Your Call Centre/Customer Experience Implementation Partner

INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers


Essential Agent Skills

This course covers the very basis of contact centre life. It is designed to introduce agents to the work environment, to put them at ease with the technologies, the management processes, the importance of metrics and schedule adherence as well as the relevance of key performance indicators such as Service Levels and Handle times. This is essential grounding for any agent as e best customer service training will be quickly eroded if the agent becomes unnerved when they first sit in the call centre with targets to achieve.

The individual modules (and key subject areas) in this course are -

A1 - Call Centre - what's the difference

  • What is a call/contact centre
  • Why use call/contact centres
  • The Contact industry
  • Getting the most from your training
A2 -Basic Technology
  • Using Call Centre Telephone Systems
  • Mastering eCare systems
  • Customer Relationship Management
  • Agent benefits of Management Information Systems
A3 -Team Work
  • The Benefits of team structures
  • Taking advantage of the overall team effort
  • Contributing to the overall team effort
  • Becoming a valued team player
A4 -Professionalism and a positive approach
  • Factors Affecting Company image
  • Creating a good image
  • Affects of voice and words
  • The seven NEVERS
A5 - The art of Good communication
  • Simplex and Duplex communications
  • Communicating with different types of caller
  • 9-steps of effective communications
  • 14 Essential processes for clear telephone communications
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