Program of Excellence in Customer Service: Agent Training

Equip frontline agents with necessary skills and knowledge to deliver exceptional customer service and contribute to contact center efficiencies by understanding the “how” and “why” of stellar service and basic contact center operations.

Designed to move agents beyond minimum standards into outstanding, knowledgeable contact center employees, the program will:

• Increase customer satisfaction through agents who are thoroughly trained in how to exceed service standards.
• Enhance employee satisfaction and retention as agents better understand their contribution to the contact center operations and the entire organization.
• Develop a pool of qualified talent who will eventually move into supervisory and management roles.
• Train agents with the necessary skills and knowledge to deliver enhanced efficiencies and service.

Your agents have probably had the basic training that enables them to meet minimum standards. Through ICMI’s Program of Excellence in Customer Service: Agent Training program, you will enhance their knowledge of customer service and contact center operations to give them the tools they need to become outstanding agents.

The program not only delivers an understanding of the “why” behind agent duties, but elevates the professionalism of contact center employees. This leads to greater retention as reps change their thinking from a transitional job to a career destination. With each course of the program, agents will transform knowledge into action using the practice exercises, job aids and coaching toolkits that accompany each unit.

Flexibility of Delivery
Five independent and interrelated days of training allow for flexibility of scheduling. Since the material is modular, it can be delivered in segments or in full days. The program can be delivered via private virtual classes or at your call center via client site format.

Design Your Own Curriculum
The core program can be broken apart to meet your specific needs. Optional units are also available if you have special needs such as email handling, difficult callers or a combination of service and sales. Plus, mix and match units to deliver training for customer service only, service/sales, sales only or technical support representatives. Please view course outline above to see the different units available.

Optional Certificate Program
Certificates are awarded after all unit tests have been completed.

Cancellation Policy

Please take a moment to read the cancellation policy.