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Secrets to Being a Great Call Center Agent

Call center agents: Are you looking to take your performance and career opportunities to the next level? In this webinar, you’ll learn best practices that will help you turn customers into loyal and raving fans.

OnDemand
Recorded Thursday,
September 19th, 2024
Presented by Janice Branch
2h total length
$299.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

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

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Call centers create a competitive advantage for institutions that train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality.

After all, 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 turn the customer into a fan.

In this webinar, call center agents will learn to use professional call management procedures to handle calls with skill and learn how to take customer interactions beyond courteous to building rapport and expanding customer relationships.

We'll cover how to build a plan for call center agent performance improvement, provide skill improvement tips, and discuss how to become a self-directed learner.

What You'll Learn

  • Sell, up-sell, and cross-sell
  • How to become a customer advocate
  • Using voice tone and keywords to show empathy
  • Effective problem-solving with complaining callers
  • Reducing escalated calls

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.

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