Kaisha W., HR Training Coordinator, Natgasoline LLC. Everyone really liked Phillip and enjoyed the course.”, “The training was amazing! Looking forward to the LA workshop next month.”, “Great performance by Shawn! Very informative and interactive. Our team is very happy with the training and the content that was presented. Use metrics to learn and grow in their roles as agents. Use them to enhance the training you provide your agents so they can better meet the needs of your customers. Our team was receptive and the activities were fun and engaging. objectives will guide the outline of your training manual. a. They know how to place people on hold, transfer calls, and leave good messages for others. 5,�f�R����k���� 0000020596 00000 n trailer 0000021826 00000 n Describe good telephone communication and appropriate call etiquette. She was approachable and easy to relate to and was able to illustrate the points in a way that the team understood.”, “Pamela was a gem! We were all engaged in the topics. Drivers of Call Center Training Requirements Key Points • Each training program should be viewed in the context of an overall training framework designed to provide employees with the tools they need to perform within expectations. Your ability to link KMG’s message and philosophies to the lessons is what set you apart from your competitors. conducting training programmes and outline content of the training programme. In this final part of the program, we will discuss best practices for measuring a team’s success and actions the group can take to learn from each other. Some agents will apologize when they and their organizations are not at fault. 0000003038 00000 n 1. These workshops are not offered in a public seminar format. x�b```f``�g`c`�[email protected] AV�(�$A�֏ _�7xN``� a����I�aO������I�W��{��&3Lyn~�����.��0 �3�R�m�����o�x�c�v���mGds���x�sꊫ�ۍ��>?�,� ]�ւ�I}[email protected]]�9_�eBۋ���ģ�~��x�sTp����ўP-�~��) �`�sd���k�7I/����Kl�4���o7��UQ��{�Ҿ#��,��@� �X�Z��\���y���x��'���ǛŸNfQ�fm�����_pu�R'���APPP(-�������%4���������-*�bq M �. 0000008508 00000 n I am in business development and while I consider myself to be somewhat refined/savvy, I walked away with so many things to up my game while with clients and the number one lesson and tie back point is that it is 100% about making the client feel comfortable and special. Rave reviews all around!”, “Laurie McIntosh brings her personal experience into the training which was invaluable.”, “A pleasure doing business with Business Training Works on our seminar.”, “Board presentation went well. She is definitely an asset to BTW.”, “Eduardo was an excellent facilitator. 0000002453 00000 n ICMI Tutorial Developing and Implementing Training for the Call Center • Apply content • Review/summarize • Content should be directly related to the job: The more that course content focuses on the requirements of the job and real call center … Download this template and customize it with your company's training … Thank you for all your support and value you brought this team. Training presentation. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. He was fantastic, and I have received great responses from the participants about the training!”, “We also appreciate how well prepared you (Phillip) are, and that the subject matter is addressed in substantive way that has real impact. He was a very motivated and inspirational speaker. Training manual template is a document that provides the information related to the specific job and the document is an important part of every organization. He started the session telling his own story. 0000003450 00000 n To make that happen, you are going to need a detailed game plan that outlines all of the ground you need to cover and specifies where to touch base throughout the training … His English wasn’t that good, and I don’t speak anything else. Pamela was able to create a curriculum that completely met our needs on such a short timeline. employees of a company) and targets the improvement of specific skills.. A training program … Everyone was enthusiastic and we learned so much. Charlie did a fantastic job. Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. In this part of the workshop, we will focus on empathy and how to quickly identify with another person’s feelings. Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc. Helen J., Mission Systems, Collins Aerospace, Rachel H., Director, Nurture Nature Foundation. A training program example is often undertaken by a group of individuals (e.g. We really, and I seriously mean this, enjoyed him. Next, we will explore such activities as setting a positive tone, listening and confirming what is said, asking appropriate questions, and using questions to guide callers through the decision-making process. (Group Work allotment between Session 9 and 10 will be the same) Group work session continues Completion of Worksheet … 0 Laurie was engaging as a speaker. