Make It or Break It High Impact Training for the Call Center Agent
Are you dedicated to providing exceptional service when the customer rings? Don't miss this action and solution focused webinar series designed to help call center managers and staff execute quality with every call.
Are you dedicated to providing exceptional service when the customer calls? No question about it! Do you call it the Contact Center or the Call Center? Doesn’ t matter. What matters is executing quality with every call. Well run call centers require excellent leadership skills and strategic execution. A demanding call center environment will test every leadership skill a manager has learned and developed.
Call centers are about people. Lots of people. Customers call and email by the thousands. Staff respond to the customer requests. Call center agents are motivated by respect, recognition, variety and fair compensation. Productivity is clearly an important goal in your bank, as it is in many call centers. Leading the staff to provide quality service requires a manager to be emotionally aware and capable of understanding the needs of customers and staff alike — making sure everyone is satisfied with their experience.
Running a call center calls for targeted attention to the details but it is more than that. The call center manager must also think big. Where is the call center going? Where is the company going and where should the call center be taking the lead? Imaginative, big picture thinking connects the call center to the bank’s goals so that it is a strategic asset to your organization.
Part 2 – July 28, 2015, 11:30 am -1:30 pm PST
Constructing Customer Confidence: Make It or Break It
High Impact Training for the Call Center Agent
As the “voice” of the company, call center agents have major influence over your reputation for service quality. They are the make it or break it team for customer contact. Learning objectives include…
- Build your brand, reinforce the bank’s brand
- Personal goals and accountability
- Manage the call – use a call flow guide
- Dependability – on time, reliable
- Mastering the difficult and sticky phone calls
- Staying cool no matter how hot the customer is
- Spotting opportunities to cross-sell
- Key performance factors that enhance your productivity
- Ace the monitoring test – know the dos and the don’ts
Call center agents and all personnel with responsibility to solve problems, answer questions, handle transactions, sell services and resolve complaints over the phone.
Honey Shelton has over 25 years experience as a consultant and trainer for banks and banking associations. Recently she was EVP for an independent Texas bank. Her responsibilities included managing the retail division, marketing, training and deposit growth. Her depth of knowledge, enthusiasm, and compelling personality has left a lasting mark on InterAction Training Systems (ITS), the firm she founded in 1983.
Zack Merrill is a Certified Bank Training Professional (CBTP) and senior training consultant for ITS. As an experienced banker, Zack ran a branch bank and had full responsibility for developing and delivering training with a focus on sales and service. Zack has oversight for evaluating the quality, progress and testing of candidates seeking to earn certification through The Training Institute. Created by ITS in 2013, the Training Institute is dedicated to setting the standard for individuals responsible for training effectiveness in financial institutions.
Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2 hours/session
Member price: $275.00 | Non member price $550.00
Member price: $295.00 | Non member price $560.00
Online: Visit the CBA Webinar Catalog
Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)
1516 Xavier St., Ste 500, Denver, CO 80204
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