Available Delivery Methods
In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center
(Taxes are not applicable for clients outside of Canada)
Group Registration
A 10% discount is available for group registrations of more than 10 participants.
Course Duration
1 day
Course Description
For many, the term “Contact Center” conjures images of sales calls and telemarketers, yet modern contact centers are so much more, providing critical customer support, IT assistance, and beyond. At the heart of delivering exceptional customer experiences is one essential factor: comprehensive training. A well-trained contact center professional can be the deciding factor between gaining loyal customers and losing them to the competition. Today’s customers expect knowledgeable, confident agents who can resolve their inquiries with expertise and efficiency.
Our Contact Center Training workshop is designed to equip participants with the foundational skills and insights required to excel in this dynamic role. From mastering communication techniques to understanding key operational processes, this program empowers your team to provide exceptional service, foster customer trust, and drive organizational success.
Learning Objectives
- How to get management involved in training
- Why peer training works
- Manners are important
- How to build rapport with the callers
- How to deal with difficult customers
Course Outline
- Getting Started
- It Starts at the Top
- Peer Training
- How to Build Rapport
- Learn to Listen
- Manners Matter – Etiquette & Customer Service
- Handling Difficult Customers
- Getting the Necessary Information
- Performance Evaluations
- Continuous Learning
Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.