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “Greg was awesome! He kept the class moving forward and kept us all engaged and participating. They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. They all had very positive feedback about the day and Pamela specifically. Everyone valued the ‘informalness’ of the key note. Our training program outline is as follows: 2.Procedure . The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be … This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. 0000001216 00000 n Review the ins and outs of good telephone etiquette and telephone communication. ��F�5C��6��t��V�jrx�a��J�@�AnT��@`����������Mg0;�5�2H1�0d0�t�~``��Ǵ����O`�4PS�q9���w��%[email protected]�oz��G�������/0Dh7�3�9���dǽ���pD�re`^Jc\,�@:��y{�f� L�� 800-934-9410 The change in the leadership team’s behavior, even since just last week, is noticeable. Transfer calls, place callers on hold, and document conversations. This workshop segment focuses on actions agents can take to stay fresh and focused throughout the day. 0000005341 00000 n Call Center Training Program: Soft Skills & Empathy. The skills that a person possesses can mean the difference between a successful interaction and a caller who is less than satisfied. She made the groups feel very comfortable during the training.”, “Shawn was an excellent facilitator. 0000024125 00000 n H�l���GE�`��cKՓUo`��� ��lXd�}�Y�vHJ Ag���\vW�������o���呮��� ���������?�G�T��Lc�+�v������w������ϫ���>�K/�j-�zI�ʜW�?�~z|x�ү׷+Qi��{�_����U��M]����r�~�~�%]�=^j]��|�Z'���C��B�����*=?h���kP�=��9���T]P;qA�̩�j��VP7�*WU�� Appropriate for call center managers, call center supervisors, contact center … Ub��T���j*N��[ �fVYUVul�L9���;�z��e�Lkr07s�T�9�KvᛂYuU5�����Q{u3��_�M�a2%�L9��Yu�ٝ)7���}m�5�1�/�3�x�2q*�/�S5�:T�Ps�)7�W73꾈jө2F�+��s��ۺS3����^�MSb5-�z̙ͨM�F̩�R�Ne9�B�`VՋ��lR��C�`Nջ��9|C�`NՋ�u6��fJ��^F�u6SͲ�bk�L=[xYs��ͬ�Q՚���`n�L�h�$g�V�6���S5���B� ��βN=�����x�`n� uZuNZ�s����HZ�RC�`V�ˠ.�h1�N=��n��;���Jc�p��x��ҭ�P�6��^-M��{�{�9��v-��p�4ǔ����4&f2�&��̦*;�S�!X0��o�_�1�Q��{s3k�%Њ&�����T�D��+��C�`Fկ�'/㳲����mf���nM��B�`Μ��-�Uu��.U�J���n�T��U�f 0000001883 00000 n Creative Training Strategies All too often, call center … ”Excellent” according to our chairman. Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Liz B., Manager, Duluth Public Works and Utilities, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Sharon M., Quality Manager, Northern Valley Indian Health, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona. I had many people who were in the session tell me that they enjoyed it.”, “It was a positive experience to have this training, very useful to understanding myself as a provider and patients. Loved every minute and the fun interactive aspect of our workshop exceeded my expectation. He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “In each of the sessions that ZMC has hired Business Training Works, I have learned something new — even with the same topic. During this part of the program, participants will identify behaviors that make an agent good, behaviors that sabotage an agent’s effectiveness, and the challenges that can make giving great service difficult. The template has 14 slides, including introduction, training outline, three lessons with objectives, content and wrap-up slides, a training … The next part of the course focuses on communication, call etiquette, and what needs to happen between an agent and a caller for the process to work well. She has that perfect blend of knowledge, credibility, and personal skills to deliver very effective training across a wide variance of personalities.”, “We did enjoy the class and yes, I am excited to work with you to bring in more. 0000006106 00000 n Prepare agents to navigate skillfully through every customer call by familiarizing them with a roadmap to effective telephone communications. For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. I learned to approach patient care differently seeing patients as different and not “difficult.” I took away key points and different strategies to use in my interactions with patients, just a matter of finding the time to make adjustments and implement these changes.”. 0000003610 00000 n Offer best practices for placing callers on hold, transferring calls, leaving messages, and documenting conversations. In this workshop segment, we’ll explore best practices for performing those functions and the importance of documenting and capturing the essence of a conversation. I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. I look forward to another opportunity to work with you, you were an absolute delight.”, “The team was quite impressed with your materials and more importantly delivery style. My department will speak well about this course for a while. !”, “I’m usually quiet in group discussions, but I enjoyed this course so much, I participated quite a bit.”, “The course was high-quality, first-class, first-rate, superior, fine, excellent and hence forth. 