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Price:$310.00
Please call us for corporate pricing
Phone: 925-513-1010
E-mail: inquiries@callcenterlearning.com
Curriculum Overview:
The PrimeContact CenterT Agent curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness. Proven techniques are presented and illustrated incisively to help learners adapt their communication styles, build customer rapport, and resolve problem situations appropriately.
Content Alliance:
These courses have been created under an exclusive co-development license between Aspect Communications, a eading provider of customer relationship management solutions and PrimeLearning.comT, a leading provider of eLearning solutions for professionals in the workplace.
Target Audience:
The PrimeContact Center Agent curriculum provides insights and best practices for all levels of professionals who want to better service clients by effectively using telephone, fax and Internet technologies to provide best-in-class customer service. Examples of the types of professionals who can benefit are:
- Customer Service Representatives
- Help Desk Support Staff
- Customer Service Agents
- Call Center Representatives
- Contact Center Agents
Prerequisites:
None.
Skill Level:
All levels.
Courses:
| Description |
Course |
Duration |
| Recognize the functions of customer contact centers and the roles of customer service representatives |
Contact Center Essentials |
1 hr |
| Appreciate the essential skills and qualities that will ensure successful customer service operations |
CSR Success Criteria |
1.5 hrs |
| Identify best practices for communicating with customers |
Customer Response Etiquette |
3 hrs |
| Adopt communication styles for successful rapport |
Build Customer Rapport 1 |
1.5 hrs |
| Improve verbal and written communication skills in order to deliver excellent customer service |
Build Customer Rapport 2 |
1.5 hrs |
| Review the stages of a typical customer call flow and initiate a positive rapport with your client |
Maximize Call Performance 1 |
1.5 hrs |
| Ensure that the customer contact is a positive experience |
Maximize Call Performance 2 |
2.5 hrs |
| Distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person, and convert difficult situations into a positive experience |
Satisfy Customer Needs |
3 hrs |
| Cope with stressful customer situations while maintaining a courteous and professional demeanor |
Reduce CSR Stress |
2.5 hrs |
Deployment Options:
Prime eLearning System curriculum (Internet)
- 22 hours e-Learning
- 9 Courses (18 hours), each including Self Check Assessment
- On-line Resources (4 hours) - Job Aids, Glossary, Exercises, Recommended Reading Lists, Web Links, Games
- Personalized Prime eLearning System account
- Pre Assessment (PrimePathT)
- Mastery Assessment
- Client Administration functionality
- Search feature
- Access to PrimeLearning-run Discussion Boards, Chats
- On-line Mentoring
Individual courses (Internet)
- Course, including Self Check Assessment
- Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)
Intranet or CD
Platforms Supported
- All Microsoft Windows operating systems are supported.
- All Internet Explorer browsers are supported above version 4.0.
- Only version 4.7 of the supported.
- A sound card is required to hear audio.
- Adobe Acrobat Reader plug in is required to view some Curriculum Resources.
- Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System
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