BPO Soft Skills
Carolann delivers appropriate workshops for call center personnel after determining the performance gaps of the participants and developing a turnkey learning program to effectively address those needs and hone the areas and skills that need improvement. Pre-program exercises, hands-on learning, post-program coaching and agent-initiated exercises are used to keep skills fresh.
Topics cover call handling techniques, empathy, and understanding appropriate ways to call transfer besides other relevant subjects such as adherence to script and positive language usage. Special workshops for team leaders are also conducted.