Call Center Etiquette


Webinar | 1 1/2 Hours | CE Credits: 2.0

Be honest, trustworthy, courteous, confident, and professional

Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolving a customer issue or increasing the relationship through the sale of a product or service, the Call Center Agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.

Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and customer service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.

You Will Learn To:
• Set call center etiquette goals
• Build a self-development plan
• Improve your ability to respond to and resolve issues
• Become a self-directed learner

Who Should Attend?
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel.

Janice Branch, CBTP, has been a senior training consultant for InterAction Training for over twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees. Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an institution or if it is consulting on problem solving and servant leadership, Janice is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning. Janice is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc., and is a Certified Bank Training Professional. A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten-acre home in Montgomery, Texas just north of Houston.