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Skills training programme for agent level three

Course objectives

  • To develop agent to take an operational view.
  • Raise the personal profile of the agent.
  • To take on team leader tasks.
  • To be seen as an expert by others.

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 two band training, a level three agent would need to cover all core modules and a minimum of two optional modules before receiving full accreditation. This process would typically take six months.

During this period, the agent would have made career choices and certain training courses are designed to assist the agent to achieve their objectives within the organisation. On successful completion of the agent programme, the individual will be prepared for Team Leadership, Apprentice Operations Management or a role in training and development. For individuals needing training and support in other role disciplines, other suitable courses may have to be made available, subject to negotiation and availability.

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

Assertiveness

Objective

Key learning points

 

Client liaison

Objective

Key learning points

 

Briefing

Objectives

Key learning points

 

Career planning

Objectives

Key learning points

 

Giving feedback

Objectives

Key learning points

 

Industry awareness

Objectives

Key learning points

 

Performance management

Objectives

Key learning points

 

Troubleshooting

Objectives

Key learning points

 

Presentation skills

Objectives

Key learning points

 

Team Building

Objectives

Key learning points

 

Coaching

Objectives

Key learning points

 

MIS (operation specific)

Objectives

Key learning points

 

Self management and personal effectiveness

Objectives

Key learning points

 

Client tours

Objective

Key learning points

 

Effective written communication

Objective

Key learning points

 

Technical skills

Excel

Objective

Key learning points

 

Word

Objective

Key learning points

 

PowerPoint

Objective

Key learning points

Call Centre agent menu