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VRU DESIGN - TECHNIQUES FOR CALL CENTER CALL FLOW DESIGNS
Who should attend?
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
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.
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