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Creating CEOs for Call Centers
Create skilled phone and email “Customer Experience Owners”
 Program Benefits
Creating CEOs for Call Centers, from Customer Focus, Inc., develops highly skilled, customer-focused Call Center and Help Desk agents that build customer loyalty and increase sales and profitability through superior customer experiences. Creating CEOs for Call Centers is designed for all employees who communicate with external and internal customers—inbound or outbound—via the telephone, online chat, and email. The program creates a customer-focused culture and delivers a consistent competitive advantage by building a commitment to owning the customer’s experience, improving teamwork and cross-functional cooperation, and increasing up-selling and cross-selling to new and existing customers. Creating CEOs for Call Centers is offered in a variety of flexible formats. Key results include:
- Increased customer satisfaction and loyalty
- Increased employee responsibility-taking
- Improved employee problem-solving competence, improved morale, and reduced turnover
- Increased up-selling and cross-selling
- Improved teamwork and interdepartmental cooperation
- Employees who become Certified CEOs
Program Description
Creating CEOs for Call Centers teaches service providers how “owning” the customer experience drives repeat and new business. Participants learn why lasting loyalty is earned by the individual employees that customers trust to act as their advocates, and view as being committed to their needs, feelings, and experiences. During the program, participants acquire and repetitively practice how to:
- Greet, build rapport, uncover needs, listen, clarify, explain, and delight customers
- Handle upset customers and complaints, negotiations, and challenging situations in various environments — outbound and inbound, phone and email
- Avoid misunderstandings, manage expectations, and take responsibility
- Work in teams to build internal cooperation and communication
Creating CEOs for Call Centers adds exciting new material to the generic Creating CEOs that helps participants learn how to:
- Reduce call times while increasing resolution and satisfaction levels
- Boost first-call resolution rates above industry norms
- Maintain professional standards for all call management processes, including greeting, concluding, holds, transfers, and escalations.
- Prevent and save At-Risk Customers (ARCs)
- Prevent customer dissatisfaction and complaints before they occur
- Effectively manage and respond to customer email (optional module)
The program is expertly designed using video-based behavioral modeling and accelerated training methods. Participants engage in fast-paced team activities, simulations, quick skill drills, line and walk-around practice, competitions, role-plays, and respond-in-role interactive video that make learning fast, effective, exciting, and fun. Participants in Creating CEOs for Call Centers immediately apply their new learning to:
- Take responsibility for customers’ needs and experiences
- Use the proper tone of voice for the situation
- Become customer advocates
- Problem-solve and innovate
- Uncover sales opportunities
- Delight even upset customers
- Work as a service team
- Gain acceptance for ideas
- Negotiate effective solutions
- Improve internal service
- Avoid misunderstandings
- Give GEMs™ to Go the Extra Mile
Participants receive a kit filled with a workbook and learning and job aids, including a Participant Tool kit with dozens of telephone techniques, team-building activities, personal assessments and improvements, selling techniques, and tips on handling challenging customers. Participants use the PILOT (Phone Interaction Listening and Observation Tool) during and after the workshop to self-monitor or jointly-monitor their calls with a coach. An optional Manager Tool kit provides tools to hire and coach customer experience owners, measure customer needs and satisfaction, build teams, re-engineer work processes, build internal customer focus, and conduct 20-minute team reinforcement sessions. The kit also contains program measurement tools, which include a Behavior Observation Form, Internal Service Measures, Customer Feedback Forms, and Estimates of Revenue Impacts.
Additional measurement tools include a Mastery Test, Participant Feedback, and a follow-up checklist so managers can ensure their employees remember and use the skills they’ve learned. Also included are materials for an optional GEM (Go the Extra Mile) Employee Recognition program that empowers participants to recognize other employees who go the extra mile. The result is enhanced employee motivation and empowerment, cooperation and teamwork, and internal customer focus.
Implementation/Customization
Creating CEOs for Call Centers can be delivered in one day but is most effective when delivered over 1 and 1/2 or two days (either 1-2 full days, 2-4 half-days, 4-8 two-hour sessions, or 8-16 one-hour sessions). Managers should attend with employees. Optional Create-Your-Own Practice Sessions are included for self-customization. The Trainer Kit includes a detailed Trainer Guide with Self-Study Preparation, 40-minute video, eight four-color Tyvek wall charts, CEO Certification Certificates, Tent Cards, blindfolds, competition game cards, and more. The Manager Kit includes a Participant Kit plus a Manager Tool kit.
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