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Customizable Call Center Training.  No learner fees.

Customer Service Training | Sales Training |
Email + Chat Training | Training for Coaches

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When generic training just won't cut it, our sales and customer service soft skills call center training can be adapted to your unique environment for a fraction of the cost of custom development -- and in a fraction of the time. 

 

Available in SCORM-compliant e-learning, iSpring e-learning, video, classroom, or webinar formats. 

All call center training / e-learning is hosted on your LMS (or ours*) to ensure continuity and avoid individual learner fees.  No ongoing licensing fees.

 

VereQuest's soft skill learning models are based on best practices gleaned from listening to and reading literally millions of customer interactions across a variety of industries (see Outsourced Call Center Quality Assurance).  Recently updated to address today's changing customer environment, these 5-30 minute call center training modules empower frontline staff with the skills needed to support even the most challenging customers.

Customized call center training = relevant learning.

It makes sense that agents will be able to learn and retain information and skills more readily when call center training is relevant to their specific working environment.  That's why we feel strongly that learning be adapted to each organization's unique business identity.  Here's how it works and how we work together:  

 

1.  We begin by identifying the specific skills your agents need to master to deliver on your brand promise.

2.  Then we make sure those skills are aligned with your Quality Assurance process.

3.  Leveraging content from VereQuest's library of customer-centric skills modules, call center training is adapted to your unique environment:

Empathy Title Page
eLearning for Ownership
  • Your logo and branding are added

  • Real-life examples using actual or re-enacted call recordings or email/chat interactions are incorporated

  • Images that align with your customer profile are tweaked

  • Testing using your own real-life scenarios and language is fully customized

 

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4.  After fully testing all the modules, a pilot group of agents goes through the call center training.  Learning is adjusted based on real-life feedback and results.

 

5.  Once finalized, the call center training modules are delivered to you in a SCORM-compliant format for hosting on your LMS (or you can use the VereQuest LMS for a small fee).

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*Get started quickly by hosting your customized eLearning on the VereQuest Learning Management System and then move it to your own LMS when the time is right.  Ask us for pricing.

 “As a learning professional, it is imperative for me to deliver a quality product that not only drives results but is sustainable over time.  The fundamentals taught in the VereQuest Check-Up Program for our contact center became a part of our everyday language and allowed our leadership to coach in a focused way.  Not only did the training vastly improve our customer experience, our call quality and sales results were also greatly improved.  VereQuest delivered a stellar product that has stood the test of time and I would highly recommend them to anyone! "

~ Learning and Development Manager

CUSTOMER SERVICE, SALES + COACHING TRAINING SPECIFICALLY FOR CALL CENTERS

VereQuest's call center training modules are all focused on seeing things from the customer's perspective.  Leveraging best-in-class practices, the learning is quick, to the point, and highly actionable -- which is great for new hires and experienced agents alike.  This approach drives immediate and sustainable results!

NOTE:  The completion time is approximate based on the length of your actual customer interactions and testing requirements.

The Fundamentals of Great Customer Service

VereQuest's call center training is different from other 'off the shelf' learning in that we take the time to adapt it to your environment.  Learners are exposed to real-life scenarios and examples, listen to actual customer interactions with your team and are tested using your real-life situations.  This makes applying what has been learned after the training more natural, logical, and likely.  All modules include full voice-over as well as captions for a more engaging learning experience. 

Delivering a branded customer experience

CS01 - WHY THE CUSTOMER'S 

EXPERIENCE MATTERS

[10 minutes]

Stressed agent

CS02 - MANAGING

PRESSURE

[18 minutes]

Welcoming agent

CS03 - YOU MADE ME FEEL

WELCOME

[10 minutes]

04 - Name Use

CS04 - YOU RECOGNIZED ME AS AN INDIVIDUAL

[12 minutes]

05 - Empathy

CS05 - YOU TREATED ME WITH GENUINE CARE + CONCERN

[24 minutes / 30 minutes]

ownership agent

CS06 - YOU TOOK OWNERSHIP FOR MY ISSUE/SITUATION 

[30 minutes]

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CS07 - YOU SET THE STAGE FOR A GREAT EXPERIENCE

[10 minutes]

Listening agent

CS08 - YOU REALLY LISTENED

TO ME

[15 minutes]

Questioning agent

CS09 - YOU ASKED GREAT QUESTIONS 

[20 minutes]

Tone + Manner agent

CS10 - YOU WERE EASY TO

UNDERSTAND

[20 minutes]

11 - Holds + Dead Air customer

CS11 - YOU WERE RESPECTFUL OF MY TIME

[17 minutes]

12 - Courtesy agent

CS12 - YOU WERE COURTEOUS + PROFESSIONAL

[14 minutes]

Communication Styles customers

CS13 - YOU SPOKE TO ME IN A WAY I COULD RELATE (2 Parts)

[15 minutes / 20 minutes]

14 - Critical Thinking agent

CS14 - CRITICAL THINKING + PROBLEM SOLVING

[IN DEVELOPMENT]

