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Agents/Reps Customer Contact Center Reps need to be carefully prepared to perform their tasks in behalf of your organization and your Customers. If they cannot locate relevant and accurate information quickly for Customers, or if they do not probe or listen to determine what Customers really need, Reps can undermine all your other efforts to run a profitable center. Reps must know how to:
To get these critical skills, your Reps need highly interactive, fast-paced, skills-based training that integrates technical competence with Customer management skills. Each program in this series has been designed to meet the needs of:
ALESYS can meet all these needs by offering training in Facilitator-led format, paper-based self-study, or CD-ROM versions. We'll help you choose the format that's most appropriate and effective for your business needs. ALESYS also provides you with something other providers don't — we provide optional coaching materials for those employees in your organization responsible for keeping the skills alive. Our professional development programs complement the technical skills training we can custom develop for your specific operation. They are already available through license fees, e-Learning, or Facilitator-led programs at your location. They can be woven into the technical training we develop for you, or they can be delivered as stand-alone modules.
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To learn more about us and how we can assist you, contact one of our Senior Consultants at 386.462.5562 x 225 or submit an Information Request. |
Effective Customer Management SeriesSM for Contact Centers
ALESYS'
Effective Customer Management SeriesSM for Contact Centers includes the following professional development programs for Reps:Building Value through Managed Customer ContactsSMTeaches employees the basics of providing effective Customer service. Through this one-day facilitated program, employees will acquire or improve their foundational Customer service skills required in today's competitive marketplace. This program is a great way to introduce New Hires to the world-class Customer service that your Customers expect. This program is also beneficial to current employees who need to refresh their skills and recommit to providing the most effective Customer service possible. Probing SkillsThis program is available in a one-hour CD-ROM format as The Probing ProcessSM, or as a half-day facilitated program called Effective Probing SkillsSM. Your Reps will gain the essential communication skills they need to successfully and professionally obtain relevant information from Customers. They'll use the skills they learn to uncover information that they might otherwise have missed. No matter which format you choose, Reps are provided opportunities to practice using ALESYS' Probing Process ModelSM, which will guide their thinking process whenever they must obtain information from a Customer in order to match products and services to Customer needs, or to resolve problems. Effective e-Service SkillsSMEquips employees who regularly correspond with Customers electronically to effectively perform those functions. Available in a 5-hour paper-based self-study format or a 2.5-hour CD-ROM version, Effective e-Service SkillsSM specifically focuses on adapting effective Customer skills in an electronic environment. Learners study and practice techniques for analyzing, interpreting, and responding to Customer e-communications. For Reps who have the responsibility for coaching others, ALESYS also offers: Effective Coaching Skills for OJT Facilitators®This 3-day Facilitator-led training program teaches Line Supervisors, Team Leaders, and Job Coaches how to most effectively coach the performance of skills and procedures that were taught to new hires in their initial training. It also applies to the on-going coaching required to manage a group of employees to achieve the performance goals of their unit. Contact us today for more information on how we would partner with you to improve the training you offer to this vital group of employees.
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