Secrets to Being a Great Call Center Agent Webinar
Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center.
Webinar Description and Intended Audience
Call Centers create a competitive advantage for organizations that learn to create them well and train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality.
Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolving a customer issue or increasing the relationship through the sale of a product or service, the Call Center Agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.
Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and customer service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.
What You Will Learn
- Build rapport and connect with callers
- Reduce escalated calls
- Use professional call management procedures to handle calls with skill
- Become a Customer Advocate
- Utilize voice tone and keywords to show empathy
- Problem-solve effectively for the upset and complaining callers
- Sell, up-sell and cross-sell
- Build a Plan for Improvement
- Skill Improvement Tips
- Become a Self-Directed Learner
Who Should Attend?
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel would benefit from this webinar.
Webinar Viewing Options
INCLUDES 7 DAYS OF UNLIMITED ONDEMAND PLAYBACK! With this option, you will participate in the webinar live, via the internet. 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 a very effective training tool. The OnDemand Video will be available to you (and anyone else in the company) for 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.
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 any applicable handouts and a CD-ROM (featuring the full-color PowerPoint presentation with audio) via regular mail. Mailed 7 to 10 days after the webinar takes place.
Webinars can be scheduled and offered exclusively for your company. They can even be customized to best fit your needs. To find out more, please complete the in-house request form found in the Schedule and Registration Information section below.
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.