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

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