Contact Centre Training

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Contact Centre Training Solutions

Contact centre training can be a bit of a problem child for L&D managers. Day One’s elearning solutions for call centres helps L&D teams to improve the learning programmes they deliver to up-skill existing staff, and to train newbies.

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eLearning for call centres

Implementation of contact centre training solutions brings a unique set of challenges because it involves both technical and soft skills development. Traditionally, contact centres have a relatively high staff turnover, so time to competency is critical, while still ensuring that these front-line personnel offer excellent knowledge, speed and customer service.

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Our call centre elearning solutions have been developed to deliver across key aspects of a successful call:

  • Quick resolution to the query
  • Good personal interaction
  • Treating the customer with respect
  • Timely access to the right information

These have been shown to be the most important factors for customer satisfaction* that can be influenced by a call handler.

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Call Centre Training Section

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Call Centre eLearning That Works

Most of our elearning packages are based on the idea of offering training that more closely mirrors the tasks customer service staff perform in the real world.

This includes our eRoleplay paired learning, which is perfect for call centre training. With eRoleplay, we can put trainees into an ultra-realistic advisor/customer situation, to practice a range of scenarios; from bread and butter tasks to more complex and problematic ones.

These scenarios are all tailored to the commercial needs of the client’s business to ensure staff are as prepared for their job as they can be.

Trainers can even jump into an eRoleplay to pose as virtual customers and assess staff directly.