Call Center Training

How to align the call center.

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“I see the return on investment coming at several levels. Our line supervisors reported rapid drops in escalated calls after we implemented the call center training programs. Scores on key customer survey questions showed improvement, especially among call centers with less experienced reps. And our turnover costs have been significantly reduced, mainly because the simulations in these programs give our new hires such a clear picture of what it takes to succeed in this job. And, the most important return is that we are seeing more complimentary letters from our customers and service representatives that are more satisfied with their jobs.”

Senior Director | Call Center | Insurance Company

Consider these important statistics from a recent call center research report:

  • 92% of consumers form their image of a company based upon their experience using that company’s call center
  • 91% of dissatisfied customers never purchase goods or services from that company again
  • And, interestingly, 80% of call center executives’ first concern is customer loyalty, satisfaction and retention.

Accordingly, the focus for a call center executive is to determine how to approach the delivery of services in the call center so the customer experience is positive and the customer has no desire to stray toward the competition.  As a leader, ask yourself the following key questions.

  • Is your call center aligned with your overall brand strategy?
  • Are you aligning your call center’s capabilities in order to leverage your high value customer relationships and to create loyal customers?
  • Are you transitioning from a service only, to a service to sales culture?
  • Are you evolving your center from a cost center to a profit center?

Our proven call center training solutions ensure that your call center is structured to capitalize on your organization’s brand promise by aligning your call center’s people and processes.  This alignment provides a solid foundation for your call center to thrive and become an integral part of your organization’s overall customer service, brand, and loyalty promise.

Call Center Training Workshops:

1.  Service Skills

2.  Coaching & Mentoring Programs

3.  Strategy & Operations

4.  Inbound Selling

5.  Outbound Selling

6.  Cross-Selling

7.  Knowledge Management

8.  Measurement

9.  Call Monitoring

10.  Call Calibration

11.  Career Pathing

12.  Certification

To speak with an LSA Global Expert to learn how our call center training solutions have helped leading organizations succeed, please contact us for more information.

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

GE

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

Shire

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

Fujitsu

I want to personally thank you.  The effective presentations skills and leadership coaching  exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

Electrolux

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

ESCI

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