Call Centre Campus Fast Track Agent Training

Call Centre Express™
Fast Track Training for Customer Service Professionals

The solution of how to unleash the REAL POWER of customer connections is a click away. Strong customer service skills are critical to your call centre's success. How customers connect with you, how they are treated and the perception they are left with clearly have an impact on their willingness to recommend and repurchase your products and services.

CCCAG has developed Call Centre Express™, a Fast Track Training curriculum which has been successfully delivered to hundreds of call centre professionals. Call Centre Express utilizes ActionLearning concepts which reduce course time by 40% while improving retention and application of new skills and knowledge.

The main focus of Call Centre Express is to reduce the variation in skill and knowledge competency that exists between employees. Did you know that the performance variation between similar experienced call centre professionals is frequently between 400 to 800% and higher? The cause of this performance variation is mostly due to gaps in skill and knowledge competency.

What improvement would you see in your call centre results if those gaps were filled in! CCCAG's Call Centre Express Fast Track Training is high impact, flexible and cost effective.

Delivering Extraordinary Customer Service™
Providing customers with exceptional customer service—each and every call—is the hallmark of best-in-class call centre teams. Competitive call centres realize that sustaining a customer base of satisfied customers isn't enough any more. Rather their goal is to create and grow a customer base of customers that are willing to repurchase their services and recommend their business to others. Delivering Extraordinary Customer Service™ is based on CCCAG's award winning benchmarking study Delighting Customers, First Call, Every Call—a study that highlights and explores the key drivers of providing this enhanced level of customer service. These findings are now shared with your customer service professionals as well as…

•    First Call Resolution—why now and how to provide it
•    Treating customers with courtesy and respect
•    Creating positive memorable customer service experiences
•    Customer service best practice standards
•    Communicating effectively
•    Promises—when to make them and what to deliver

Listening To Build Customer Relationships™
Call centres that excel in customer relationships and continuously prove this by their overall results, list one of their top five competencies as their ability to seek first to understand and then effectively be understood. These call centres also boast some of the highest First Call Resolution percentages. They accomplish this through effective listening skills. Listening plays a pivotal role in establishing and building customer relationships. Listening To Build Customer Relationships™ focuses on the following customer service professional skill and knowledge areas:

•    Listening to understand
•    Distance listening techniques
•    What customers expect and need
•    Attitude, emotion and interest
•    What the customer is listening for
•    Listening barriers and filters that affect our customer relationships

Effective and Efficient Call Handling™
Built around CCCAG's Call Flow Model®, this course teaches tips, techniques and proven strategies to effectively and efficiently handle a variety of call types in several easy steps. Call centre teams find CCCAG's Call Flow Model® the ideal foundation for creating Quality Call Standards. The course focuses on the following call handling areas:

•    The Call Flow Model®
•    The Pre Call Process
•    Greeting and Introduction
•    Discovery and Understanding—getting the business issue call
•    Taking Appropriate Action
•    Closing The Call

Telephone Techniques for Exceptional Customer Service™
Research into the key techniques that make the difference between providing average and exceptional customer service reveals that it is all in how the customer contact process is managed. CCCAG has identified several Best Call Centre Practices that, when properly applied and supported, provide customers with predictable, repeatable and measureable service. The areas of focus for this course include:

•    Best Call Centre Customer Service Practices
•    Telephone Etiquette
•    The Power of Proper Branding
•    Effective and Efficient Use of the Telecom and IS System
•    Differentiating Yourself From Others to Your Customers
•    The Customer Contact Process and How to Use it Effectively

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