Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This one-day workshop is designed to help call center management achieve positive results to effect customer satisfaction upon reaching their call flow. The call center personnel will gain a better understanding of what the customer will experience when trying to reach support, thus maintaining company-client relationships to position for better customer satisfaction.

What will you learn?

Understand how the process works. Prepare a call flow plan including the scripting. Appropriately identify different customer reactions in order to modify the call flow and accomplish customer satisfaction. Measure and track customer choices to make sure the call flow are designed correctly.

Key Learning Points

Discover how the customer reacts to menu choices
Assess the communication techniques employed in the call flow
Establish on-going customer satisfaction through a positive inter-active call flow
Effectively complete user friendly call flow for ease of updates

Modules

Initial Discovery

Determine type of equipment
Identify type of call center and their needs
Options available to the call center

Testing

Create call flow design
Create scripting
Test - test - test

Planning Session

Evaluate tools and processes
Understand what is available to the customer
Initial design and how it will affect the customer
Basic scripting for call flow

Implementation & Marketing

Require management approval
Acquaint help desk agents with new call flow
Send announcements to employees, especially management
Have customers test as well
Strategy to let customer know about the changes

Workshop Environment

This workshop is interactive and involves team impute and interaction, group discussion, brainstorming, testing the application, and training for follow-up. Agents are totally involved in the learning process.