The most comprehensive and interactive contact center agent training program in the world
Qualtrak has developed this web based and fully hosted e-learning course to train contact center agents worldwide (both new and existing) in call handling soft skills.
The importance of call handlers using excellent behaviors with every customer contact is recognized as one of the top pre-requisites for being an excellent contact centre (BPO, commercial, public or emergency.) Behaviors, also known as ‘soft skills’ present a big challenge to management. Consistency of peoples’ behaviors at an excellent level cannot be acquired through short classroom courses. The most effective and lasting method is through effective regular coaching. However this presents a number of challenges including having team leaders with the coaching skills to inspire, articulate excellence and the time to coach regularly. For most contact centers these are barriers to creating a highly competent workforce capable of delivering an excellent customer experience.
However, what if you could create a coaching-style learning experience which uses real customer calls, is highly interactive and allows the learner to learn at their own pace?
Qualtrak’s Call Handling Soft Skills Program (in three levels) is the perfect solution. It is built around coaching principles and processes. It uses real customer calls, is highly interactive, web based and a hosted solution that is charged on a ‘pay as you go’ basis. It will equip your agents with the ability to understand and recognize the crucial skills and behaviors that helps to differentiate an exceptional contact centre. The ability to recognize excellence has been shown to be a positive contributor to performance improvement. The course is aligned to the industry’s ‘best practice’ standards for excellent call handling skills (using the UK competency framework.)
Designed for the worldwide call center community, this web-based, hosted program combines state-of-the-art training and will shortly include high-stakes global certification that equips agents with the knowledge, skills and confidence to deliver excellent service to every customer, every time. Agents (also known as Representatives) are engaged in real-world, interactive, behavioral-based learning guided by built-in expert, one-on-one coaching. Requiring about 60-hours to complete, the program's 20 dynamic training modules span three levels of competence for representatives from new-hire to experienced (see below.) Training is self-paced to accommodate a variety of learning needs and situations. Integrated online tests measure retention of learning at the end of each level and identify learning gaps, empowering representatives to take an active role in managing their professional development. The final-step 70-question assessment formally validates the achievement of required competency. This program truly is the first-of-its-kind.
What is included in the Qualtrak Call Handling Soft Skills Program
Subject |
Description |
Level |
1 |
Listening and not interrupting |
1 |
2 |
Voice and language |
1 |
3 |
Gathering information and Identifying customers’ needs |
1 |
4 |
Giving appropriate information including call transfers |
1 |
5 |
Handling complaints |
1 |
6 |
Balancing customer service with business boundaries including controlling the call |
1 |
7 |
Level 1 Assessment |
1 |
8 |
Decision-making and judgment |
2 |
9 |
Measuring and acting upon customer satisfaction |
2 |
10 |
Giving appropriate information effectively and including smart questions |
2 |
11 |
Handling demanding customers and resolving issues |
2 |
12 |
Influencing and negotiating |
2 |
13 |
Level 2 Assessment |
2 |
14 |
Cross-selling and up-selling |
3 |
15 |
Taking ownership |
3 |
16 |
Negotiating and knowing how to say 'No' |
3 |
17 |
Skilled communication techniques |
3 |
18 |
Thinking outside the box |
3 |
19 |
The complete call |
3 |
20 |
Level 3 Assessment |
3 |