CERTIFIED CONTACT CENTRE PROFESSIONAL (CCCP)

Duration

CERTIFIED CONTACT CENTRE PROFESSIONAL (CCCP)

2 days

Overview

As Contact Center operations increases in complexity, the roles and responsibility of Contact Center Professionals has changed drastically Today, it has become a necessity for most Contact Center Professionals to not only serve the customer but also to up sell and cross sell to them.

This certification programme is part of the ATCEN Customer Experience Management series that certifies customer contact professionals on the essential soft skills elements associated with superior telephony sales and service management The programme consists of modules that teach participants essential skills such as Customer Experience, Contact Center operational basics, communication, call management, call courtesy, call accuracy, professional customer interaction principles and concepts This programme certifies that the participant has the relevant skill sets to a deliver stellar interaction to customers

It also enables participants to have a holistic view on how their role plays an important part in Customer Experience Management

Workshop Learning Objectives

• Understand the need to exceed customer delight;
• Appreciate what it takes to be a successful Contact Center Professional in current environment;
• Create lasting impressions with the Customers;
• Understand the importance of call and service management

Workshop Learning Outcome

After attending this program, the participants will be able to:

• Understand how a Contact Center operates
• Communicate effectively to your customers
• Answer customer queries in a structured manner according to the inbound and outbound call flow
• Manage difficult customers

Certificate of Completion awarded by Western Kentucky University (USA)

Certification is dependent on the following:

• Full Class Attendance
• Assessment comprising of 50 Multiple Choice Questions (100%)
• Passing score is 80 percent or higher

Training Methodology

Workshop includes

• High impact short lectures
• Experiential learning activities
• Audio and visual learning enhancements
• Knowledge sharing
• Case studies and analyses
• Instant feedback from the facilitator

Day 1

9:00am –10:30am

INTRODUCTION

• The Evolution of Customer Service to Customer Experience
• Differences Between Customer Experience, Customer Relationship Management(CRM) and Customer Service

Module 2: Contact Center Professional’s Competency

• The Contact Center Professional Behavioral Anchors
• Developing Confidence and Rapport Building Skills
• Deciphering What the Customer Wants Implicitly and Explicitly
• Essential Contact Center Mindset –KPIs and Contact Center Metrics
• Inbound Call Patterns and It’s Relation to the Contact Center Professional

2:00pm –5:00pm

Module 3: Clear Communication Always

• Exceptional Communication to Create First and Lasting Impression
• Understanding the Communication Model and Process
• Developing Superior Listening and Questioning Skills
• Did You Get That? –What the Customer Wants You to Know

Day 2

9:00am –10:30am

Module 4: The Inbound Telephone Call

Structure

• The Call Opening, Hold and Transfer
• Understanding Customer’s Challenge & Needs
• Accuracy and Clarity in providing solutions
• How to Provide Effective First Contact
• Resolution (FCR)
• The Call Closing & After Call Activity

10:45 –1:00pm

Module 5: Managing Difficult Customers

• Understanding What Causes Conflict and the Stages of Conflict
• The 6 Different Types of Customers
• Dealing with Difficult Customers –The LEARN Approach
• Practicing Transparency with Customers

2:00pm –5:00pm

Module 6: Moving Forward

• Continuous Development of the Knowledge, Skills, Attitude, Habit (KSAH) of an Effective Contact Center Professionals
• Individual Development Plan

Programme scope, delivery arrangements and suitability are confirmed during enquiry.