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Secrets of Being a Successful 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.

Upcoming
Wednesday, March 5th, 2025
1:30 pm - 3:30 pm
Presented by Janice Branch
2 SHRM-CP Credits
$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Deposit Accounts
  • Management/Employee Development
  • Sales
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Teller
  • Training Manager
  • Trainer

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Every interaction the customer has with your institution is an opportunity to strengthen the relationship, turning your customers into loyal and raving fans. Being courteous and professional makes the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question, resolve an issue, or increase 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 the institution's 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 and also turn the customer into a fan.

What You'll Learn

  • Build rapport and connect with callers
  • Reduce escalated calls
  • Use professional call management procedures to handle calls with skill
  • Become a Customer 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 would benefit from this webinar.

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning, but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Continuing Education Credit Information

Secrets of Being a Successful Call Center Agent has been approved for 2 SHRM-CP credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://portal.shrm.org/.

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