Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization. The call center is the place where many of these objectives are carried out - one contact, one customer at a time. This two-day workshop is designed to give working call center supervisors, coaches and managers the knowledge, skills, and techniques used to manage customer relationships in a world-class call center.

What will you learn?

The Call Center Customer Relationship Management course provides call center leaders with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the course as it provides practical information on measurement methodologies and contributors to customer satisfaction. The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth section of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course's final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Modules

Customer Relationship Dynamics

Key Customer Relationship Management Principles
Defining and Segmenting Customer

Evaluating Service Delivery

Measuring Customer Satisfaction
Contributors to Customer Satisfaction

Relationship-Building Strategies

Establishing Effective Strategies
Aligning Resources

Cross-Functional Leverage

Building Effective Cross-Functional Processes

Supporting Technologies and Processes

Providing Enabling Technologies
Establishing Supporting Processes
The Role of Teams and Individuals

Course Materials

Study Guide includes course content exercises, quizzes, assignments

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students demonstrate competency through case studies, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.