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.
Live Plus Five – $265
Register for the live event and get five days access to the OnDemand Playback. You’ll have opportunity to ask questions during the presentation and be free to review the content for the next five business days. Registration also includes links to presenter materials, handouts, and pdfs.
OnDemand Recording Only – $295
Includes a weblink for unlimited viewing for 6-months after the date of the webinar as well as a link to handouts. Does not include live session.
CD-ROM and Hardcopy Handouts – $345
CD-ROM plus Hardcopy Handouts. Does not include live session.
Live Plus Six – $365
Attend live; includes six months access to OnDemand playback. Combine the advantages of live attendance with an unlimited number of replays for the next six months.
Premier Package – $395
Includes all three options above. Live session, OnDemand Weblink, and CD-ROM plus Hardcopy Handouts.
Want your branches to participate? Facilities within your organization will be able to participate without the travel costs of coming to one location.