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CCLS’ CALL CENTER CSR/AGENT CERTIFICATION PROGRAM
Welcome to the Call Center Learning Solutions’ core training and Certification Program for Customer Service Representatives/Agents. This program will give CSRs/Agents the skills to provide every customer with a great call experience every time! These skills include the core competencies, knowledge and techniques to become the customer’s advocate, provide appropriate product and service solutions, solve problems, add-on and up-sell, educate the customer, improve first call resolution, build customer loyalty, handle the difficult call to reduce conflict and to exceed customer expectations. CSRs/Agents will understand the contact center functions and metrics and learn to assume responsibility for and to manage their own performance and development. They will use best practices in customer care and call handling skills, sales and collections (if appropriate) to manage the customer relationship and build long term customer loyalty and to provide every customer with a “great call experience every time!”
Course Offerings and Options for Delivery Methods:
Choose 15-18 hours of Online Coursework or 5-days of Instructor-led training:
Certificate of Completion
CCLS’ Call Center CSR/Agent Certification
Call Quality Checklist
Detailed Module Descriptions
Module 1: What Customer Service CSRs/Agents Need to Know About the Contact Center
Introduce the functions of the contact center and provide an understanding of the contact center environment, its purpose, how it operates and the “best practices” used in the contact center to insure business success.
Module 2: Manage Your Personal Performance and Development
Every job gives you an opportunity to learn. The knowledge and skills learned are valuable to your personal and professional growth. Even learning what “not to do” is a valuable life lesson. This module looks at how and why to get the most learning possible from the work you do. Understand that managing and assuming responsibility for your own performance and development is an investment in your own personal and professional growth.
Module 3: Total 10-12 hours online or 2 days instructor-led
Every business faces competition. Today, customers have more choices than ever before. They can get similar products at similar prices from many different companies. Customers want to do business with a company whose name and brand are synonymous with quality and value. Your customers want and expect a great experience with your company every time they come in contact with you. Great customer service, call handling, sales and collections skills are the key differentiators and the key to marketplace success.
3b. Recognize Customer Behavior Styles:
When you understand customer behavior styles and characteristics, the more effectively you will communicate with them. It doesn’t mean you have to change who you are and your style preference; it means that you will be able to be more flexible and adaptable in dealing you’re your customers and in meeting their needs.
3c. Customer Care, Sales, Collections and Call Handling Techniques - Provide a Great Call Experience for Every Customer on Every Call!:
Creating a “great call experience” for your customers is both an art and a science. The CCLS S.C.O.R.E. process is a call handling and communications skills process that includes techniques, skills and best practices to enable your CSRs to provide that great call experience every time!
CSRs master the skills and knowledge and best practices to control contacts, to get and give important information to resolve all of your customer’s needs effectively on customer service, sales or collections calls, improve first call resolution, build and maintain customer loyalty and provide each customer with a great call experience every time! This course includes role-play, feedback and coaching for each CSR.
The S.C.O.R.E. Process has five steps: S – Set the Stage and Sincerely Listen C – Connect with the Customer O – Open Doors with Questions R – Resolve Issues and Recommend Solutions E - Effectively End the Contact
S.C.O.R.E. –Connect with Your Customer
Acknowledge the customer’s sense of urgency, emotion, or inconvenience Establish ownership and assure the customer of your help Paraphrase understanding of the customers’ requests and/or concerns from their perspective
S.C.O.R.E. – Open Doors with Questions
Use transition statements effectively. Demonstrate effective questioning skills to uncover and probe for stated and unstated needs.
S.C.O.R.E. – Resolve Issues and Recommend Solutions on Service, Sales and Collections Calls (This module modified to reflect your environment, i.e. you decide if sales and collections skills are included)
S.C.O.R.E. – Effectively End the Call
Module 4: Handle Change and Stress
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