Call Centers create a competitive advantage for organizations that learn to create them well and train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality.
Every interaction the member has with your institution is an opportunity to strengthen the member relationship; turning your members into loyal and raving fans. Being courteous and professional make the top of the list for any member contact personnel, but nowhere is that more important than in the Call Center.
Whether the call is simply to respond to a question or resolving a member issue or increasing the relationship through the sale of a product or service, the Call Center Agent's call etiquette is on the line. Positive interactions with well-trained agents will increase member lifetime value and institution brand.
Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and member service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.
Topics Will Include:
- Build rapport and connect with callers
- Reduce escalated calls
- Use professional call management procedures to handle calls with skill
- Become a Member Advocate
- Utilize voice tone and keywords to show empathy
- Problem-solve effectively for the upset and complaining callers
- Sell, up-sell and cross-sell
- Build a Plan for Improvement
- Skill Improvement Tips
- Become a Self-Directed Learner
Who Should Attend?
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel will benefit from attending this webinar.
Instructor
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.
Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.