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Agent Plus Certification For Frontline Customer Service Professionals

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Agent Plus Certification For Frontline Customer Service Professionals

Agents are the primary contact for customers and it is important that the professionals provide the highest quality customer care and interaction. The Agent + training focuses on contact centre strategies for effective and superior customer service, emphasizing problem solving, effective call handling procedure and communication skills.

The program delivery is a combination of theoretical concepts interspersed with application through simulations, exercises, large group case studies, and discussions. The methodology relies heavily on ‘Learning by Doing’ and ensures the stickiness of the knowledge dissemination, along with skill building over the five days of the program duration. The program not only focuses on ‘what needs to be done’ but also provides insights and ideas on ‘how it should be done’

Benefits

The Agent + training helps address the desired competencies which include:

  • Customer handling
  • Communication
  • Team orientation
  • Problem solving
  • Complaint handling
  • Decision-making
  • Leadership
  • Managing information
  • Creativity & initiative
  • Quality focus
  • Self-development
  • Customer focus

Existing Agents, Senior Agents, Tenured Agents going to be Team Leads.

Course Outline/Modules

  • Overview to BPO industry and growing trends
  • Role & responsibility of Agents in a BPO
  • Activities in a contact centre
  • Overview to Customer Relationship Management
  • Effective communication and outcomes
  • Process handling skills and knowledge
  • Key performance indicators
  • Service, quality and efficiency measures and metrics
  • Operation and quality management
  • Effective customer handling skills
  • Agent effectiveness
  • Phone mannerisms
  • Team work – working together, cross function teams
  • Stress management

 

Get 10% discount on a group of 4 or more nominations! (Discount will be applied during checkout)
Only applicable for selected batches and courses.

Agent Plus Certification For Frontline Customer Service Professionals

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