0000002220 00000 n We really enjoyed it. Reduce barriers to effective communication. Sometimes callers are distressed, unhappy, or unsure. She seemed confused. 0000068412 00000 n The outline should follow the task listing in the sense that all pre-requisite skills should be presented before more advanced skills. A talking head with a PowerPoint presentation and not much else. 0000074165 00000 n “Phillip, you are the best! I look forward to using your company in the future.”, “We had an amazing day today! Throughout the training program agents … We all got a lot out of the training and hope to have him back again for follow up.”, “Myla was very professional and brought subject matter expertise to the training. Schedule this interactive workshop / program / seminar / class. Please contact us to speak with a facilitator about your needs and bringing training to your organization. At the conclusion of this course, participants should have a renewed sense of purpose and new skills they can deploy back on the call-center floor. As part of your training program, we will modify content as needed to meet your business objectives. She is a wonderful instructor!”, “Thank you Kate, Chris, and Kathy! 0000014054 00000 n A workshop leader who sells products during class time. A customer service training manual PDF is easy … It’s important to choose a format that matches your favorite delivery method. It was a pleasure working with you, and thank you for providing some valuable insights for our SES!”, “I have been in several training sessions, and I have to say this has been the best one. 0000000016 00000 n Suggest strategies for building rapport with callers and setting the tone for a positive call. endstream endobj 85 0 obj <> endobj 86 0 obj <> endobj 87 0 obj <> endobj 88 0 obj <> endobj 89 0 obj <> endobj 90 0 obj <> endobj 91 0 obj <> endobj 92 0 obj <> endobj 93 0 obj <> endobj 94 0 obj <> endobj 95 0 obj <> endobj 96 0 obj <>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC]/ExtGState<>>> endobj 97 0 obj [/CalRGB<>] endobj 98 0 obj <> endobj 99 0 obj <>stream There are good arguments for both approaches. Upon request, we will provide you with a copy of the participant materials prior to the session(s). CCA: Call Center Agent; Learning Objectives After you complete this customer service training course, you will be able to: Understand the nuances of body language and verbal skills, which are so … Managers sometimes approach this process by glossing over details, skimping on the boring stuff and throwing agents to the phones … Training call center agents can be a dreaded endeavor. Her style translates to small groups as well as large formal settings. 52.2 Developing a comprehensive training program A training program is composed of a schedule of activi-ties with training goals, learning objectives, subject areas, methods, trainers, trainees, methods of assessment, and locations. She started on time, and the time flew by.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. A partner who will ask questions about your goals and objectives. Kick off training with an introduction (live or video) from the call center … You will look like a pro when you use this accessible presentation template for your training course. I did my best, but it wasn’t good.” “She wasn’t getting it. 0000009344 00000 n %%EOF 0000021548 00000 n We would love to have him back!”, “Pamela did a great job of engaging our participants in the training. We are going to adapt some of our training procedures to fit his suggestions.”, “Pamela is awesome. 0000057912 00000 n Training manuals and templates come in a range of different file formats. Step 2: Divide the Content of Your Training into Modules or Chapters After outlining the content domain of your training… 0000007690 00000 n I am looking forward to working with them again!”, “I liked that fact that we were kept busy – it never got boring.”, “Pamela Sumner is professional, warm, and highly educated. Call center agents must sound fresh, whether they are taking call number one or call number one hundred. Charles is a great teacher, I would like to have him teach them.”, “Thank you for yet another great presentation. They pay attention to what’s working and what isn’t. A post-training web-based skills check-in meeting if desired. Wanted to say a quick thank you for your exceptional “customer service” in dealing with us.”, “I wasn’t sure what to expect and found it to be awesome. Thank you so much for the quality of training and attention to detail. Lauren L., Instructional Designer, Chick-fil-A,Inc. <<7F7940034683A84E8F4F1E23E1DB72AC>]>> “WOW – where do I begin!? 84 46 Very energetic and captivating the entire session. 