Managing a Successful Call Center Webinar

Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed.

Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed. This streamlines the process; routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller?

There are three key factors that must be present in order to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world class service delivery proposition.

What You Will Learn

  • Establish training curriculum for Call Center Agents
  • Determine and Institute a Call Flow Guide
  • Create a motivational work environment
  • Build consistency between agents
  • Decrease member dissatisfaction
  • Reduce excessive call times
  • Practice Coaching techniques that increase agent performance

Who Should Attend?

Branch managers, managers and/or supervisors with call center oversight and Trainers or staff responsible for training Call Center agents.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

View Delivery Options

Instructor

Janice Branch
Janice Branch

Janice Branch has been a senior training consultant for InterAction Training for over twenty-five years. She is a very seasoned presenter that has all the right stuff to wow her participants about the... read more.

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Managing a Successful Call Center0.25 12/01/2021 AnyWebinarCD-ROM Video Recording Janice Branch$345.00 Register Now
Managing a Successful Call Center0.25 12/01/2021 AnyWebinarSix Month On-Demand Recording Janice Branch$295.00 Register Now
Delivery Options

LIVE WEBINAR:
INCLUDES 7 DAYS OF ONDEMAND PLAYBACK! With this option, you will participate in the webinar (via the internet) as it is being presented. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a telephone for the audio. You can type and send your questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate at the same time. And don’t worry if you miss the webinar, you can still view it for up to seven days after it takes place!

SIX MONTH ONDEMAND VIDEO:
With this option, you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link to the media player where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. The weblink will be available to you (and anyone else in the company) for up to six months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.

CD-ROM VIDEO:
If you do not have internet access or want to make the webinar part of your training library, the CD-ROM Recording is a great option for viewing a webinar. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. With this option, you will receive a download of the PowerPoint slides and a CD-ROM Recording (featuring PowerPoint presentation with audio) of the webinar via regular mail. Mailed 7 to 10 days after the webinar takes place.

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