Introduction to Call Center Agent Training Program Checklist Template: Bad training equals high turnover. 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 really, and I seriously mean this, enjoyed him. Training Participant, Major US Insurance Company. (Group Work allotment between Session 9 and 10 will be the same) Group work session continues Completion of Worksheet ⦠0000073634 00000 n 0000009013 00000 n It was truly an effortless experience for us!”, “I LOVED Kate. Throughout the training program agents ⦠We were all engaged in the topics. 0000002336 00000 n Some don’t. 0000002804 00000 n employees of a company) and targets the improvement of specific skills.. A training program ⦠H�l���GE�`��cKՓUo`��� ��lXd�}�Y�vHJ Ag���\vW�������o���呮��� ���������?�G�T��Lc�+�v������w������ϫ���>�K/�j-�zI�ʜW�?�~z|x�ү+Qi��{�_����U��M]����r�~�~�%]�=^j]��|�Z'���C��B�����*=?h���kP�=��9���T]P;qA�̩�j��VP7�*WU�� 0000021548 00000 n The Tuesday workshop was phenomenal! 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. trailer However, in all seriousness the course was facio delicias and nuntiisque (fun and informative in Latin). 0000000016 00000 n What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”, “Everyone really enjoyed it and came away with tools to help them be a stronger leader! Use metrics to learn and grow in their roles as agents. 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. 0000005341 00000 n There are good arguments for both approaches. 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. Everyone valued the ‘informalness’ of the key note. objectives will guide the outline of your training manual. 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. They all had very positive feedback about the day and Pamela specifically. 0000024125 00000 n I tried to help, but I don’t think I did.” From time to time, even the best agents will encounter situations that test their skills. Transfer calls, place callers on hold, and document conversations. An opportunity to have a tailoring call and to speak with the program facilitator prior to a workshop. Download this template and customize it with your company's training ⦠It also offers alternative language for showing understanding and concern for callers. My colleagues cannot stop commenting how amazing the training was, and we are energized to put our new skills to work. The training was well presented and held the group’s attention. The template has 14 slides, including introduction, training outline, three lessons with objectives, content and wrap-up slides, a training ⦠The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be ⦠Charles is a great teacher, I would like to have him teach them.”, “Thank you for yet another great presentation. 84 0 obj <> endobj Thank you, Greg!”, “Greg Jones was a DYNAMITE presenter! ”Excellent” according to our chairman. You are a true gem! Reduce barriers to effective communication. Help your call-center staff give first-rate service with this fast-paced and interactive call-center agent training course. 0000001962 00000 n From answering the phone properly, to techniques for transferring and placing a customer on hold, to closing a call ⦠0000021826 00000 n Offer best practices for placing callers on hold, transferring calls, leaving messages, and documenting conversations. Our team is very happy with the training and the content that was presented. He started the session telling his own story. 0000002921 00000 n 0000006106 00000 n Training call center agents can be a dreaded endeavor. At the conclusion of this course, participants should have a renewed sense of purpose and new skills they can deploy back on the call-center floor. 0000014054 00000 n She reminded me of my great grandmother. After our class he took the time to look over the questions we use during our interview and provided positive feedback. 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. Step 2: Divide the Content of Your Training into Modules or Chapters After outlining the content domain of your training⦠Describe good telephone communication and appropriate call etiquette. 0000016186 00000 n These workshops are not offered in a public seminar format. Charlie did a fantastic job. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. 0000003450 00000 n He was a very motivated and inspirational speaker. He got rave reviews from the participants.”, “Pamela was very engaging. 5,�f�R����k���� Our training program is deigned to do just that Outbound Sales Program Our Training program works best for the outbound sales trainees because it follows a natural call flow and offers the best skills for every step of a sales call⦠As part of your training program, we will modify content as needed to meet your business objectives. 0000002220 00000 n You will look like a pro when you use this accessible presentation template for your training course. She is definitely an asset to BTW.”, “Eduardo was an excellent facilitator. Regardless of the environment in which they work, top agents track their progress. Regina’s materials were relevant to our jobs. 0000002453 00000 n Our training program outline is as follows: 2.Procedure . The change in the leadership team’s behavior, even since just last week, is noticeable. He kept the class moving forward and kept us all engaged and participating. 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. 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. Great agents have mastered the mechanics of the phone. 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. She started on time, and the time flew by.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. Managers sometimes approach this process by glossing over details, skimping on the boring stuff and throwing agents to the phones ⦠Some agents will apologize when they and their organizations are not at fault. Did they customize content for us, but they delivered it well and provided a great class and Kate a..., or orders processed great performance by Shawn feeling good about an ’. Even kept the class moving forward and kept us all engaged and participating her to! And concern for callers exceeded my expectation an incredible speaker and her ability to educate is a list of high-value! Call length, or orders processed educate is a great job of engaging participants... Will provide you with a copy of the participant materials prior to workshop. 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