Contact Center Training

Choose the most effective method of delivering training for your Contact Centre teams.  

We help Contact Centres achieve excellence at all levels – for your managers, supervisors and agents. Our focus is training Contact Centre teams to help reach your strategic corporate goals, manage your key metrics and provide coaching to improve performance.

Call Centre Agents Training and Certification
Core Knowledge, Skills and Competencies for Contact Centre CSRs/Agents in Customer Service and Sales

Call Centre Supervisors Training and certification
Core Knowledge, Skills and Competencies for Contact Centre Supervisors in Customer Service and Sales

Train your Trainers
These workshops are also available for license and train-your-trainers. Under license we provide master copies of the Instructor Guide and Student Materials including, job aids, recordings, forms and assessment tools.

Call Quality Evaluation (CQE) program
CQE consists of classroom skills training, call simulation practice, and follow through call quality evaluations (CQEs) with feedback and coaching to each student.

  • Classroom skills training to provide provide best practices and core skills.
  • Call simulation practice and coaching to ensure learning has transferred.
  • One-on-one follow up call quality evaluations, feedback and coaching to reinforce skills.
  • A personalized Call Coaching Plan for each student’s ongoing development.

 

To reinforce our classroom skills training, within 30 days of the session, our master trainer will complete “call quality evaluations” (CQEs) for each student where we observe and evaluate their calls and provide direct feedback and coaching to the student. In addition, a personalized call coaching plan will provided to you for each student for their ongoing skills development.

Customer Satisfaction Surveys & reports

Live surveys based on live phone calls, IVR and email are conducted to collect primary data and a report is created to give pointers for improvement (Email, Live Phone Calls, IVR)

Simulated Customer Calls Online – Agents Practice handling your Top Call Types

 

  • Agents access the Simulated Calls (virtual Role Play Custom Build for your calls)using a simple login procedure
  • Agents role-play each step of “your typical customer call” online with a virtual customer
  • The agent’s responses are recorded and the agent can play-back and listen to their own role-play
  • Agents assess their own call quality and can re-record their role-play if they are not satisfied
  • The supervisor, trainer, or coach can access and listen to the agent’s role-play Both “practice” and “testing” role-play simulations are available.

Get in touch

Call Now: +91 120 4136046