Contact Centre Training Providers in Australia
The modern call centre or contact centre is a unique work environment, unlike most traditional office-based formats.
A mix of age demographics, increasingly complex calls, loads of technology and, of course, customers with increasingly higher expectations. Then throw in a heavily measured workplace (most call centres record all calls), increasing compliance requirements, strict rosters and so on and it's fair to say they are a unique workplace.
But it's not just phone calls! The modern call centre (now more often called a contact centre) also handles live chat, emails, video chat and more which requires a different skill set.
And for the managers of call centres, things have never been more complex.
Managing people, performance, processes, technology and more often than not, being the champion of the customer requires a unique set of skills. And whilst it's not common knowledge, there is a science behind managing contact centres - skills, processes, formulas and algorithms that apply to all call centres regardless of the location, industry etc.
Contact Centre Training Providers Solutions
Specialist contact centre trainers or call centre trainers have experience providing training solutions exclusively for the contact centre industry. This can include courses for:
- Contact centre agents, call centre representatives etc
- Call Centre Team Leaders
- Call Centre Managers
- Specialist roles such as Workforce Optimisation, Workforce Planners, Quality Assurance,
And when it comes to the types of contact centre training, as you can imagine, there is a diverse range of options, including:
- Customer service
- Handling difficult customers
- Sales (both inbound and outbound)
- Live chat (for agents and managers)
- Email customer service
- Introduction to Contact Centre Team Leader and Contact Centre Manager roles
- High-performance teams
- Quality Assurance (e.g. how to measure quality in the call centre)
- Voice training
- Lots more!
The contact centre training providers below all provide specialist courses purpose-built for the contact centre industry in Australia so reach out to them to discuss your training needs.
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