Apr 18, 2024
Call center agents, are you looking to take your performance and career opportunities to the next level? In this webinar, you’ll learn best practices that will help you turn customers into loyal and raving fans.
Call Centers create a competitive advantage for institutions that train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality. After all, 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 and turn the customer into a fan.
In this webinar, call center agents will learn to use professional call management procedures to handle calls with skill, and learn how to take customer interactions beyond courteous to building rapport and expanding customer relationships. We'll cover how to build a plan for call center agent performance improvement, provide skill improvement tips, and discuss how to become a Self-Directed Learner.
Thursday April 18th, 2024
2:30 am - 4:30 pm EST
What You'll Learn
Sell, up-sell and cross-sell
How to become a customer advocate
Using voice tone and keywords to show empathy
Effective problem-solving with complaining callers
Reducing escalated calls
Who Should Attend
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel would benefit from this webinar.
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.
Available Upgrades
AyZha Hazelwood, Education Meeting Coordinator
Ahazelwood@indiana.bank
317-387-9380