Core skills for effective contact centre operations. Available in a not-for-profit version, recommended for government bodies, charities etc.

Includes:

• Customer care essentials
• Making calls
• Receiving calls
• Difficult calls
• Questioning skills
• Building rapport
• Example calls
• Build an individual action plan
• Content editing tools
• Learning Management System

Use The Contact Centre Business to:

• Develop core contact centre skills
• Induct new starts into your organisation
• Ensure a consistent approach to customer care
• Give organisation-specific training in: adding value, building rapport and handling difficult calls
• Train agents who work from home/remote sites
• Build personal action plans
• Create an easily accessible archive of best practice
• Track learners' areas of strength and weakness
• Deliver new product/service training and test knowledge acquisition

A networked version of The Contact Centre Business will enable you to deliver consistent customer care skills to all your agents quickly and efficiently. Agent resources can be diverted to training for short periods during less busy times, and training delivered without the need for expensive seminars and workshops. Editable content enables the inclusion of best questions to ask. For example; how to build rapport, how to handle difficult calls, and best value-adding practice for your business.

Click enquiry to order a free trial CD-ROM.