0000021365 00000 n xref Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. We will also look at words and phrases that are positive and leave callers feeling good about an agent’s interactions with them. She even kept the momentum going through an unexpected room change towards the end of our session. This program is ideal for anyone planning to work at a Call Centre. Jim D., Plover Plant Manager, Ingredion Inc. Cindy T., Administrative Assistant, Cutanea LIfe Sciences, Robin A., Manager, Talent Development thyssen-krupp Elevator, Business Etiquette, Civility, and Professionalism, Leadership for Customer Service Leads, Supervisors, and Managers, Critical Thinking and Problem Solving in Customer Service. Introduce the team. Our instructor-led training courses are available to private groups. 0000073634 00000 n 0000072652 00000 n 129 0 obj <>stream This course begins with a discussion around communication in a call-center environment. The training time frame depends on the applicant's previous call center or healthcare experience. I saw people taking notes that I never would have imagined would be engaged. An opportunity to have a tailoring call and to speak with the program facilitator prior to a workshop. Our training program is deigned to do just that Outbound Sales Program Our Training program works best for the outbound sales trainees because it follows a natural call flow and offers the best skills for every step of a sales call… Recommend language and processes for saying “no.”. 0000011634 00000 n This was a great class and Kate was the best. During training Split the staff, half act as customers and the other half act as call center agents. 0000045774 00000 n A training program is used by the human resource department and other organizations to assure that the best training that they are to provide to their employees and members are efficiently prepared. Below is a list of common high-value agent training programs. Importance of a Training Program. All 4 training programs are packed with high energy skill practice activities and fun hands on exercises with all you need to deliver a set of highly motivating and effective set of programs for call center agents that will directly impact each agent's performance resulting in a more efficient call center … At 20 percent, that's nearly twice the amount for work/life balance (number two reason). 0000002921 00000 n The medical call center agent training … Moments of reflection, laughter, and engagement made this a great FLAG kickoff to the year!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. I highly recommend Shawn and this course, ‘How to Interview and Hire Well’.”, “Thomas Farley’s facilitation of the storytelling module was very engaging and effective. He was fun, knowledgeable, and engaging and had our large group of 50+ people laughing and participating right up until the 5:00 PM end time. 0000065206 00000 n An agent with good empathy skills can mean the difference between a great experience for a caller and one that is merely satisfactory or worse. The feedback I got from my staff was that it was useful not only in work but in their personal lives as well.”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! 3–D JUST A CALL AWAY – The Outbound Call FOREWARD This program is designed as a half-day training session on handling the outbound call. • There are six primary drivers of call center training… The Tuesday workshop was phenomenal! 84 0 obj <> endobj This is the 10th session we have scheduled, and we always ask for Shawn.”, “Both sessions went great. The content of the manual is … Everyone I spoke to during the day today said they were really enjoying the session (as did I). Ultimately, you want a call center training program that makes sure the agent is certified on the program before they go on the call center floor. 0000048150 00000 n Great agents have mastered the mechanics of the phone. 0000002336 00000 n We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. �% +��͔�~��v'�x�̙��\;�A��t��:T�Ne٭C�`V�a6]@�.�M��/�S�H���b�}C՘Z��h��/�S��&Ӗ!a0��8�:��Zp�S5a�^�c������fU�h����6iP!a0�jL��r�\��!�Ü�1����i���NT���3>���)�ʌ�JSʡfU�J�%����TC38̩����T�|�p�9U�����lj���aVթ��ݔ5:�Ü��_]By`�R��O(0��F�;(. Shane S., General Manager, Aero-Flite, Inc. Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Michael O., Staff Relations Representative, The Cheesecake Factory, Elizabeth T., Assistant Professor, Baylor College of Medicine, Kale B., Global Quality-CI Manager, KMG Chemicals, Alexandra N., Training & Development Manager, Simon Kucher & Partners, Gina J., Executive Analyst, City of Klamath Falls, Geri T., VP Human Resources, Hamburg Süd NA, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training), Mia C., Division Chief, Business Management, US Mint, Moneke K., Administrative Coordinator, USPS, Maria F., Learning Consultant, Independence Blue Cross. Week, is noticeable program outline is as follows: 2.Procedure class time training... During training Split the staff, half act as call center agents can be of... Feedback about the day communication in a machine them to enhance it this a... 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