Call Center Training

Our customer service call center sales training seminars provide you with real-world solutions to help you improve operational performance and achieve better business results. We are totally dedicated to fostering your development as a call center professional. Our customer service call center training is used by world-class call centers like American Airlines and other fortune 1000 companies. We are able to draw upon the best-practices, phone skills, communication skills and procedures used by the largest companies in the US.

Call Center Training

Our call center customer service telephone training program is an intensive instructor-led program delivered at your location. It provides all your call center, help desk and phone professionals with the best-practices and techniques used by world-class call centers. The ultimate goal is to maximize your call center productivity and quality. During our onsite call center customer service sales training your people will learn how to:

• Immediately build rapport and connect with customers
• Reduce repeat calls by getting it right the first time.
• Use professional call management procedures to handle every call
• Use voice tone, pacing, vocal variety, diction, emphasis and active listening to build empathy
• Disarm unhappy complaining customers with delightful telephone etiquette techniques
• Increase call productivity and quality
• Up-sell and cross-sell techniques for existing customers.
• Customer recover techniques to turn dissatisfied customers into repeat buyers
• Manage stress, self image and attitude problems

Call Center Training

With our customer service call center training, your telephone professionals will learn the core phone skills and techniques to maintain world-class phone standards. Our customer service call center training empowers your service representatives to up-sell and cross-sell to every customer and increase customer loyalty. We show them how to make up-selling and cross selling selling a natural part of every service process. In our customer service call center sales training seminar, your agents and phone professionals will be taught the best-practices of phone skills used by today's world-class call centers and help desks companies, including:

Call Center Training

• Proper greeting, request to hold, and how best to transfer calls
• Vocal qualities like tone of voice, articulation, pacing, mirroring, enunciation and conversational flow
• How to develop empathy and creative listening skills to build rapport and agreement
• Problem-solving techniques, a Socratic questioning approach, and solution oriented conversation
• How to gain customers' acceptance of the agents suggestions
• How to politely say no to unjustified requests
• Negotiating ski9lls and solutions for difficult customers
• How to resolve complaints and save accounts
• How to take responsibility and ownership of all customer requests
• How to overcome their natural aversion to selling
• How to conduct productive up-selling and cross-selling 

Call Center Training

We use state-of-the-art learning methods to deliver the customer service call center training that will delight your customers. We use extensive roll play, interaction, skill drills and line practice to make learning fast, effective, and exciting. We encourage video taping the customer service training so you can quickly train future hires using your own video library. We teach 100's of  telephone techniques that are specifically related to your products and services. We encourage team-building activities to make your customer service team more cohesive and company oriented. We provide useful soft tools  that will show you how to hire and coach customer-focused employees, monitor agent skill use and provide objective feedback, measure customer needs and satisfaction, build teams, reengineer phone processes, build internal customer focus. We suggest employee recognition programs that recognize employees who are exceptional. . The result is employee motivation, empowerment, cooperation, team-work and internal customer focus. We offer the very best in leading edge, high-quality services for call center management professionals. We help individuals and organizations understand the dynamics of today's customer contact environment to improve performance and achieve superior business results.

Call Center Training

Benefits of Attending Our Call Center Training Seminars

• Our programs are delivered by the top trainers who know and understand call center problems..
• We work within your working call center. No academic nonsense or theoretical baloney.
• Our call center training seminars build a common understanding throughout your organization.
• We have first-hand knowledge of the call center environment.
• We offer practical solutions that work in 2004.
• We offer objective recommendations. We don't pull any punches or soft peddle our recommendations.
• With our call center training seminars learning occurs in a stimulating atmosphere that is both productive and fun.

Call Center Training

to see a Streaming Video presentation  It explains our SuperStars sales training seminar and much MORE.

Call Center Training

Do you experience any of these problems at your call center?

• Bottlenecks and busy signals during peak call volume periods
• Overstaffing when call volume is low
• Burned-out disgruntled employees
• More than your share of unhappy customers
• Excessive payroll costs

Call Center Training

With our objective recommendations you can:

• Prevent sales losses
• Cut staffing costs
• Enhance customer satisfaction
• Reduce employee turnover
• Minimize training expense 

Call Center Training

How We Can Help Your Call Center Customer Service Performance.

If your call center is plagued with turnover, sour apples, attitude problems, inexperienced personnel or undesirable complaints, our results oriented coaching program can diagnose the problems and prescribe a practical low cost remedy. We’ll provide you with  an accurate performance assessment, communicated in a constructive and results-oriented manner that agents, coaches and your entire organization will find useful

Call Center Training.

How does our Call Center Evaluation Program work?

We spend time on the front lines working with your customer service call center personnel. We walk a mile in their shoes. It is only by listening to and working with your personnel that we can objectively uncover the problems of your call center system. We conduct one-on-one counseling and training both for customer service personnel and managers. We utilize role-play to teach communications that really work. Supervisors, managers and others responsible for improving front-line agent performance come away with easy-to-implement strategies for becoming better leaders. The result:

Call Center Training

• Enhanced individual skills that help decision makers implement personalized training plans
• Improved agent performance resulting from more consistent and effective coaching
• Greater understanding of the ways call center performance affects your entire company
• Higher retention levels for employees who routinely exceed performance expectations

Call Center Training

How can we make sure the improvements last?

You’ll receive all the tools you need to make the changes stick, including:

• Written assessments of each supervisor’s coaching skills, if requested.
• Written summaries of the coaching team’s results
• Written reports outlining assessment results, improvement opportunities and recommendations for changes
• On-site presentation to your leadership team summarizing results and recommendations
• Regular access to our trainer after program conclusion

Call Center Training

What does Our Program include?

Whether you’re just starting your first call center or you are a veteran call center administrator, you want to improve the system you already have in place. We teach your supervisors effective call center workforce management practices such as forecasting, staffing, scheduling, and real time management can result in cost reductions, revenue increases and improved customer loyalty. We will:

• Review your workforce recruiting and management strategy
• Observe day-to-day operations and provide recommendations for improvement 
• Analyze your methods and recommend ways to increase accuracy
• Show your team how to better match schedules with workload demands
• Teach your managers and supervisors how to develop staffing projections
• Show you how to minimize  the "chaos factor" in your call center 
• Review the tools used in your center for forecasting, staffing, and scheduling and suggest alternatives
• Analyze your existing call center operations, technologies, methods, and practices
• Identifying ways to reduce costs without sacrificing service quality or customer satisfaction.

Call Center Training

Our call center sales trainers work with you to uncover all cost reduction opportunities. You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals. You’ll discover powerful ways to

•  Plan and manage call center resources
•  Meet and exceed service levels
•  Forecast workload with accuracy for cost-effective staffing
•  Employ reports that let you monitor performance and measure results
•  Master the goal-setting process to meet performance objectives  

Call Center Training

With our call center training, you’ll gain a wealth of benefits including strategies to

• Reduce abandonment rates and recover lost customers
•  Manage a wide range of contact channels
• Exceed customer expectations
•  Raise performance standards
• Reduce call center costs and improve your bottom line

Call Center Training