{"product_id":"contact-center-training","title":"Contact Center Training","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Contact Center Training.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eCustomers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Contact Center Training.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for digital marketers, SME owners, entrepreneurs, sales and marketing professionals and anyone responsible for online business growth.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eCustomers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eWith our two hour Contact Center Training course, participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: It Starts at the Top\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreate an Open Culture\u003c\/li\u003e\n\u003cli\u003eUnderstand Goals\u003c\/li\u003e\n\u003cli\u003eUnderstand Agents’ Responsibilities\u003c\/li\u003e\n\u003cli\u003eIdentify Education Opportunities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Peer Training\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTop Performing Employees\u003c\/li\u003e\n\u003cli\u003eDiscuss Role with Company\u003c\/li\u003e\n\u003cli\u003eCritique Previously Recorded Calls\u003c\/li\u003e\n\u003cli\u003eCross Training\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: How to Build Rapport\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSmile in Your Voice\u003c\/li\u003e\n\u003cli\u003eEngage in Small Talk\u003c\/li\u003e\n\u003cli\u003eListen, Acknowledge, and Empathize\u003c\/li\u003e\n\u003cli\u003eBe Yourself\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Learn to Listen\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAllow Customer to Talk\u003c\/li\u003e\n\u003cli\u003eAvoid Judgment\u003c\/li\u003e\n\u003cli\u003eTake Notes\u003c\/li\u003e\n\u003cli\u003eRecap the Call\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Manners Matter - Etiquette \u0026amp; Customer Service (I)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eScripting\u003c\/li\u003e\n\u003cli\u003eDead Air\u003c\/li\u003e\n\u003cli\u003eTone \u0026amp; Inflection\u003c\/li\u003e\n\u003cli\u003eSaying it the Right Way\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Manners Matter - Etiquette \u0026amp; Customer Service (II)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003e“Reading” Your Customers\u003c\/li\u003e\n\u003cli\u003eProperly Transferring Calls\u003c\/li\u003e\n\u003cli\u003eGoing the Extra Mile\u003c\/li\u003e\n\u003cli\u003eLimit Information\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Handling Difficult Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eKeep Calm\u003c\/li\u003e\n\u003cli\u003eListen, Repeat, and\u003c\/li\u003e\n\u003cli\u003eAvoid Placing Blame\u003c\/li\u003e\n\u003cli\u003eSolve the Problem\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Getting the Necessary Information\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eHave a Checklist\u003c\/li\u003e\n\u003cli\u003eLinear Thinking\u003c\/li\u003e\n\u003cli\u003eOpen-Ended Questions\u003c\/li\u003e\n\u003cli\u003eClose-Ended Questions\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Performance Evaluations\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eConsistent Service\u003c\/li\u003e\n\u003cli\u003eAbandoned Calls\u003c\/li\u003e\n\u003cli\u003eSpeed of the Answer\u003c\/li\u003e\n\u003cli\u003eLength of Call\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Training Doesn’t Stop\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEvaluate Progress\u003c\/li\u003e\n\u003cli\u003eGet Feedback on Training\u003c\/li\u003e\n\u003cli\u003eKudos to Deserving Employees\u003c\/li\u003e\n\u003cli\u003eHave Monthly Meetings\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e \u0026gt; Contact Center Training\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/sales-and-marketing\"\u003eSales \u0026amp; Marketing\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14360106074175,"sku":"SSLU026","price":44.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634333532,"sku":null,"price":193.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260634366300,"sku":null,"price":330.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU026_Contact_Center_Training-1.png?v=1590011752","url":"https:\/\/www.ebsiamericas.com\/products\/contact-center-training","provider":"eBSI Export Academy","version":"1.0","type":"link"}