The Five-Module Call Center Training System

The Five-Module Call Center Training System is designed to assist the Call Center Team Leader in helping his employees quickly upgrade their skills to an acceptable level. Call Center Representatives are important for the company because, for many callers, they are the only point of contact they will have with the company. Representatives must know the company's quality assurance standards and be able to represent the company well. They often make the difference between a customer with a problem and a customer who will not do business again. Giving proper answers, having the proper attitude and tone of voice are, therefore, of utmost importance for the company. This booklet will take the Team Leader and employee through a systematic training regimen that will communicate the basic methods for doing the job and ensuring that the representative understands and uses the rebuttals and skills necessary. The Team Leader documents thoroughly all activities and results in order to ensure that the employee is thoroughly trained and understands the job.