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How to Be a Great Call Center Representative

Course Outline

Give your front-line call center staff the training they need!

Today's technology-driven call centers are one of the fastest growing business sectors in the world. With over 3 million agents in the U.S. alone, this workforce is growing at unprecedented levels, driving the need for increased competence and specific skill levels beyond those provided by standard customer service training.

Since call centers increasingly are a company's first line of contact with current and future customers, training call center staff can have an enormous impact on customers' loyalty and satisfaction. This course has been designed specifically to help frontline employees in call center customer service or sales to recognize the scope of the job and develop the skills necessary to create customer satisfaction.

Topics Include:

  • The Roles and Responsibilities of a Call Center Staff 
  • Preparing Yourself to Deliver Quality Service 
  • Communicating Successfully 
  • Current Legislation, Terminology, and Technology Affecting Call Center Staff 
  • Building Trust 
  • Telephone Verbal Skills and Vocal Quality 
  • Problem Solving and Decision-Making 
  • Handling Difficult Customer Situations 
  • Managing Your Time and Multi-Tasking 
  • Controlling Your Stress Level 
  • Recovering from Mistakes Yours and Your Customer's
In How to Be a Great Call Center Representative, call center staff will learn what technology-based customer service is all about including the history, terminology, legislation, and technology options. This course is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere.

Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making -- all within the context of a busy call center.

How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement.

Course Objective: To train frontline employees in call center customer service or sales to recognize the scope of the job and develop the skills necessary to create customer satisfaction.

Available Formats for Employees and Managers

At our training centre in downtown Toronto, 10.00AM to 5.00PM with one hour lunch break.

$1799 + GST per participant for a two day workshop,
$2499 + GST per participant for a three day workshop,

We offer a 10% discount for each additional participant

For Soft Skill Workshops outside the GTA, please contact us at 647-271-3330 or e-mail your request to support@train4career.net for pricing giving information like number of participants, convenient dates etc.