Contact Centre Agent Pathway
13 part course upskilling anyone getting into the contact centre industry
LearningPlanet
Summary
Overview
Being a contact centre agent is an important role in any organisation. You are the front line that customers interact with most often. You provide the face of the company and often the only contact someone has with the business. Having some core skills to handle customer interactions effectively is essential. This pathway will help develop your contact centre skills and boost your confidence in dealing with customers and providing them an excellent experience.
Description
This Contact Centre Agent course is divided into 13 parts. Each segment is provided as a 10-minute video and a workbook with three sections in each video guiding you to pause and answer questions that apply to you in your role. Whether you are a new agent or looking to improve your existing skills, this pathway will give you some excellent skills in providing customers with a first-rate customer experience.
Topics for this course include:
Introduction to Contact Centre, Attitude, Customer Service Excellence, Answering the Telephone, Showing Empathy Communication Skills, Award Winning Telephone Techniques Part 1, Award Winning Telephone Techniques Part 2, Positive First Impressions, Handling Difficult Customers, Keeping your Customers Informed, Fix the Customer First, Award Winning Emails
Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.
Who is this course for?
Any already in or looking to get into the contact centre / telephone based industry
Requirements
None
Career path
Contact Centre industry career pathway world wide
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.