ELEV-TS 007: Contact Center Training

ELEV-TS 007: Contact Center Training

Course Number: ELEV-TS 007

Duration: One day

Course Description:

For many people, the term contact center is often associated only with sales calls or telemarketing. In reality, contact centers play a much broader and more critical role within organizations, including customer support, technical support, and internal service functions. The quality of a customer’s experience is directly tied to the training and preparedness of contact center staff.

A well-trained contact center can be the difference between gaining loyal customers and losing them. Customers expect knowledgeable, confident agents who can clearly answer questions and resolve issues efficiently. The Contact Center Training course focuses on equipping participants with the foundational skills, behaviors, and training practices needed to deliver consistent, professional, and effective service across all contact center interactions.

By the end of this course, learners should be able to:

• Understand the importance of management involvement in contact center training
• Recognize the value of peer training
• Apply proper etiquette and professionalism in all interactions
• Build rapport with callers
• Effectively handle difficult customers

Course Modules:

Module One: It Starts at the Top

• Create an open culture
• Understand goals
• Understand agent responsibilities
• Identify education opportunities

Module Two: Peer Training

• Top performing employees
• Discuss role with the company
• Critique previously recorded calls
• Cross training

Module Three: How to Build Rapport

• Smile in your voice
• Engage in small talk
• Listen, acknowledge, and empathize
• Be yourself

Module Four: Learn to Listen

• Allow the customer to talk
• Avoid judgment
• Take notes
• Recap the call

Module Five: Manners Matter – Etiquette & Customer Service (I)

• Scripting
• Managing dead air
• Tone and inflection
• Saying it the right way

Module Six: Manners Matter – Etiquette & Customer Service (II)

• “Reading” your customers
• Properly transferring calls
• Going the extra mile
• Limiting information appropriately

Module Seven: Handling Difficult Customers

• Staying calm
• Listening and repeating
• Avoiding blame
• Solving the problem

Module Eight: Getting the Necessary Information

• Using checklists
• Linear thinking
• Open-ended questions
• Close-ended questions

Module Nine: Performance Evaluations

• Consistent service
• Managing abandoned calls
• Speed of answer
• Length of call

Module Ten: Training Doesn’t Stop

• Evaluating progress
• Gathering feedback on training
• Recognizing high performers
• Holding regular meetings

Strengthen service quality and elevate customer experiences with the Contact Center Training course. Join now to build confident agents, improve performance, and deliver exceptional customer service.