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call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources

call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources

Call Center training for success!
We’ll help your call center achieve excellence at all levels - for your managers, supervisors and agents. Our focus is training call center teams to help reach your strategic corporate goals, manage your key metrics and provide coaching to improve performance.

We have provided consulting and learning solutions to students from more than 5,000 companies worldwide through a full range of education and training solutions to call center professionals. Choose the most effective method of delivering training for your teams.

  • Site Licensing
  • On Site Training
  • Web Seminars
  • E-learning curriculum
  • Custom courses

Call Center courses are quickly customized with role-play and casework to represent “your typical customer call” at no cost to you.

Check our our NEW e-University Business Skills Development Courses/Videos Online

Our training is highly interactive and includes practice, role-play, feedback and coaching. Training is adapted to each participant’s needs by assessing each student’s demonstrated skills and by coaching and reinforcing the appropriate skills for performance improvement.

NEW for AGENTS: ROLE-PLAY SIMULATED CUSTOMER CALLS ONLINE

Let Your Agents Role-play Simulated Customer Calls Online! Call Today to Schedule a Demonstration of an Online Call Simulation Role-play.

YOUR AGENTS USE SIMULATED CUSTOMER CALLS ONLINE
TO PRACTICE HANDLING YOUR TOP CALL TYPES

  • We build a virtual role-play – a CCLS-Simulation™ – for your top Call Types
  • Agents access the CCLS-Sims™ using a simple login procedure
  • Agents role-play each step of “your typical customer call” online with a virtual customer
  • The agent’s responses are recorded and the agent can play-back and listen to their own role-play
  • Agents assess their own call quality and can re-record their role-play if they are not satisfied
  • The supervisor, trainer, or coach can access and listen to the agent’s role-play
  • Both “practice” and “testing” role-play simulations are available

HOW YOU CAN USE VIRTUAL ROLE-PLAY SIMULATIONS IN YOUR CALL CENTER

  • Let us customize CCLS-Sims™ for “your company.”
  • We develop role-play simulations for your top 5 or 6 call types
  • Your agents practice handling “your typical calls” using the virtual role-play call simulations
  • Agents practice and role-play a new product, offer, or new call type
  • Agents practice and role-play call handling “best practices”
  • Use role-play simulations for New Hires
  • Assess new hires current skill levels or aptitudes
  • Train “new hires” using your existing Instructor-led training materials. When students are ready to practice they will use the call simulation role-plays instead of your trainer facilitating individual role-play sessions.
  • Train large numbers of students. No maximum number of agents in online “role-play” at one time

What are the Benefits?

  • Agents learn “core best practice skills” in 5 critical steps of call handling/customer care
  • Agents learn to handle “your top call types”
  • By “doing” agents are up to speed faster than traditional classroom training
  • Train large numbers of students. No maximum number of agents in online “role-play” at one time
  • Eliminates the time coaches and trainers spend in “face-to-face” role-play
  • By “doing” agents demonstrate competency – they can do what they are trained to do
  • Agents are actively involved in evaluating their own call quality
  • Increases agent’s accountability for their own performance
  • Reduces training time and costs
  • Reduces coaching time and costs
  • Short Modules allow “bite size” or longer training times to support Service Level
  • Frees up supervisors and coaches to manage demanding issues
  • Allows coaches and trainers to listen to and evaluate the agent role-play
  • CCLS-Sims™ are “modularized” so agents can role-play a complete call or just a specific skill
  • Supervisors/coaches can direct agents to “refresh” on specific “skills of the call”

Call About our Subscription Service - Agents Get Unlimited Access to Your Custom Call Simulations.

call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources
call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources

Call Center Learning Solutions "Training the voice of your business" ©

 

Call Quality Evaluation
System Customer Login
Interactive Customer Call Simulations Login
 
Are you wasting your training dollars?

Do you spend precious time and money to train your agents only to find that in a week or so, they are not using what they have learned?

Click here to learn about our new program.


call center training, online call center training, call center skills, call simulations,  call center agent courses,call center resources