CALL CENTER LEARNING SOLUTIONS CCLS
is the Industry Leader in Call Center Training

CALL CENTER AGENT TRAINING ONLINE

• Access online courses 24/7 from anywhere
• Courses built in 1-2 hour modules
• Agent Courses include CCLSimulations™– During the online training Agents use learned skills during role-play of a customer call a Call Simulation.
• Agents demonstrate competency through knowledge tests and test call simulations that are recorded

Choose 15-18 hours of Online Coursework

Module 1: What Customer Service Agents Need to Know About the Call Center
2-Hrs online training or 1-day
Instructor led training Introduce the functions of the contact center and provide an understanding of the contact center environment, its purpose, how it operates and the “best practices” used in the contact center to insure business success.

Module 2: Manage Your Personal Performance and Development
2-Hrs online training or 1-day Instructor led training
This module looks at how and why to get the most learning possible from the work you do. Understand that managing and assuming responsibility for your own performance and development is an investment in your own personal and professional growth.

Module 3: Customer Care and Call Handling Skills for Agents
10-12hours of online training or 2days of Instructor-led training

• Manage the Customer Relationship Customers want to do business with a company whose name and brand are synonymous with quality and value. Learn to deliver on your “brand promise” on every call.
• Recognize Customer Behavior Styles When you understand customer behavior styles and characteristics, the more effectively you will communicate with them.
• Provide a Great Call Experience for Every Customer on Every Call! Customer Care, Sales and Call Handling Techniques Creating a “great call experience” for your customers is both an art and a science. The CCLS S.C.O.R.E. process is a call handling and communications skills process that includes techniques, skills and best practices to enable your CSRs to provide that great call experience every time!

Module 4: Handling Change and Stress
2-Hrs online training or 1-day Instructor led training
Change is constant. Learn to effectively deal with the uncertainty of change by using tools to create success through change.

Certificate of Completion
Each student receives a Certificate of Completion for each Module completed.

CCLS’ Call Center CSR/Agent Certification
CCLS provides Certification Testing for students who complete the entire 4-Module Certification Program. Students who pass the testing are awarded CCLS’ Call Center CSR/Agent Certification

Call Center Learning Solutions "Training the voice of your business" ©