Duration: 2 Days Program – 12 Hours

Program Overview:

The Call Center Skills Program will help your employees to improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more empowered, willing, and capable employee is also one that is happier, and happier employees will produce happier customers.

Employees will learn the skills to improve productivity and performance. This will produce a positive environment throughout the bank and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Program Objectives:

•  Define and understand Call Center Strategies.
• Identify different types of buying motivations.
• Customer Service Skills for Call Center Agent
• Familiarize myself with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Inbound Skills & Outbound Skills
• Develop a willing and capable agent
• Relate emotional intelligence to the workplace
• Prepare for a sales opportunity