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.

Make your coaching program more effective and experience the benefits-higher agent performance, increased employee satisfaction and more satisfied customers.

Your call Center agent is the critical link between your customers and your products and services. Today, more than ever, the principles and tools presented in this seminar are absolutely essential to every call center manager and supervisor. Discover ICMI's step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time.

Price:
$1,495.00

You'll learn strategies you can apply to.

Design a program to improve agent performance
Determine the best approach for monitoring
Develop an effective monitoring form
Positively affect agent performance
Smooth the transition from telephone to other communication channels

And you'll reap valuable benefits including the secrets to.

Structure your practices to ensure consistent quality
Fine-tune your monitoring and coaching skills
Increase agent satisfaction and reduce turnover
Meet evolving organizational and customer demands
Align your people practices - hiring, training, monitoring and coaching

A focus on practical application:

Through targeted exercises and true-to-life scenarios, participants will have the opportunity to immediately apply new skills, an essential component of any valuable learning experience.

Program Outline

Call Center People Management:

Challenges of people management
Increasing retention
Powerful agent motivators
Mission and vision

Identifying the Right Performance Standards:

Principles of effective standards
The motivational impact
A 5-step approach
2 types of standards
Online considerations

Monitoring initiatives:

Defining your purpose
People responsible for the program
Choosing the frequency and type of monitoring
An overview of monitoring technology

8 steps to monitoring results:

Purpose, objectives and requirements
Tying monitoring to coaching
Calibration
Validity and fairness
Communication

Creating Your Monitoring Form:

Call data and space for notes
Organization of the form
Rating scale and scoring
Designing the form

Coaching for top results:

Benefits of effective coaching
Coaching is NOT an event
The right approach - coaching should be.

A SAFE coaching process:

The value of praise
Corrective coaching
Common coaching challenges
One- and two-way coaching
Coaching for non-phone issues
(e.g., adherence to schedule, absenteeism)
Coaching ongoing problems
Coaching practice

Implementation strategy:

Turning theory into reality
Your action plan

Seminar materials:

A comprehensive course manual
Glossary of call center terms
Article reprints and studies
A certificate of completion

Demonstrate the knowledge you've gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you've gained. When you pass the quiz, we'll send you an ICMI Knowledge Certificate.

Who should attend?

If you're a call center manager, supervisor or team leader with monitoring, coaching or quality improvement responsibilities.
This seminar provides the hands-on approach to agent performance management that will increase your effectiveness immediately.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Date:	Location:
4/21 - 4/22 2009	San Diego, CA
5/7 - 5/8 2009	Burlington, MA
5/14 - 5/15 2009	Chicago, IL
5/21 - 5/22 2009	Los Angeles, CA
6/18 - 6/19 2009	Seattle, WA
6/25 - 6/26 2009	Minneapolis, MN
7/21 - 7/22 2009	Denver, CO
9/17 - 9/18 2009	Baltimore, MD
9/24 - 9/25 2009	Dallas, TX

Price:
$1,495.00

Testimonials:

“We were so 'energized' when we returned back to work the next day, we started working on a plan to revamp our entire customer service center!”

Karen Powers, Customer Service Manager, Maryland Automobile Insurance Fund

“Very informative seminar. This education helped to affirm our direction, but also brought new and fresh ideas for our quality program.”

Brent Curtis, Manager - Customer Service, FedEx Freight

“Great job! Very detailed, useful information. I have learned so much within the last two days. The knowledge that I've obtained will be very helpful with my daily tasks.”

Regina Mahelona, Supervisor, Bank of Hawaii