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Managing a Successful Call Center
July 31 @ 10:00 am - 12:00 pm
Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed. This streamlines the process; routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller?
There are three key factors that must be present in order to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world-class service delivery proposition.
This webinar will ensure your Call Center’s internal processes are top-notch and your agents know how to effectively use technology. This program will also help Call Center Managers ensure that they have well-trained agents in the Call Center. Agents who execute their responsibilities and duties effectively.
Register now and learn the art of coaching for improved agent performance while creating an environment that inspires and rewards high performance!
- Establish training curriculum for Call Center Agents
- Determine and Institute a Call Flow Guide
- Create a motivational work environment
- Build consistency between agents
- Decrease member dissatisfaction
- Reduce excessive call times
- Practice Coaching techniques that increase agent performance
Janice Branch has been a Senior Training Consultant for InterAction Training for over fifteen years. She is a Certified Bank Training Professional and has all the right stuff to wow her participants. Janice is the go-to person when it comes to teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization.