e-Learning Courses

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  • call center training, customer service
  • call center training, customer service

All of our e-Learning courses are competency-based designed to International Standards.  Most providers of Contact Center  and Customer Service e-training do not use the competency- based model.

Competency Based Learning focuses on teaching the concrete skills rather than abstract learning.

Some of the benefits of competency-based learning are:

– After passing a course, students learn critical competencies needed for success in the job and organization.

-Students make progress by passing assessments that show they have mastered the skills essential to the curriculum.

-It measures learning rather than time.

How many times have you or your employees attended a training and you did not take away any learning?

 Course List:

**Download our entire course catalog that contains hundreds of e-learning courses****

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Contact Center:

Contact Center Information Use and Systems

As a contact center agent, you’ll use many different types of information within the scope of your job, including customer, product, and company information. However, to be able to use this information, you need to know where to find it. You will learn about various types of customer data including what is known as customer information and transactional functions. Additionally, you will learn about some of the technological resources and strategies used to store, organize and provide access to customer data including information management systems, customer relationship management systems, and databases. This terminology will form the basis for further lessons on using technological resources in the contact center environment. Finally, you will learn what business documentation is and how the contact center agent interacts with it. Specifically, you will then learn about a particularly useful tool used for external and internal business documentation, email templates. You will learn some common uses for email templates and how to use them within an information management system.

This course is approximately 2 hours in length.

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Contact Center Telephony and Systems

Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world. Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or other technology.

This course is approximately 2 hours in length.

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Contact Center Time Management

In this course time management is discussed as it applies specifically to the contact center environment. Topics including common contact center metrics such as schedule adherence and how it affects the achievement of service level, and strategies for reducing average handle time or after-call work are covered in this course. Furthermore, some practical time management tips useful in any work environment are discussed, focusing mainly on how to stay organized. Specifically there is a focus on how to organize your workstation, your electronic files and email, and your daily priorities. Additionally, some common communication tips helpful for managing multiple tasks at one time including delegation and saying no are addressed.

This course is approximately 2 hours in length.

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Introduction To Contact Centers

What is a typical day in the life of a contact center employee? In this course, you will gain an understanding of how a contact center functions, including the general roles and responsibilities of contact center agents. Furthermore, you will learn about the different types of contact centers and what agents who work in them are likely to do. Finally, it is vitally important to know the common contact center systems and terminology as well as the pressures associated with working in a contact center environment.

This course is approximately 8 hours in length.

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Privacy and Data Security – Canada

With the fast-paced proliferation of technology in the workplace it is important to understand the rules, regulations, and laws that govern various aspects of the computer-based workplace. Information privacy and security concerns have become increasingly important, and as a result it is crucial to understand both federal and provincial privacy legislation.

By understanding legislation like the Personal Information Protection and Electronic Documents Act (PIPEDA) and Freedom of Information and Protection of Privacy Act (FIPPA), as well as guidelines surrounding the protection of electronic information, privacy breaches, and employee surveillance, you will be able to appreciate how your job as a contact center agent intersects with both federal and provincial laws. This course is approximately 1 hour in length.
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Contact Center – Environment, Technology & Systems

This bundle is offered for anyone wanting an in-depth training in a contact center environment and covers the contact center environment, technology and systems. Great bundle for new hires or educating individuals about contact centers.

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Customer Service:

Customer Service Basics

This course explores some introductory information about what quality service is and isn’t, and the benefits of delivering great customer service. You’ll see how you can increase your job satisfaction and further develop essential job skills all by focusing on providing quality customer service. Furthermore, this course examines how the cost of retention compares to the cost of acquisition and investigates the main reasons why companies lose customers. Finally, you’ll explore communication styles, how to build rapport, how to be empathetic, and the importance of being positive, decisive, and helpful. You might discover it’s easier to say unhelpful things than you think!

This course is approximately 2 hours in length.

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Customer Service Policies and Procedures

Policies and procedures may be implemented for a variety of reasons, but ultimately, no matter why they are in place, it is your job as an employee to know and follow them. In this course, you will learn more about why policies and procedures are important to know and follow for customer service. You will also practice interpreting and following policies and procedures and explore some of the possible consequences of not following them properly.

This course is approximately 1 hour in length.

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Discovering Customer’s Problems

It is very important that customer service agents are skilled at identifying the underlying causes of their customer’s problems. In this course, you’ll learn more about different strategies and techniques you can use to identify the true cause of your customer’s problems, including using customer history, root cause analysis, the 5 why’s and fishbone diagram techniques, and the PRIDE method.

This course is approximately 2 hours in length.

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Effective Listening

When you hear something, does it also mean that you’re listening? Is it one and the same thing? We often mistake these two terms as interchangeable. This course will describe the difference between hearing and listening and how effective listening is a key contributor to successful communication in all aspects of life.

This course is approximately 8 hours in length.

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Evaluating Customer Service

Being evaluated can be stressful for some people, while others find it exciting. One way to eliminate this stress is to take the mystery out of the test, or to understand what is being evaluated and why. In this course we’ll look at why and how customer service is evaluated. We’ll look at different types of customer service evaluations and performance reviews. You’ll see what aspects of service are being evaluated and how you can improve your job performance.

This course is approximately 1 hour in length.

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Handling Difficult Customers

Unfortunately, one part of many jobs has to do with dealing with frustrated, angry, or upset customers. This course provides you with some strategies to add to your customer service tool kit for: communication strategies and techniques, problem resolution, and techniques for maintaining your own emotions. It also covers when you should draw the line with a customer who is excessively difficult (using vulgar language, being verbally abusive, or threatening).
This course is approximately 4 hours in length.

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Rebuilding Customer Relationships

When you’re faced with a situation where a customer has already had negative experiences with your company, it can be difficult to rebuild a trusting relationship. In this course you’ll learn about why it’s important to rebuild customer relationships and useful methods for addressing and repairing customer relationships. Using a six step process, you’ll learn how to properly address a customer’s concerns, fix his or her existing problem, provide atonement for previous dissatisfaction, as well as other methods to rebuild trust with existing customers.
This course is approximately 1 hour in length.

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Understanding Your Customer

In this course, you’ll look into different types of customer needs, especially unstated needs. Satisfying your customers may be more complex than you originally thought. Solving their problems and answering their questions is not enough. Next, you’ll explore how to identify, validate, and meet customers stated and unstated needs by using different probing techniques and other active listening skills, as well as a 5 phase approach to problem solving. Finally, you’ll investigate how customer needs are related to service and product options and how you can use your customers’ background information, such as call history, to provide them with better customer service.

This course is approximately 1 hour in length.

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Verbal Communication

The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop or refine your verbal communication skills in the use of professional business language and information gathering techniques.

This course is approximately 8 hours in length.

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Management:

Introduction To Management

New to management or is there a management opportunity at your company that you’ve applied for? This bundle of courses provides an excellent introduction to prepare yourself for a role in management. These courses, including topics like dealing with change, team building, hiring practices, employee training, and common HR-related issues, will provide new managers with general management skills and knowledge to perform successfully in their new role.

Save by purchasing this bundle over individual courses!

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Sales:

Resolving Sales Objections

A natural first response when a person is propositioned to purchase an item or a service is to decline the offer. In a sales role, this objection should be expected. However, there are strategies that can be implemented to help customers move past their initial objections. In this course, you’ll learn specific techniques and strategies to successfully deal with the sales objection and move towards successfully securing the sale.

This course is approximately 2 hours in length.

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