Cnect Wales delivers pre-employment training with guaranteed interviews with our members.
The basic training concept remains the same i.e. 4 days of training for candidates and on the final day we then organise a minimum of 1 but usually 2 interviews with local employers that have active job vacancies to be filled.
A week long course to get people ready for work in the contact centre industry and providing a talent pool for future recruitment
The training enables delegates to establish what constitutes excellent customer service and appreciate how people feel when they receive poor customer service, during the training it is established what must be done in order to provide an excellent service whilst setting the standards to be achieved.
Delegates get a clear understanding of customer types, both internal and external which they encounter when working in a contact centre and identifying customers they will be servicing, and what their likely needs are.
This training programme is very interactive and covers a detailed contact centre industry overview and topic range from good customer service right through to interview preparation.
Please see a short synopsis of the course content detailed below:-
Course modules
- The Industry
- The Contact Centre industry in Wales
- Customers
- Potential career opportunities
- Excellent service delivery
- The role of an Agent
- Effective communication
- Questioning
- Cross selling
- Listening skills
- Building Rapport
- Managing Conflict
- Interview prep
- Assessment day