The Art of Connection: Communication Excellence in Contact Centers
The Art of Connection: Communication Excellence in Contact Centers” is a transformative training program strategically designed to elevate communication proficiency within contact centre settings. This dynamic course is geared towards achieving tangible results in customer satisfaction (C-SAT) and Net Promoter Scores (NPS) by honing participants’ abilities to create meaningful connections and deliver exceptional service through strategic communication techniques.
Course Details
Duration /
Set-Up
7 hours, with lunch and tea breaks
Delivered at your site
Suitable for up to 12 delegates – can accommodate more but we advise against this to maximise everyone’s learning experience
Pricing
£1,000 per session
*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site
Objectives
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Acquire techniques to establish authentic connections with callers, directly impacting customer satisfaction (C-SAT) and Net Promoter Scores (NPS
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Sharpen active listening skills, allowing participants to gain profound insights into customer needs, concerns, and sentiments for more impactful issue resolution.
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Master the art of tailoring communication styles to diverse customer profiles, fostering inclusivity and clarity in interactions, leading to improved customer feedback.
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Empowering contact center professionals to approach problem resolution in a customer-centric manner, directly influencing positive experiences and higher satisfaction metrics.
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Develop strategies to handle challenging interactions with finesse, mitigating potential escalations and contributing to a more positive overall customer experience.
Who Would This Benefit
This course is a must for contact centre agents, customer service representatives, and professionals in call centre environments who aim to significantly impact key performance indicators such as C-SAT and NPS. Whether you’re a frontline representative, a team leader, or a manager overseeing contact centre operations, this training program is tailored for individuals committed to achieving outstanding customer satisfaction metrics, reducing escalations, and driving positive business outcomes.
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