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| © Copyright 2010 Last Call TeleServices, LLC, All Rights Reserved |
Agent Development
The best call center technology available does not make for a great customer interaction without well
developed agent soft skills. Last Call TeleServices provides foundational training in customer service and
telephone selling skills to maximize the ROI on your hardware investment and the effectiveness of every
customer contact.
The best call center technology available does not make for a great customer interaction without well
developed agent soft skills. Last Call TeleServices provides foundational training in customer service and
telephone selling skills to maximize the ROI on your hardware investment and the effectiveness of every
customer contact.
- Basic agent skills include:
- The agents role in today’s contact center
- Call center technology
- Call monitoring and quality assurance
- Vocal quality
- Active listening skills
- Call control skills
Customer service training includes how to:
- Greet a caller
- Put a caller on hold
- Handle a complaint
- Deal with an irate caller
- Escalate a call
- Politely tell a customer ‘No’
Telephone selling skills includes:
- Creating revenue on inbound service calls
- Strong attention getting opening statements
- Selling benefits, not features
- Closing techniques
- Transition, rebuttals and re-closing techniques
- Working with the gatekeeper
- Callback management
- Effective voice mail messages
Team Leader Development
The career path in many companies is to promote the best customer service rep or sales person to the front
line supervisor position. Unfortunately, this is where the formal education and coaching they received as an
agent ends and on-the-job training begins. New team leaders need to acquire the analytical abilities and
soft skills to effectively develop and implement improvement plans for each team member to drive the overall
center performance.
The career path in many companies is to promote the best customer service rep or sales person to the front
line supervisor position. Unfortunately, this is where the formal education and coaching they received as an
agent ends and on-the-job training begins. New team leaders need to acquire the analytical abilities and
soft skills to effectively develop and implement improvement plans for each team member to drive the overall
center performance.
Last Call TeleServices can help develop new team
leads to maximize their effectiveness and drive agent
performance.
The specific areas we focus on include:
leads to maximize their effectiveness and drive agent
performance.
The specific areas we focus on include:
- Communication Skills
- Leadership Skills
- Quality Assurance
- Call Center Reports and Mathematics
- Coaching and Agent Development
- Forecasting and Scheduling
