The Secrets to Being a Great Call Center Agent

Call Centers create a competitive advantage for organizations that learn to create them well and train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality.

Every interaction the member has with your institution is an opportunity to strengthen the member relationship; turning your members into loyal and raving fans. Being courteous and professional make the top of the list for any member contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolving a member issue or increasing the relationship through the sale of a product or service, the Call Center Agent's call etiquette is on the line. Positive interactions with well-trained agents will increase member lifetime value and institution brand.

Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and member service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.

Covered Topics

  • Build rapport and connect with callers
  • Reduce escalated calls
  • Use professional call management procedures to handle calls with skill
  • Become a Member Advocate
  • Utilize voice tone and keywords to show empathy
  • Problem-solve effectively for the upset and complaining callers
  • Sell, up-sell and cross-sell
  • Build a Plan for Improvement
  • Skill Improvement Tips
  • Become a Self-Directed Learner

Who Should Attend?

Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel will benefit from attending this webinar.


Connection Error #D55. For immediate assistance, please use our online chat (lower right corner of this page).
   OnDemand Recording - $215   
   CD-ROM - $245