ABOUT OUR COURSE

Contact Center Course offers a comprehensive, step-by-step learning path that covers everything from basic etiquette to advanced communication techniques. It combines real-world scenarios, peer training, coaching strategies and performance evaluation tools, ideal for both new and experienced agents.

With case studies and practical exercises in every module, this course ensures your contact center staff can apply what they learn.

WHAT YOU’LL LEARN

By the end of this course, learners will be able to:

1. Understand the core responsibilities of a contact center agent
2. Build rapport quickly and communicate with empathy
3. Use proper call etiquette, scripting and tone effectively
4. Handle challenging customers with professionalism and calm
5. Listen actively and gather the right information efficiently
6. Evaluate and improve their own performance over time
7. Apply cross-training, peer feedback and continuous development strategies

CONTACT CENTER COURSE - COURSE OUTLINE

MODULE 1: GETTING STARTED

1. Workshop Objectives

MODULE 2: IT STARTS AT THE TOP

1. Create an Open Culture
2. Understand Goals
3. Understand Agents’ Responsibilities
4. Identify Education Opportunities
5. Case Study

MODULE 3: PEER TRAINING

1. Top Performing Employees
2. Discuss Role with Company
3. Critique Previously Recorded Calls
4. Cross Training
5. Case Study

MODULE 4: HOW TO BUILD RAPPORT

1. Smile in Your Voice
2. Engage in Small Talk
3. Listen, Acknowledge and Empathize
4. Be Yourself
5. Case Study

MODULE 5: LEARN TO LISTEN

1. Allow Customer to Talk
2. Avoid Judgment
3. Take Notes
4. Recap the Call
5. Case Study

MODULE 6: MANNERS MATTER - ETIQUETTE & CUSTOMER SERVICE (I)

1. Scripting
2. Dead Air
3. Tone & Inflection
4. Saying it the Right Way
5. Case Study

MODULE 7: MANNERS MATTER - ETIQUETTE & CUSTOMER SERVICE (II)

1. “Reading” Your Customers
2. Properly Transferring Calls
3. Going the Extra Mile
4. Limit Information
5. Case Study

MODULE 8: HANDLING DIFFICULT CUSTOMERS

1. Keep Calm
2. Listen, Repeat and Apologize
3. Avoid Placing Blame
4. Solve the Problem
5. Case Study

MODULE 9: GETTING THE NECESSARY INFORMATION

1. Have a Checklist
2. Linear Thinking
3. Open-Ended Questions
4. Close-Ended Questions
5. Case Study

MODULE 10: PERFORMANCE EVALUATIONS

1. Consistent Service
2. Abandoned Calls
3. Speed of the Answer
4. Length of Call
5. Case Study

MODULE 11: TRAINING DOESN’T STOP

1. Evaluate Progress
2. Get Feedback on Training
3. Kudos to Deserving Employees
4. Have Monthly Meetings
5. Case Study

MODULE 12: WRAPPING UP

WHO SHOULD TAKE THIS COURSE?

This course is perfect for:

1. Call center agents looking to improve their service quality
2. Team leaders and supervisors who want to coach their teams
3. Hr and training departments onboarding new customer service staff
4. Businesses seeking to improve customer retention and satisfaction
5. Customer service reps in contact centers, help desks, or tech support

No prior experience needed, just a desire to serve customers better and grow professionally.

FREQUENTLY ASKED QUESTIONS (FAQS)

Q1. What is contact center training?
A: Contact center training is a structured program that teaches call center agents the skills they need to handle customer inquiries, resolve issues, communicate effectively and deliver high-quality customer service across various channels.

Q2. Why is contact center training important?
A: Effective training improves customer satisfaction, reduces call handling time, boosts employee confidence and ensures consistent service. It also helps teams meet performance KPIs like first-call resolution and customer retention.

Q3. How does contact center training improve customer service?
Training equips agents with communication techniques, empathy skills and best practices for managing difficult customers, which leads to faster issue resolution and more positive customer experiences.

Q4. What topics are covered in contact center training courses?
A: Topics include customer communication, call etiquette, handling complaints, listening skills, performance metrics, scripting, cross-training and continuous improvement.

Q5. How do you handle difficult customers in a call center?
Stay calm, listen actively, apologize sincerely, avoid blame and focus on resolving the issue efficiently. These techniques are a core part of our training program.

We specialize in delivering tailored course solutions to match your unique needs. Feel free to reach out to us at [email protected].