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Skills training programme for agent level two |
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Course objectives |
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Course Schedule |
2 x 3 hour sessions per month |
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