Secrets to Being a Great Call Center Agent

Sep 25, 2018 02:30pm -
Sep 25, 2018 04:30pm
(GMT-5)

Event Description

Call Centers create a competitive advantage for organizations that learn to create them well and train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality.

Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolving a customer issue or increasing the relationship through the sale of a product or service, the Call Center Agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.

Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and customer service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.

What You Will Learn:

  • Build rapport and connect with callers
  • Reduce escalated calls
  • Use professional call management procedures to handle calls with skill
  • Become a Customer Advocate
  • Utilize voice tone and keywords to show empathy
  • Problem-solve effectively for the upset and complaining callers
  • Sell, up-sell and cross-sell
  • Build a Plan for Improvement
  • Skill Improvement Tips
  • Become a Self-Directed Learner

Who Should Attend?

Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel would benefit from this webinar.

REGISTRATION OPTIONS

If you are having issues with registering online, please contact CBAO's Education & Training Coordinator, Lianne Simeone, (614) 610-1877.


Event Type:Webinar &/or On-Demand Link/CD
Early registration ends on Sep 08, 2018.
Regular registration starts on Sep 09, 2018 and ends on Mar 27, 2019.
Late registration starts on Mar 28, 2019.
(GMT-05:00) Eastern Time (US & Canada)

 

Registration Fees
Fee TypeEarlyRegularLate
 Live Webinar
Member Fee: $265.00$265.00$290.00
Non-Member Fee: $400.00$400.00$425.00
 Additional Hookups
Member Fee: $175.00$175.00$175.00
Non-Member Fee: $260.00$260.00$260.00
 On Demand Link & "FREE" CD Rom
Member Fee: $345.00$345.00$345.00
Non-Member Fee: $490.00$490.00$490.00
 Both Live & On Demand Link (Includes CD Rom)
Member Fee: $395.00$395.00$420.00
Non-Member Fee: $600.00$600.00$625.00