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PrimeContact Center™ Agent

PrimeCustomer Care™
PrimeCall Center™ ABCs
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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.

Target Audience
Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies.

Certification
PDU Credits: 22 PDUs

Prerequisites
None

Skill Level
All levels

Courses
Description	Course	Duration
Recognize the functions of customer contact centers and the roles of customer service representatives	Contact Center Essentials	1 hr
Appreciate the essential skills and qualities that will ensure successful customer service operations	CSR Success Criteria	1.5 hrs
Identify best practices for communicating with customers	Customer Response Etiquette	3 hrs
Adopt communication styles for successful rapport	Build Customer Rapport 1	1.5 hrs
Improve verbal and written communication skills in order to deliver excellent customer service	Build Customer Rapport 2	1.5 hrs
Review the stages of a typical customer call flow and initiate a positive rapport with your client	Maximize Call Performance 1	1.5 hrs
Ensure that the customer contact is a positive experience	Maximize Call Performance 2	2.5 hrs
Distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person, and convert difficult situations into a positive experience	Satisfy Customer Needs	3 hrs
Cope with stressful customer situations while maintaining a courteous and professional demeanor	Reduce CSR Stress	2.5 hrs

More Information?
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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

Individual courses (Internet)
• Course, including Self Check Assessment
• Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)

Intranet or CD
• Please contact us at info@primelearning.com

Platforms Supported

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.
A sound card is required to hear audio.
Adobe Acrobat 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.
Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System.

Language Options
American English

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