Diagnosing and Treating Employee Performance Problems  
Online Call Center Training Course  
Self-paced, self-study, online training course, $300
Volume and series discounts available
Dates, Locations and Registration

Overview

This instructor led call center online training course focuses on the six basic reasons call center employees don't perform and symptoms of each one.

An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved? Probably not! There are many different reasons employees don't perform, and lack of training is a common (and expensive!) misdiagnosis. Buy the end of this training course you will be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation. Anyone that supervises employees can benefit from this session!

Seminar attendees will learn to:

  • Define performance gaps - what you have versus what you want.
  • Identify the six reasons why call center employees don't perform.
  • Practice diagnosing performance problems and identifying proper courses of treatment.
  • Describe why training isn't necessarily the right solution.
  • Identify the steps in setting up and conducting a performance review using this model.

How to Participate

Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 3 or more connections for any Online Call Center Training Courses (mix and match) for only $265 each.
  • Purchase 10 or more connections for any Online Call Center Training Courses (mix and match) for only $250 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
12-part Call Center Supervision Web-Based Training Series $2,995

To register, click on the "Book Now" button or please call (708) 246-0320.

Seminar Schedule
Call Center Performance Problems Self-Study Online

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified March 27, 2014