Call Center Training

A customer service rep takes calls from customers. That's not hard to figure out. But there's so much more to this role than you might realize, if you've never worked in a call center. In this course, we'll go over the various responsibilities to this essential role. Whether you're called a customer service agent or associate, your duties might include solving customer problems, answering questions, offering technical support, documenting issues and requests, meeting call quotas, and most importantly, being a positive representative for your company.

In our last course, we talked about what to do as a call center representative. Here, we'll discuss HOW you'll accomplish those things. In other words, the skills you'll need to excel at your job. We'll cover the knowledge you should have in order to do your job well. We'll talk about the importance of paying attention to details, taking thorough notes, and developing emotional intelligence. We'll also discuss getting creative, staying organized, and being flexible.

What's the first thing you need to know when working as a call center representative? How to communicate well on the telephone! In this course, we'll talk about things like what to say as a greeting, how to remain polite, and using proper vocal tone and volume. We'll cover some helpful tips on being a better call-taker and how to politely place people on hold.

As a call center representative, one of your main duties will be to solve people's problems with your company's products or services. To do this, you need to learn how to troubleshoot a customer's issue to find the root cause and figure out the best solution. In this program, we'll talk about how to become a better troubleshooter. We'll go over how to get to the root cause of a customer's issue, how to evaluate the situation, what you should do to find a possible solution, and how to carry out that solution.

Dealing with angry customers is an unavoidable part of call center work. With the right techniques, you can handle these calls calmly and confidently.

What this course covers:

• Listening to understand an upset caller
• Apologizing and taking responsibility on behalf of the company
• Handling customers who are very upset or swearing
• What to avoid when talking to an angry caller

Build the skills to turn difficult calls around.

Every call center hopes to solve problems on the first contact, but some issues are too complex or fall outside your scope. This course explains how to escalate the right way.

What this course covers:

• What First Call Resolution (FCR) is and why it matters
• Common reasons a call needs to be escalated
• How to recognize issues beyond your scope
• Handing off an escalation smoothly and professionally

You will finish knowing how to escalate without losing the customer's trust.