Curriculum Overview
The PrimeContact Center™ Agent curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness. Proven techniques are presented and illustrated incisively to help learners adapt their communication styles, build customer rapport, and resolve problem situations appropriately.
At a Glance
Certification: PDU Credits: 22 PDUs
Download: Curriculum Overview in PDF Format or Curriculum Synopsis in PDF Format
Prerequisites: None
Skill Level: All levels
Target Audience: Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies.
Courses
Here is a complete informational listing of the courses in the PrimeContact Center™ Agent curriculum.
Introducing Contact Centers (CC0021)
| Duration | Course | Description |
|---|---|---|
| 1 hr | Contact Center Essentials | This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. |
| 1.5 hrs | CSR Success Criteria | This course describes the essential skills and qualities that will ensure successful customer service operations. |
| 3 hrs | Customer Response Etiquette | This course helps to identify best practices for communicating with customers via different contact methods including the telephone, fax, email and Web chats. |
Communicating Effectively (CC0022)
| Duration | Course | Description |
|---|---|---|
| 1.5 hrs | Build Customer Rapport 1 | This course will help learners adapt their communication styles to build a successful rapport with others. |
| 1.5 hrs | Build Customer Rapport 2 | This course provides learners tips and techniques to improve verbal and written communications skills in order to deliver excellent customer service. |
Handling Contacts Professionally (CC0023)
| Duration | Course | Description |
|---|---|---|
| 1.5 hrs | Maximize Call Performance 1 | This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. |
| 2.5 hrs | Maximize Call Performance 2 | This course discusses several methods that learners can employ to assure that the customer contact is a positive experience. |
Preparing for Mutual Success (CC0024)
| Duration | Course | Description |
|---|---|---|
| 3 hrs | Satisfy Customer Needs | This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. |
| 2.5 hrs | Reduce CSR Stress | This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. |
Deployment Options
eLearning System curriculum (Internet)- 22 hours eLearning
- 9 Courses (18 hours), each including Self Check Assessment
- On-line Resources (4 hours) - Job Aids, Glossary, Exercises, Recommended Reading Lists, Web Links, Games
- Personalized eLearning System account
- PreAssessment (PrimePath™)
- Mastery Assessment
- Client Administration functionality
- Search feature
- Access to PrimeLearning-run Discussion Boards, Chats
- On-line Mentoring
- Course, including Self Check Assessment
- Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)
- Please contact us at info@primelearning.com
- American English
System Requirements
- All Microsoft Windows operating systems are supported.
- All Internet Explorer browsers are supported above version 4.0.
- Only version 4.7 of the Netscape browser is supported.
- Adobe Flash Player version 9 or higher is required.
- Adobe Reader plugin is required to view some Curriculum Resources.
- To participate in the Virtual Classes, or play back the archived classes then the Centra client software is required.
- A sound card is required to hear audio.
- Links to download Adobe Flash Player, Adobe Reader and Centra client are provided below and in the eLearning System.
