Meeting Performance Standards in a Contact Centre

If you want to learn how to excel as a Contact Centre Agent, this course is for you!

You will learn everything about how to instil a Contact Centre Culture within yourself, and how to meet Performance Standards expected by management.  

264 students enrolled

If you want to learn how to excel as a Contact Centre Agent, this course is for you!

You will learn everything about how to instil a Contact Centre Culture within yourself, and how to meet Performance Standards expected by management.

The qualifying learner will be capable of:

  • Identifying and defining what a Contact Centre is.
  • Identifying Contact Centre principles and concepts.
  • Identifying the benefits of instilling in self a Contact Centre culture.
  • Persuading others of the benefits of a Contact Centre culture.
  • Using a computerised system.
  • Responding to calls or other forms of communication (Range: Inbound or outbound).
  • Following up customer queries.

Session 1

1
Lesson 1: Using Technology to Advance Performance
5:13
2
Lesson 2: Performance Management
2:45
3
Lesson 3: Call Logging Software
5:01
4
Lesson 4: Workforce Optimisation
4:06
5
Lesson 5: Industry Benchmarks
3:46
6
Lesson 6: Meeting Time Targets
6:41
7
Lesson 7: Understanding a Customer’s Requests
2:39
8
Lesson 8: Responding to Requests
7:30
9
Lesson 9: Create Opportunities for Discussion
3`;39
10
Lesson 10: Using the Appropriate Language
3:56
11
Lesson 11: Use Electronic Communication Systems
5:30
12
Lesson 12: Active Wait Time
2:49
13
Quiz 1: Performance Standards
5 questions

Session 2

1
Lesson 13: What is a Contact Centre
3:54
2
Lesson 14: Element 1
10:07
3
Lesson 15: Element 2 and 3
3:24
4
Lesson 16: Other Functions
5:47
5
Lesson 17: Principles
6
Lesson 18: Providing Excellent Service
7
Lesson 19: High Performance Environment
4:03
8
Lesson 20: What Makes a Good Agent
4:38
9
Lesson 21: Good Customer Service
2:40
10
Lesson 22: Instil a Service Culture
7:31
11
Lesson 23: Benefits of a Contact Centre Culture
4:39
12
Lesson 24: The Benefits for Others
7:19
13
Quiz 2: A Contact Centre Culture
5 questions

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