Call Center - Cross Selling Training

Align the Call Center

Description:
With this Call Center - Cross Selling Workshop, you can train one agent at a time or your entire call center. Six online modules are accessible 24-hours a day, seven days a week and are designed to be completed in four hours. This flexibility enables agents to train during periods of low call volume and maximize downtime spent at their workstations. Laura, the course’s animated narrator and online coach, guides agents through the modules, encourages them throughout the program, and provides immediate audio feedback to their course responses.

With multiple opportunities to improve skills through interacting with the course material (75% interactivity!), agents stay engaged and retain what they learn. Other course skill-building components include a record and playback capability, as well as multiple customer simulations for applying skills in on-the-job situations. Finally, a cumulative exam offers the opportunity for both the organization and the individual to confirm mastery of the course material.

The workshop is easy and convenient to access. Recognizing that agents may need to interrupt their training to attend to customer calls, it book marks progress in the course and returns agents to their point of departure upon their return. This program can be implemented as a stand-alone training intervention or as part of a more comprehensive blended solution; and is available in both high and medium bandwidth versions, to accommodate a range of organizational capabilities.

Objectives:
To help frontline call center agents and their managers:

1. Understand the link between service and sales
2. Apply a four-step LEAP Model (Listen and Look, Explore needs, Act on opportunities, and Propose next steps) to expand customer interactions beyond the point of the initial service request
3. Identify sales opportunities and apply a discovery questioning strategy
4. Use “speed statements” to create compelling sales recommendations
5. Employ closing techniques that get the business
6. LEAP live back on the job

Results:

1. Increased wallet share/deepened customer relationships
2. Improved customer loyalty
3. Increased employee confidence/reduced employee attrition
4. Enhanced customer experience

Target Audience:
Frontline call center agents and managers

To speak with an LSA Expert to learn about the call center - cross selling training customization options for your company, please contact us.