Prime Contact Center Agent

Prime Contact Center Agent

This curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness.

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Individual license, 3 months access

Curriculum Overview

The Prime Contact 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.


Here is a complete informational listing of the courses in the Prime Contact 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.

Key Features

  • 22 hours total learning
  • 9 Courses (18 hours), each including Self Check Assessment
  • Online Resources (4 hours) - Job Aids, Glossary, Recommended Reading Lists, Links
  • Personalized eLearning System account
  • PreAssessment (PrimePath)
  • Mastery Assessment
  • Client Administration
  • Online Mentoring
  • American English

System Requirements

Operating System

Microsoft Windows Microsoft Windows (98, 2000, XP, Vista, 7, 8, 8.1, 10)

Web Browser

Chrome Chrome
Internet Explorer Internet Explorer
Opera Opera

Other Requirements

  • Adobe Flash Player version 9 or higher is required
  • Adobe Reader plugin is required to view some curriculum Resources
  • A sound card with speakers or headphones are required to listen to audio

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