Most companies today, both large and small, have a dedicated team of representatives to assist their customers over the phone. How your call center agents treat your customers on the phone is a critical aspect to the success of a company.
Professional phone skills do not come naturally to everyone. Understanding how to listen to a caller’s needs, then finding the most appropriate solution to their issue requires an understanding of customer service etiquette. This online call center agent training, developed exclusively for the Management and Strategy Institute, is designed to teach someone the core competencies required to deal with customers over the phone. Once the training is complete, students will take the call center agent certification exam to prove their understanding.
Training for call center employees can be a long and costly investment for an organization. The Management and Strategy Institute’s online call center agent training will give your employees the skills they need quickly and affordably. MSI also offers Call Center Supervisor training and certification.
Additional Information:
Course Syllabus [.pdf] | Sales Brochure [.pdf]
How to serve people What callers want What do you want What people don’t like Establish rapport Connect to callers emotionally Control your tone Be emotionally skilled Obtain information Ask efficient questions Minimize misunderstandings Ask probing questions How to provide information How to present data What not to do | Telephone conversations Common situations Open phone conversations Answer phones Close a phone conversation Put people on hold How to transfer Control your tone Structure your sentences Lack of body language Rate of speech Respond to angry customers How to listen Power of listening skills What callers want |
No, the Call Center Agent training & certification includes all of the course work required to study for and pass the certification exam. This certification program is perfect for first-time call center employees who need to learn the key skills to handle business phone calls.
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This program includes our complete online training program for Call Center Agents. The program includes full audio/video and slide presentation. It also includes a 25 question certification exam and the mailing of our official certificate & transcripts to the student upon completion of the program. The student will receive a digital certificate immediately upon passing the exam.
Yes, you can see a sample of the training here.
The training course is self-paced. Time to complete and fully comprehend will vary with every individual. The course was designed to take approximately 2 hours. You may take the final exam as soon as you’re ready. You have access to the program for 1 year from the date of purchase.
The certification test is timed, with a limit of 1 hour. Students may take the test online, from home or work whenever you are ready. The test is accessed directly from within the student learning center.
You will be mailed a Certificate Of Completion, as well as a letter of congratulations and two copies of our training verification letters which you can give to employers who request it. The certificate is heavy-stock, cream paper suitable for framing.
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