Call Center Training 201

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This course addresses additional considerations for call center training programs including troubleshooting, handling angry callers and escalating issues.

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Troubleshooting
Begin self-paced component package.
Begin self-paced component package. As a call center representative, one of your main duties will be to solve people's problems with your company's products or services. To do this, you need to learn how to troubleshoot a customer's issue to find the root cause and figure out the best solution. In this program, we'll talk about how to become a better troubleshooter. We'll go over how to get to the root cause of a customer's issue, how to evaluate the situation, what you should do to find a possible solution, and how to carry out that solution.
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Handling Angry Callers
Begin self-paced component package.
Begin self-paced component package. Dealing with angry customers is a brutal, yet unavoidable, part of your job as a call center representative. As you grow more experienced, you'll find that there are helpful techniques that will allow you to handle these customers with ease. That's what we'll be covering in this program. We'll discuss listening, apologizing, and taking responsibility on behalf of the company. We'll talk about how to deal with customers who are really upset and swearing. We'll also go over some things you want to avoid when talking to an angry customer.
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Escalating Issues
Begin self-paced component package.
Begin self-paced component package. When you're handling customer issues, you always want to be able to solve it yourself. This is what's known as First Call Resolution, or FCR, and it's what every call center hopes will happen. But sometimes there are problems that are too complex, customers who are too demanding, or issues that are outside your scope. In those cases, you may need to escalate the issue. In this program, we'll talk about what that means. We'll go over some common reasons to escalate a call, and we'll also cover how it should be done.
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Course Credit
3 eLearning Points credits  |  No certificate available
3 eLearning Points credits  |  No certificate available
You must register to access.