How
to Be a Great Call Center Representative
 Give
your front-line call center staff the training they need!
Today’s technology-driven call centers are one of the fastest
growing business sectors in the world. With over 3 million agents
in the U.S. alone, this workforce is growing at unprecedented
levels, driving the need for increased competence and specific
skill levels beyond those provided by standard customer service
training.
Since call centers increasingly are a company’s first line
of contact with current and future customers, training call center
staff can have an enormous impact on customers’ loyalty and
satisfaction. This course has been designed specifically to help
frontline employees in call center customer service or sales to
recognize the scope of the job and develop the skills necessary
to create customer satisfaction.
Topics Include:
- The Roles and Responsibilities of a Call Center Staff
- Preparing Yourself to Deliver Quality Service
- Communicating Successfully
- Current Legislation, Terminology, and Technology Affecting
Call Center Staff
- Building Trust
- Telephone Verbal Skills and Vocal Quality
- Problem Solving and Decision-Making
- Handling Difficult Customer Situations
- Managing Your Time and Multi-Tasking
- Controlling Your Stress Level
- Recovering from Mistakes—Yours and Your Customer’s
In How to Be a Great Call Center Representative, call
center staff will learn what technology-based customer service
is all about including the history, terminology, legislation,
and technology options. This course is designed to supplement
and enhance the industry-specific policies and procedures plus
local, state, and federal guidelines to which a call center staff
must adhere.
Filled with exercises and self-assessments, the course presents
specific, practical strategies for improving listening skills,
building trust with customers, problem solving, and decision-making
-- all within the context of a busy call center.
How to Be a Great Call Center Representative provides
all the tools needed to be confident in handling customers and
building a foundation for future growth and advancement.
About the Author
Robert W. Lucas is President of Creative Presentation Resources,
Inc., a human resource development training and consulting company.
He is an internationally known author who has almost three decades
of experience in customer service, management, and the training
of adult learners. Lucas has authored and contributed to over
a dozen books, and has trained thousands of employees in a variety
of business, government, and non-profit organizations to better
interact with other people and deliver customer service in many
situations. Lucas has a Bachelor of Science degree from the University
of Maryland and a Master of Arts degree from George Mason University.
Course Objective: To train frontline employees in call
center customer service or sales to recognize the
scope of the job and develop the skills necessary
to create customer satisfaction.
Level: Fundamentals
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