Enhance Performance. Improve Metrics. Retain Staff.
Your call center should run at peak efficiency with high-performing staff. Learn effective practices from someone who has excelled at each level of call center operations -- from the phones to executive leadership.
Stop the cycle of high turnover. There is a solution for hiring, training and retaining top talent in your call center.
Our ala carte training sessions are helping call centers see incredible growth in retention rates, increased productivity, improved employee and customer relationships, and and overall improvement in call center culture.
Hiring and Retaining Talent
Hiring talented call center agents is not an impossible dream. Retaining them isn't either. Increasing retention equals reducing call center costs.
The Onboarding Experience
Setting call center agents up for success with a 90 day onboarding experience increases employee engagement and reduces low moral.
Training Effectiveness
Its critical to equip call center agents with robust subject matter training and tools. Build confidence, improve morale, and promote teamwork.
Improve Productivity
Agent productivity drives call center productivity. Productive, engaged employees create happier and more loyal customers.
A Coaching Culture
Regular feedback helps call center agents perform better, improve skills, and be more productive. Coaching is a non-negotiable.
Professional Development
Call center agents who recognize opportunities for professional development are more likely to engage, retain, and promote.
Communcation
Understanding how you and others communicate brings a next level of understanding to the call center team.
Leader vs Manager
Both are needed. Identifying when to lead and when to manage drives trust, respect and the culture of your center.
People First
Call center agents who recognize opportunities for professional development are more likely to engage, retain, and move up.
Why is Call Center Excellence training a fit for you?
I'm Coach Bonita, Chief Engagement Officer of Call Center Excellence. I spent 15 years in the call center atmosphere in the Insurance and the Banking Industries. I started on the phones in an entry level role and worked my way up to Business Management within the centers. My roles also included working with recruiters, interviewing and hiring. Having the opportunity to serve in so many roles that touched the front line agent gave me a unique perspective on what impacts productivity and retention.
At Call Center Excellence we recognize lack of employee engagement, low productivity and poor retention rates are not an "I" problem, they are a collective "we" problem. Every department within the call center, from HR and training to the front line leadership team impacts the employee experience. Addressing hiring, training, and retaining top talent at each step of the process increases the odds of overall improved results.
With our comprehensive training program, regular check-ins, and email access to your coach, never get stuck guessing what to do next.
What you can expect when working with Call Center Excellence:
Have a question about your next strategy? Whether you have a small question about coaching toward performance or an impactful idea about onboarding for success, your team has unlimited email access to your coach. Send us an email any time of day, and we’ll respond within 24 hours.
You are teamed up with a dedicated business coach at Call Center Excellence. Schedule twice monthly check-ins for your team to talk about your business goals and execute on your training. Think of it as personal training for your business muscles.
Call Center Excellence has qualified expert business coaches and trainers waiting to help you. You’ll always be connected to a pro who has been where you are.
Get access to resources that will help you grow your business. From training plans and KPI worksheets to guides for communicating effectively, tap into the resources that’ll help you with your goals.
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