CALL CENTER LEARNING SOLUTIONS
CCLS is the Industry Leader in Call Center Training

NEW CALL SIMULATION TECHNOLOGY
Call Center Learning Solutions Call Simulations

Let Your Agents Role-play Simulated Customer Calls Online!

How Does It Work?
Using CCLS-Sims™ Call Simulation Technology

• Agents access the CCLS-Sims™ using a simple login procedure
• Agents learn best practices for the 5 critical steps to a great customer call
• Agents role-play each step of interactive customer call with a virtual customer online
• Role-play is recorded and held on our servers
• Agents can play-back and listen to their own role-play
• Agents assess their own call quality and can re-record their role-play
• The supervisor, trainer, or coach can access and listen to the agent’s calls

Why It Works?
Using CCLS-Sims™ Call Simulation Technology

• Agents learn “core best practice skills” in 5 critical steps of call handling/customer care
• By “doing” agents are up to speed faster than traditional classroom training
• 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
• Eliminates time coaches and trainers spend “teaching” new skills
• Eliminates the time coaches and trainers spend in “face-to-face” role-play
• 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”
• Expert CCLS-Sims™ are available in the following skill areas:
• Customer Service skills
• Billing/Collections skills
• Sales skills
• ·Expert CCLS-Sims™ are also available for specific industries:
• Financial Services
• Telecom
• Catalog
• Let us customize CCLS-Sims™ for “your company” - your agents will learn and role-play…..
• Your company’s “typical calls”
• A new product or new call type
• Changes in call handling “best practices”
• Use CCLS-Sims™ to:
• Assess new hires current skill levels or apptitudes
• “Certify” your existing agents skills annually

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