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CS15 - YOU HELPED DIFFUSE A HIGH-EMOTION SITUATION

[35 minutes]

16 - Difficult Conversations

CS16 - YOU HANDLED A DIFFICULT CONVERSATION

[16 minutes]

17 - Gaining Agreement agent

CS17 - YOU ASKED FOR MY AGREEMENT (Service)

[16 minutes]

Heartfelt agent

CS18 - YOU LEFT ME FEELING VALUED

[15 minutes]

19 - Schedule Adherence

CS19 - HOW YOUR TIME MANAGEMENT AFFECTS OTHERS

[12 minutes]

20 - Bias in CS

CS20 - UNCONSCIOUS BIAS IN CUSTOMER SERVICE

[25 minutes]

Sales Effectiveness

Great sales organizations understand the need to start with a strong customer-centric foundation.  With that in mind, these modules are intended to work in concert with Customer Service Fundamentals.  All modules are adapted to address your specific products/services and offer robust testing to ensure learners understand and can apply what they have learned in a real-life scenario.

21 - Features + Benefits

SLS 21 - FEATURES +

BENEFITS

[20 minutes]

Confused customer

SLS22 - VERBAL BUYING SIGNALS + TRIAL CLOSE

[30 minutes]

Customer pushing back

SLS23 - HANDLING

OBJECTIONS

[35 minutes]

Thumbs up

SLS24 - CLOSING THE

SALE

[22 minutes]

Proud agent

SLS 25 - CROSS-SELLING + UP-SELLING

[15 minutes]

Email + Chat Quality

In a multi-channel environment, it is imperative that the same attention to quality be applied to email and live chat as it is to voice.  With this in mind, these modules are intended to provide channel-specific insight to those completing Customer Service Fundamentals.  

Chat agent

CREATING A GREAT EMAIL EXPERIENCE

[6 modules = 120 minutes]

Email agent

CREATING A GREAT LIVE CHAT EXPERIENCE

[4 modules = 90 minutes]

Call Center Coaching Check-Up 

Contact Center Coaching eLearning
Coaching Roleplaying

​Great contact center training will not reap great rewards unless you have solid coaching to follow it up.  VereQuest's Call Center Coaching Check-Up has been specifically designed for new or tenured frontline managers, supervisors, team leads, and coaches. 

  • Managers/Coaches prepare for a real coaching session as they progress through the course.

  • (Optional) Includes roleplaying with Senior VereQuest Coach.

  • The course delivery is flexible to your specific needs.  For example:

  1. Self-paced e-learning (10 modules, each 5-15 minutes in duration) with scheduled video conference discussion groups.

  2. Leader-led video webinar scheduled over three 1/2 day sessions.

  3. In-person leader-led classroom session scheduled over 2 days.

  • All Coaching courses include a follow-up workshop 4 weeks following training.​

  • (Optional) Prior to the learner's coaching session, include a 30-minute one-on-one coaching session with a senior, certified Coach for support, roleplay, or discussion.

  • Supports the practical application of coaching in a busy, dynamic contact center environment.

  • (Optional) Roleplay coaching sessions with actors to ensure coaching competence and support a safe practice environment.

Align your training with your Quality
Scorecard / Rubric 

QA Scorecard

It goes without saying that how you evaluate agent performance must align with your training (and vice versa).  VereQuest QA specialists can help you align, embellish, and document your expectations in line with your new e-learning program.

Practical.
  • Choose the customer service or sales soft skills modules you need from our library.

  • Adapt each one to your unique environment, which always includes actual (or re-enacted) customer calls.

  • Host your customized e-learning on your own LMS for continuity, or choose a classroom/webinar format (or both).  Or host on VereQuest's LMS for a small fee.

  • Pay a single, one-time fee for your customized SCORM-compliant modules.

  • Greatly reduce development time and cost.

  • Unlimited learners, perpetual license.

  • Fast to deploy.  Cost effective development.

Check it out.

Get in touch to gain access to our Call Center training modules for review.

Leverage VereQuest Solutions to take your contact center to the next level 

OS QA

Leverage expert and unbiased VQ Coaches to enhance quality assurance efforts and improve performance.  Free up internal QA analysts for coaching.  Stay on top of BPO performance.  Improve speech analytics accuracy with human calibration.  

QA Tool

 Ditch your spreadsheets and hard-to-use tools.  Improve the efficiency and effectiveness of your contact center quality monitoring efforts.  Work across channels and sites.  Flat rate pricing for an unlimited number of users and agents.

Design

 Customer journey mapping is a visual representation of the entire customer experience, from initial interaction to post-purchase. Understand customer needs, pain points, and preferences at each stage and across all channels.  Remove effort, prioritize opportunities, and drive business growth.

Consulting

Tap into decades of experience managing a multi-channel environment to improve your support for coaches/managers, streamline customer service processes, and improve agent performance.  Leverage our expertise to help increase customer satisfaction and loyalty, boost sales, reduce costs, and gain a competitive edge in the marketplace.

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