Excellent Contact Center Conversations

Excellent Contact Center Conversations is a practical, interactive program designed to help Contact Center Representatives develop or refine their skills to provide need-focused, value-added service to current clients and prospects.

Audience:

Contact Center Representatives and their managers

Time Frame:

One-day classroom module

Prerequisites:

None

Excellent Contact Center Conversations Key Learning Outcomes

Recognize client need clues revealed through transaction requests, client comments or behaviors and systems/screen information
Build trust and credibility with clients to help them feel comfortable discussing their financial needs
Frame the discussion to confirm the client’s request
Handle sensitive situations appropriately
Explore clients’ needs by asking effective questions related to need clues
Offer customized solutions that link to specific needs shared by the client
Obtain joint commitment and refer the client to the appropriate individual/department
Effectively coordinate with internal specialists and transfer referred clients to a specialist immediately, wherever possible

Tools and Job Aids:

Client Relationship Notes Template
Client Relationship Job Aid
Contact Center Conversation Observation Guide
Excellent Contact Center Conversations Coaching Job Aid

Taking you where you want to go starts with a conversation…

Give me a little info and I’ll be back with you shortly.

Dana Perkins
Executive Vice-President – Sales and Consulting
816-434-5543