Die Leistungsanforderungen an Callcenter-Mitarbeiter im Kundenservice sind hoch. Einerseits wird von ihnen erwartet, dass sie alle Kundenanliegen optimal bearbeiten und die Erwartungen der Kunden am besten noch übertreffen. Andererseits müssen bestimmte Zielvorgaben von Seiten des Unternehmens wie z.B. AHT und Erstlösungsquote beachtet werden. Wie gelingt es Mitarbeitern im Kundenservice all diese Erwartungen zu erfüllen?

Neben reinem Produktwissen sind vor allem sehr gute soziale und kommunikative Kompetenzen gefragt. Agenten müssen offen für die Bedürfnisse ihrer Kunden sein und nachhaken, wo genau der Schuh drückt, um zu einer zufriedenstellenden Lösung zu gelangen. Die Technik des aktiven Zuhörens und der gezielte Einsatz von Fragetechniken sind daher unverzichtbare Schlüsselfertigkeiten. Das allein reicht aber nicht. Denn sobald eine geeignete Lösung gefunden ist, geht es darum, den Kunden dafür zu gewinnen. …


The Call Center School will be attending the QATC Annual Conference in Nashville, Tennessee this September and we would love for you to join us!

Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the contact center? Would you like to have the opportunity to network with your quality assurance and training peers while having the opportunity to discuss your toughest challenges?

The Quality Assurance Training Connection Conference is set for Tuesday-Thursday, September 22–24, 2015 at the Nashville Marriott at Vanderbilt University.

The Call Center School will have a booth set up throughout the Conference with a round table discussion to be hosted on Thursday morning at 7:45am CST. During our round table discussion we will be addressing common questions about contact center training and covering elearning best practices. We encourage our current clients, QATC members, and all those interested in learning more about The Call Center’s School training curriculum to stop by and chat with us! …


There’s nothing we love more than providing an engaging learning experience that inspires learners to strive for continual skills acquisition, increased knowledge retention, and healthy personal development.

In doing so, we understand that different students have different requirements, based upon what their contact center offers to customers. So, in order to help you benefit from the best possible learning experience, while making your life that little bit easier, we’re making some positive changes to our material and content structure.

Through regular, active engagement with our customers, we appreciate that not all students benefit from the current Frontline Fundamentals program structure in its entirety. …


We’re all customers. Yes, while it may seem like an obvious, generalized perception of everyday purchasing trends, resist the unnecessary facepalms for just a moment.

As customers we invest our trust, time and hard-earned money in a wide range of products and services that cater for both our personal and professional requirements. Whether it’s buying goods from your local convenience store, calling your ISP to report an intermittent fault, or ordering a nostalgic t-shirt online, the backbone of customer retention is consistency, irrespective of the product or service.

While unnecessarily complex definitions and perceptions of successful customer retention shadow the concept, the principle really is simple. By combining an offering that customers really, really want, with a genuine willingness to care and consistently exceed expectations through service, customer retention will flourish. …


From agents engaging with customers on a bustling call floor to trainers delivering essential training to a classroom of students, we understand the daily logistics of the everyday contact center.

Consider in-house training efforts. We’re all conscious of the fact that knowledge and skills acquisition is the positive end product of continual learning. Nevertheless, how is in-house training content really handled in the classroom?

Since the dawn of contact centers, Training Departments have developed and hosted their own content for internal use. …


Albert Einstein once said, “Life is like riding a bicycle. To keep your balance you must keep moving”. We thought about this for a while. We then considered that Einstein also said, “wisdom is not a product of schooling but of the lifelong attempt to acquire it”. It sent our minds spiraling into a state of creative overdrive.

As we hurried to the drawing board to rethink our students’ requirements in detail, we quickly arrived at two fundamental questions we needed to answer.

  • How can we develop and maintain a cycle of continuous learning and knowledge retention?
  • How can we support students and help them to keep their skills up-to-date in order to provide a first class experience to your customers? …

Today, social media is turning marketing and customer care efforts on their head. It’s fundamentally changing how, where and to whom customers seek assistance, and presents both significant challenges and major opportunities for companies who are striving for success.

As customers continue to become empowered and expect brands to provide a seamless service regardless of how they get in touch, are you ready to take the leap and adopt social media as a valuable customer care delivery mechanism?

One thing’s for sure, sitting back and doing nothing is no longer a feasible option.

Social media, and in turn social customer care, is everywhere. It enables customers to create, share and exchange information through a web of dedicated online communities at ease. …


Agent training shouldn’t stop as soon as the new-hire orientation and initial training period is complete. Contact center training is an ongoing evolutionary process. The goal of any contact center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for skills necessary to enhance ongoing performance.

In developing an ongoing training program, it’s useful to define what employees need to know and what they should be able to do at defined progress milestones. …


The rise in e-learning popularity is showing no signs of slowing any time in the near future. It’s rapidly changing the way we look at knowledge and skill acquisition and provides students with a much more impressive, and more effective, learning experience than ever before. Seems like a perfect addition to any contact center.

As absolutely faultless as it seems, how much of an impact does e-learning really have on the contact center? In a continued effort to find the perfect balance between a positive learning experience and technology, what does the future hold for dedicated, on-site Training Departments who until the introduction of rich e-learning solutions were fully responsible for delivering all training efforts to classroom after classroom of students? …


At some point since 1989, most of us have gazed and pondered in amazement at the futuristic expectation of 2015 depicted in the 1989 blockbuster classic Back to the Future II. While the then seemingly absurd predictions of Biometric technology, video communication, mounted flat-screen TVs, and video glasses are today a spookily accurate reality, absolutely no predictions were ever made about how users will embrace a rich e-learning experience across multiple devices. It’s time to bin any secret obsessions of hoverboards and self-tying shoelaces, because 2015 is the year of responsive e-learning design!

Let’s face the facts. We live in a rapid, multi-device world where switching between tablets, smartphones, and trusty desktop PCs has quickly become a second nature fixture of our daily routines. With sophisticated Internet-enabled devices at the fingertips of so many people worldwide, understanding the fundamentals of how people learn is key to developing a one-size-fits-all e-learning solution that works seamlessly across all devices. …

About

The Call Center School

Learning Made Easy! Powerful e-learning platform & training programs for Contact Centers

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