Call Centers create a competitive advantage for organizations that train their agents to know what to say, what not to say, and how to sell, while maximizing productivity and quality. Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and member service that determines if they will have the opportunity to increase the relationship with the institution, but also turn the customer into a fan.
Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolve a customer issue or increase the relationship through the sale of a product or service, the Call Center Agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.
Covered Topics
- Build rapport and connect with callers
- Reduce escalated calls
- Use professional call management procedures to handle calls with skill
- Become a Customer Advocate
- Utilize voice tone and keywords to show empathy
- Problem-solve effectively for the upset and complaining callers
- Sell, up-sell and cross-sell
- Build a Plan for Improvement
- Skill Improvement Tips
- Become a Self-Directed Learner
Who Should Attend
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel would benefit from this webinar.
Instructor Bio
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Branch was the senior manager of training for Consolidated Communications where she managed, designed, coordinated, and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Branch is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.
Branch has obtained a bachelor of business administration with a major in management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Branch has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan, she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.