Make your own free website on Tripod.com

Skills training programme for agent level two

Course objectives

  • To develop agents to take a proactive approach to their own performance and the performance of their team.
  • To encourage the person’s coaching abilities.
  • To raise their profile within their operation.

Course Schedule

2 x 3 hour sessions per month
over 6 months

Call Centre agent menu

 

Context of training

These training sessions are modular and are designed to fit together in groups within two three-hour training sessions over a period of six months.

The subjects covered are appropriate to customer service or sales operations and are split into the areas of functional/interpersonal and technical skills.

On successful completion of the level one band training, a level two agent would need to cover all core modules and a minimum of two optional modules before moving to the level of agent level three. This process would typically take six months.

Training methodology

Within the organisation, there is an operational imperative which precludes agents from spending long periods of time away from the operation. Because of this, the preparatory work and accreditation elements of the courses are designed to be delivered by the agent while on his/her operation. The actual training time away from the operation would be no more than six hours per month.

 

 

Functional and interpersonal skills

Briefing

Objective

Key learning points

 

Client liaison

Objective

Key learning points

 

Communication centre operation skills

Objectives

Key learning points

 

Giving feedback

Objectives

Key learning points

 

Industry awareness

Objectives

Key learning points

 

 

Marketing overview

Objectives

Key learning points

 

Performance management

Objectives

Key learning points

 

Presentation skills

Objectives

Key learning points

 

Team building

Objectives

Key learning points

 

Coaching

Objectives

Key learning points

 

Time management

Objectives

Key learning points

 

Technical skills

Operation database

Objective

Key learning points

 

Excel

Objective

Key learning points

 

Word

Objective

Key learning points

Call Centre agent menu