Call Center Training - Service Skills

Align the Call Center

"Our talk times are very crisp. The Contact Center Learning Solutions contributed significantly to our success at meeting or running under our target talk times. That’s important for our costs and, even more, to respecting our customers’ time. We see these two programs helping us bridge more of our service calls into selling calls. We’ve also reduced training time by a day or more, because these programs fulfill certain training objectives faster and better than what we used before.  The overall benefit is quality. Quality comes from the way our associates handle calls – their ability to be confident, professional and crisp in their approach. And it comes from great coaching. These solutions have helped make our customer contact experiences the best they can be."
Manager of Quality, Training, and Coaching | Telecommunications Company

Description:
LSA's Call Center Training - Service Skills program features simulation-based e-Learning that helps your reps learn complex customer service skills in a safe, simulated environment. The simulation-based e-Learning portion of the Call Center Training - Service Skills program accounts for 80% of the training time and is expertly blended with facilitated exercises, which help your reps further develop and reinforce skills.

Workshop Objectives:

1. Efficiently and effectively take control of the call, even when customers are angry or upset
2. Quickly and clearly identify what customers really need
3. Offer meaningful solutions that best fit customers' needs...and your business' needs
4. End calls leaving customers feeling good about your rep and organization, resulting in first-call resolution

Results:

• Reduce escalated calls by 25% or more
• Decrease callbacks by at least 25%
• Improve average handle time up to 10 seconds or more
• Improve average quality monitoring scores up to 30%
• Lift customer satisfaction 10%-16%

Target Audience:
Call Center Professionals
 

To speak with an LSA Expert to learn about the call center training - service skills program customization and delivery options for your company, please contact us.