About Contact Centre Training Sessions

Call centres often offer some of the most dynamic and challenging kinds of work available. This part is especially true for the customer support agent, who is considered the bridge between the customer and the company, and is therefore often the determining factor of the customer’s experience. It paves the way for new experiences as well as challenges any customer support agent on the phone, and so they have to be equally dynamic. Competency, therefore, is an ideal as much as it is necessity. Accordingly, this training course is designed to help participants, particularly customer support representatives and call centre agents, achieve high competency by teaching them key self-motivational techniques, questioning techniques, critical thinking skills, and de-escalation tips and tricks that will greatly help them in their day to day tasks.

Without a doubt, customer service is extremely important and at times difficult to provide; they often decide the fate of customer loyalty and profit margins, and so must be handled with meticulous attention to detail and resilience that rivals even that of soldiers in battle. Our training course will highlight this universal need by teaching employees how to be more resilient by means of self-help, how to ask the right questions in the best, most customer-oriented manner possible, how to think fast and logically in an industry that constantly demands speed and efficiency, and how to address even the most irate of customers. Lastly, this training course can be added into a customised training session that can help address your team’s more specific needs.

Contact Center Training

Lesson One

Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Aims

Lesson Two

It Starts at the Top

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study

Lesson Three

Peer Training

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study

Lesson Four

How to Build Rapport

  • Smile in Your Voice
  • Engage in Little Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study

Lesson Five

Learn to Listen

  • Permit Customer to Talk
  • Prevent Judgment
  • Take Notes
  • Recap the Call
  • Case Study

Lesson Six

Manners Matter – Etiquette & Customer Service (I)

  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Proper Way
  • Case Study

Lesson Seven

Manners Matter – Etiquette & Client Service (II)

  • “Reading” Your Customers
  • Properly Moving Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study

Lesson Eight

Handling Difficult Clients

  • Keep Calm
  • Listen, Repeat, and
  • Prevent Placing Blame
  • Solve the Problem
  • Case Study

Lesson Nine

Getting the Necessary Information

  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study

Lesson Ten

Performance Evaluations

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study

Lesson Eleven

Coaching Doesn’t Stop

  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study

Lesson Twelve

Wrapping Up

  • Words from the Wise
Additional Modules and Sample Sections

Self-Help Tricks

Fear is often the worst enemy of any customer service agent. It is the one thing that easily gives them greater chills, far more than the AC that’s always right in front of them. Indeed, there are several great reasons to fear. For one, you never know who it is you’ll be meeting on the other line; is it someone who’s in a pleasant mood and isn’t a hurry, or is it someone who’s already fuming with rage because of a breakup, and is therefore just one step closer to unleashing all hell against all who are unable to please them? Another reason for concern is how it may be too difficult to sustain your thought processes in a speech; forgetfulness can remove any sense of authority you may establish with a customer, and that can definitely affect an employee’s stats, which measure their overall effectiveness. As such, it is extremely important to be able to get over fear through self-help techniques which are guaranteed to bring any employee back on their feet.

Critical Thinking Skills

Customer support agents are often very smart people who are able to come up with solutions on the fly, and very efficient ones at that. Much like in mathematics, every problem a customer service representative experiences always has a corresponding solution which can in turn please any customer and keep them bragging about the reliability of the backup plan that is your company’s customer service. It is therefore necessary for customer support agents to learn this particular skill by having keen mastery of grammar (as this allows you to figure out semantics and how the same problems are told in different manners) and logic, the latter of which is exercised in very fun, problem-solving activities. Now, we may have mentioned mathematics here, but you can be sure that we won’t give them any of the hard stuff.

Questioning Techniques

All customer service agents need to gather as much information as humanly possible in order to solve a problem, and how much information they can get is often decided by their questions. Now, simply put: a question must not be obnoxious, divisive, loaded, offensive, invasive and so much more. Further still, they must be aware how questions are exactly formed down to the most grammatical and tonal level. This is because it is very important that people be allowed to distinguish between “Let’s eat, Dad,” and “Let’s eat Dad.” Of course, this exact sentence can’t possibly occur in the customer service context, but it is highly possible for other, more context-sensitive questions. We will therefore devote crucial time explaining to participants the many kinds of questions, including the worst ones to ask and those which tend to provide the most information in nearly any situation.

De-escalation Techniques

Of course, our training course would not be complete without a discussion on deescalating and decreasing tension. This is because it can often seem as though an irate customer is a lost cause; that is to say you can no longer persuade them to calm down and return to a more reasonable level of thinking, much less buy your products and continue being loyal to a company that they see as having betrayed their trust. It is therefore very important to learn the many de-escalation techniques available in order to help participants become the absolute best at maintaining not only their composure but that of the client.

Customised Training Session For Teams (Included No Charge)

Our company prides itself on offering not only competent, well-designed training courses for the budding company and employee alike. It also prides itself on its offering of personal customisation for each and every training course offered by our company. This means that any client who requests a training course from us has the option to personally customise it until it 120%. We set a high standard for our content creation team, and we won’t let up when it comes to customising your training course to perfection. It is only when our client is satisfied with their customisation that we shall be satisfied with our work. Customise a training course with us now!

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Our company is always prepared to entertain special requests for particular content, or a specific training course. All we need is a set of basic information about the course, its targets, and references, and our team of writers, editors and researchers will get to creating it right away. As soon as our client makes a special request for a specific training course, Paramount springs into action and starts preparing it right away. This is the Paramount quality of work. This is our Paramount promise.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

Paramount is a company of esteem and professionalism. In line with that, we only hire professionals to constitute our diligent and dedicated crew of employees. Among these employees are the online assistants. These professionally licensed and registered mentors are always ready to respond to the needs of our clients and help them grow in the best way possible with our online training courses. They are enthusiastic in their craft, and will always be ready to respond to your call within the working day’s hours. Don’t wait! Book a course with Paramount today!

Online Self Paced

Download Certificate of Completion $69 Inc GST
Printed and Posted Certificate of Completion $89 Inc GST

The choices in our online training courses usually fall to our clients. There is no one who can craft the learning experience for them better, and it also ensures that all of it will be done according to their convenience and benefit. Besides course details, course scheduling is also within the control of the clients, so they can reschedule their online classes however they need to if they have a busy schedule. Paramount is ready to respond to the various needs of its clients, especially in the way of time. Book a course today, and choose your own learning schedule!

Get Information or Quotation For Your Team

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