Origin Communicator – Agents: Train the Trainer Module

Aim

This one day course provides the framework and practical tools to equip your “in house” trainer to train your Contact Central communicator agents. The aim of this course is to give the trainer an understanding of the software, its capabilities and a solid foundation in both the use of the product and a format to teach others.

Train-the-trainer can be used:

• Before the initial go-live stage of a Contact Central implementation:
  a Train the Trainer approach is often a flexible and cost-effective way to cover an organisation’s training requirement, with internal staff who are already familiar with the company culture, population and learning style
• After the roll-out:
  for organizations with a significant staff turnover that makes it necessary to conduct Agent training sessions on a regular basis, or in the case where the Contact Central solution finds itself deployed to additional departments following an initial roll-out stage.

Structure

This course will be delivered in a workshop environment. During the day, attendees will receive direct experience from a senior trainer on the best ways to deliver the Contact Central Agent training. On the second half of the day, role-playing techniques will be used, during which attendees will present a part of the course to the rest of the audience and receive feedback on their performance, with suggestions for improvements given by the senior trainer, as well as other attendees.

Contact Central will supply appropriate exercises that the trainer can use to support learning. A comprehensive manual will also be provided which complements the training given. We also provide an option for “train the trainer” accreditation and supporting certification if required. Optionally we can provide the training material in soft copy.

Objectives

On completion of this course the Trainer will be equipped to train agents on the following:

• Log in
• Go Ready
• Accept an incoming voice call
• Make outgoing calls
• Call another agent
• Transfer a call to another Agent
• Place a call on hold
• Resume a call from hold
• Display the keypad to enable you to respond to an interactive voice response
• Making outbound SMS messages
• Accept and view an incoming messaging
• Send a fax
• Receiving and opening a fax transaction
• Accept and listen to an incoming voice mail
• Accept an incoming web chat
• Communicate with a customer using web chat
• Sending and receiving e-mails
• Screen pops of known contacts
• Recent Activities, All Activities
• Opening Attachments
• Opening and listening to voice recordings
• My Activities
• All Activities
• My Team’s Activities
• Wrapping and Close
• Reassigning and Updating
• Transfer e-mails
• Reply to email Using Templates & Spell check
• My To Do Activities
• My Contacts
• My Team’s Contacts
• Create, Edit & Find a Contact

For further information or to speak to a member of our team please click here