Contact Centre Hard and Soft Skills Training
ISV's company heritage is built on unlocking personal potential. We believe that with the right tools, everyone can learn, grow and perform at a higher standard.
At the root of this is our experience in Contact Centre Training. By using the online training, you would enjoy a boost in productivity and in employee engagement. As we all know, engaged employees are invaluable. This hard skills training has been reported to achieve as much as a 64% increase in productivity and never less than 15% across the call centre (or contact centre as they are now known). You will also experience:
- Improved agent engagement and motivation
- Increased accuracy
- Enhanced customer experience and consistency of messaging
- Reduced agent attrition
- Decreased call duration and 'wrap up time'
Agent Training Programmes
All of our online training is split into modules so it's learner paced. Contact centre agents can dip in and out as they choose, perhaps when they are in idle-time between calls.
Inbound Sales - first impressions, the psychology of persuasion, cross-selling and up-selling and more
Outbound Sales - opening, voice quality, persuasion techniques, overcoming objections, closing and more
Customer Service - managing emotional states, first impressions, complaint handling, victim v. empowered words and more
Easy Type - Touch Typing Training - various touch typing tutor exercises to get your agents typing professionally, accurately and more quickly, vastly improving your contact centre productivity.
For your team leaders and contact centre managers head over to our Management Training page.
For more than 20 years ISV Software has been the leading global supplier of call centre agent training tools. With over 500 satisfied contact centre clients across a myriad of sectors, ISV ensures you lead the way with exceptional agents providing excellent customer service.