For many people, the term Contact Centre relates to sales calls and telemarketers, but a contact centre can provide customer support, information technology support, and much more.  The key to offering great customer experience is in the training.   A well-trained contact centre employee can be the difference between gaining more customers and losing them.  Customers 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.

With our “Contact Centre Training” course, participants will discover the basic elements of being an effective employee of a contact center.

Course Objectives:

·         How to get management involved in training.

·         Why peer training works.

·         Manners are important.

·         How to build rapport with the callers.

·         How to deal with difficult customers.