Next Level Academy Contact Center Training eBook Course

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Module One: Getting Started

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this workshop, participants should be able to:

Define records and archives

Analyze records in context

Classify records

Understand different systems

Maintain and convert records



Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: It Starts at the Top
  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions
Module Three: Peer Training
  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Three: Review Questions
Module Four: How to Build Rapport
  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions
Module Five: Learn to Listen
  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions
                                              Module Seven: Manners Matter - Etiquette & Customer Service (II)
                                              • “Reading” Your Customers
                                              • Properly Transferring Calls
                                              • Going the Extra Mile
                                              • Limit Information
                                              • Case Study
                                              • Module Seven: Review Questions
                                              Module Eight: Handling Difficult Customers
                                              • Keep Calm
                                              • Listen, Repeat, and
                                              • Avoid Placing Blame
                                              • Solve the Problem
                                              • Case Study
                                              • Module Eight: Review Questions
                                              Module Nine: Getting the Necessary Information
                                              • Have a Checklist
                                              • Linear Thinking
                                              • Open-Ended Questions
                                              • Close-Ended Questions
                                              • Case Study
                                              • Module Nine: Review Questions
                                              Module Ten: Performance Evaluations
                                              • Consistent Service
                                              • Abandoned Calls
                                              • Speed of the Answer
                                              • Length of Call
                                              • Case Study
                                              • Module Ten: Review Questions
                                              Module Eleven: Training Doesn’t Stop
                                              • Evaluate Progress
                                              • Get Feedback on Training
                                              • Kudos to Deserving Employees
                                              • Have Monthly Meetings
                                              • Case Study
                                              • Module Eleven: Review Questions
                                              Module Twelve: Wrapping Up
                                              • Words from the Wise
                                              • Review of Parking Lot
                                              • Lessons Learned
                                              • Completion of Action Plans and Evaluations