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How To Be a Great Call Center Representative
American Management Association Self-Study, May 2001, Pages: 174
Today’s technology-driven call centers are one of the fastest growing business sectors in the world. With an installed base of over 3 million agents in the United States alone, the workforce is growing at unprecedented levels driving the need for increased competence and specific skill levels beyond those provided by standard customer service training.
Since call centers increasingly are a company’s first line of contact with current and future customers, your training as a call center rep can have an enormous impact on customers’ loyalty and satisfaction. This course has been designed specifically to help you and other frontline employees in call center customer service or sales, to recognize the scope of your job and help you develop the skills necessary for creating customer satisfaction. The materials and information included can be used for self-study and individual development or in a more structured classroom setting where training is led by a facilitator or supervisor.
In this course, you will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. Focusing on the key competencies required for technical and customer service support, you will be able to establish a strong foundation of interpersonal and communication skills, emphasizing verbal and vocal quality essential for good telephone techniques.
Using application exercises and self-assessments, this course presents specific strategies for improving listening skills, techniques for building trust with customers, and developing facility in problem solving and decision making - all in the context of a busy call center. Further, you will receive useful direction for controlling stress, multitasking, handling difficult customers, and managing complex technologies and changing products. Finally, you will learn to recognize the need for service recovery and take steps to accomplish it. How to Be a Great Call Center Representative gives you all the tools you need to feel confident in handling customers and build a foundation for future growth and advancement.
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