Keeping current and competitive has never been more challenging for customer contact centers as it is now; with the economy state, emerging competitors, global markets and continually evolving technologies. Still, well trained call center employees are at the heart of creating the competitive edge for any successful call center. As the voice of the company, call center representatives must be properly trained to handle the emotional and rational sides of their interactions to achieve high performance.

The Achieving Excellence workshop enables participants to achieve high levels of performance through developing positive attitude for service, skills of rapport building, active listening and questioning techniques, analytical skills in uncovering customers’ needs and solving their problems, and ability to manage stress. Furthermore, an effective agent needs to know how to multi-task, apply procedures and work in teams.

• Identify the functions of a call center
• Reduce escalated and repeat calls
• Use professional inbound call management procedures to skillfully handle every call and achieve customer satisfaction
• Follow the call script and still give the human touch
• Use voice tone and key words to build empathy
• Delight upset and complaining customers
• Set and achieve service levels, and use reports
• Manage stress, image, and attitude
• Get motivated, communicate effectively and achieve high performance
• Work effectively in a team

Module One: The Call Center

• Understanding Call Centers
• Terms and Acronyms
• How Call Centers Operate
• Internal Communications
• Performance Evaluation
• Monitoring System
• Scheduling System
• Call Center Metrics and Industry Standards
• Measuring the Call Center’s Success
• Measuring Your Success
• The Impact of Queues
• Your Impact on Accessibility and Customer Satisfaction
• Service Levels Agreement

Module Two: The Customer

• Who Your Customers Are
• Your Customer’s Expectations
• Why Customers Hang Up
• Value of Customer Satisfaction

Module Three: The Service

• Creating the Customer Experience
• To Serve and Delight
• The Extra Mile
• Communicating Thorough the Phone
• What’s Missing in Telephone Communication
• It’s Not Only What You Say; It’s How You Say It
• In the Absence of Body Language
• The Impact of Tone
• Building a Service Image Through Verbal Communication
• Rapport Building: Courtesy, Etiquette and Positive Language
• Questioning Techniques
• Active Listening
• Empathy
• Call Structure
• Being Yourself and Sounding Your Best
• Processing the Call
• Call Scripts
• Controlling the Call
• Telephone Etiquette
• Managing Different Types of Customer
• Analytical Customers
• Silent Customers
• Sociable/ Friendly Customers
• Angry Customers
• Others
• Creativity in Solving Problems
• Our Brains
• Creative Thinking
• There’s Always a Solution
• Customer Satisfaction Checklist

Module Four: The Agent

• It’s All About Attitude
• The Fish Market Philosophy
• Dump the Emotional Baggage
• Power of the Mind
• Managing Stress
• Self Talk
• Motivation
• Visualizing Success
• Stress Reduction Exercises

Module Five: The Team

• The Power of Teams
• Team Development
• Team Communications
• Team Conflict Management

Wrapping up Project

Inbound Contact Center/ Call Center Agents
Customer Service Representatives

• The materials for the trainees will be in English.

• The language of instruction will be in Arabic / English.