.
    • Describe the various types of call centers and their purposes.
    • Outline the eight basic operational functions of a call center.
    • Identify the most common call center performance measures and how it impacts individual expectations.
    • Identity the single most important actions agents can take to contribute to call center operations in a positive way.

    Email Essentials
    A Frontline Guide for Writing Effective Emails

    This e-learning course provides best practices for written communications with customers. It teaches to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.

    An email interaction creates a lasting impression and a legally binding document between a company and the customer. Poor writing skills can undermine the company’s credibility. On the other hand, effective email communications can enhance image and build customer loyalty and retention.

    Make sure that emails are free from grammatical errors, confusing wording, and unfriendly tones. This course will outline the steps to writing effective emails and will provide a template to follow for clear, concise communications. Agents will also receive a practical checklist of wordings and practices to avoid.

    You will learn to:

    • Describe how email communications can enhance or damage a customer relationship.
    • Define the components of an effective email opening.
    • Write complete sentences in a clear, active voice.
    • Avoid sentence fragments and improper grammar.
    • Identify words and phrases that convey a personal tone.
    • Outline commonly misspelled and misused -words.

    Selling Through Service
    Increasing Revenues with Customer-Focused Selling

    This interactive e-learning course helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.

    Selling isn’t just for sales reps anymore. As more call centers move toward up-selling and cross-selling, yesterday’s customer service agent needs to be today’s well-rounded service and sales representative with the knowledge and skills to develop and close sales and ensure a quality experience for each customer.

    This course will provide the basics of how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. Agents will gain new perspectives on how upselling can benefit the customer and create a mindset on how to maximize the customer relationship as well as the company’s bottom line.

    You will learn to:

    • Identify sales opportunities in the everyday service environment.
    • Identify up-sell opportunities at the end of a regular sales transaction.
    • Overcome fear and reluctance to making the additional offer.
    • Position every sale from the customer’s perspective.
    • Select the right words to support a “relationship selling” interaction.

    Anatomy of a Sales Call
    Four Steps to Successful Selling

    This interactive e-learning course outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

    Whether your calls are purely sales or order-taking opportunities or a potential sale at the end of a service or technical support transaction, there are still just four general components of a call. In this course, we’ll explore the four components of a sales call and what to say and do at each stage to best support the customer and make the sale. Learn how to make the most of the Engagement stage in the first few moments of a call and progress through a successful Discovery process. Once customer needs have been identified, learn how to present a Solution that is all about the customer and reach a Commitment that is a win-win scenario for the center and the customer.

    You will learn to:

    • Identify the various types of sales opportunities and how they’re similar.
    • Identify strategies to develop trust, confidence, and rapport in the Engagement stage.
    • Outline questioning techniques and sharpen listening skills for the Discovery process.
    • Position the Solution in a positive way from the customer’s perspective.
    • Reach the Commitment level of the call and close the sale successfully.