Contact center training modules


tpc training modules ensure your team has the skills required to be effective in your contact center. Training can be delivered onsite in a traditional classroom environment, or online via webinars.

Leadership Modules


LEADERS MODULE I: THE BASICS OF CALL CENTER COACHING: YMCA

Learn the necessary skills to become a world-class coach and leader. Coaching is a professional skill that you can learn and apply to build successful teams and employees. All too often, we don't have the time to educate and train our employees. Coaching becomes the difference between success and failure. Our method ensures your coaches will be successful in leading their frontline teams!

  • Learn YMCA - Our 4-step coaching methodology
  • Learn how to schedule coaching sessions
  • Learn how to coach your team members individually towards a common goal
  • Learn how to prepare your employees to be ready for coaching

LEADERS MODULE II: BUILDING A WINNING TEAM

If real estate, is "location, location, location" then management is "people, people, people". People make the difference. We need to manage our "team" one person at a time. This module focuses on coaching and leading your entire team to success. Despite different personalities, levels of performance, and challenges, managing can still be fun and incredibly effective. Become a dynamic leader that gets the job done with an inspired team and delighted customers.

  • Learn the "garden of your center"
  • Learn the basics of praise and discipline
  • Learn how to use reinforcement to accomplish your goals
  • Learn the difference between happy employees and successful team members

LEADERS MODULE III: INTRODUCTION TO CALL CENTER MANAGEMENT: DECISION MAKING

Call center managers operate in a fast and furious world. New managers often are stuck trying to balance quality and productivity to be successful. This module will focus on decision-making in the call center, one of the most critical skills frontline managers rely on daily! Learn call center decision-making.

  • Learn the four steps to decision making
  • Learn to prioritize your problems and opportunities
  • Learn to effectively deal with the real issues and leave the "clutter" behind
  • Learn how to synchronize with your manager

Customer Service Modules


SERVICE MODULE I: INTRODUCTION TO CALL CENTERS

Whether in a small or large call center, new employees have much to learn and rapidly begin applying. Understanding why "first impression" is so important to your company and your customers starts your frontline employee on the right path to success. This is the first of three sessions designed to "hyper start" your newest call center members towards a career of excellence.

  • Learn basic phone etiquette
  • Learn how creativity and energy can improve the quality of your call
  • Learn why attitude and adherence are critical
  • Learn how to "serve" and be effective
  • Learn why your first impression really matters to your customers and your company

SERVICE MODULE II: MAKING A CONNECTION

This module focuses on the WEAVE principle that is the cornerstone of tpc courses. This proven methodology teaches participants how to connect with their customers on both personal and professional levels, balancing quality and efficiency - creating the "perfect" balance in customer experience while effectively managing average handle time!

  • Learn the WEAVE
  • Learn to move between business and personal on every transaction
  • Learn how to increase customer experience and manage average handle time
  • Learn how to build loyalty through making a personal connection

SERVICE MODULE III: DEALING WITH DIFFICULT PEOPLE

Whether in a small or large call center, new employees have much to learn and rapidly begin applying. Understanding why "first impression" is so important to your company and your customers starts your frontline employee on the right path to success. This is the first of three sessions designed to "hyper start" your newest call center members towards a career of excellence.

  • Learn Stop, Drop and Role
  • How do I stop a screaming customer
  • Learn words that soothe and don't anger
  • Learn how to control your emotions