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Call Center Professionals
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Welcome to Call Center Professionals!
Class Materials List | CCP
Welcome to Call Center Professionals – Slides
Call Center Learner Workbook
How to Use Zoom
Homework List | CCP
True Colors
Your Call Center Career Path
Slides: Developing Your Career Path
Video: What does it mean to be a call center professional?
Video: AT&T Call Center Careers
Video: AT&T Call Center Recruiting
Additional Information on Call Center Careers
Creating Your Vision
Goal Setting for Call Center Professionals
Setting Goals
Your Six-Week Calendar
Introduction to Call Flow
Introduction to Call Flow Presentation
Introduction to Call Flow PowerPoint
FSC Communications
Database Navigation
Database Overview
Database Navigation – Adding Products and Services
Database Navigation – Creating a New Account
Database Navigation – Adding Contacts
Situational Judgment 1 | CCP
Vocabulary | CCP
Customer Service Fundamentals
Customer Service Fundamentals Slides
Customer Service Extras
Begin the Call, Build Rapport and Get Down to Business
Begin the Call Slides
Building Rapport on the Phone Training Video
Begin the Call Mini Role Plays
Situational Judgment 2 | CCP
Effective Phone Communication | CCP
Telephone Etiquette Intro Video
Effective Communication Slides
Active Listening Animated Presentation
Active Listening Extras
Phone Communication Extras
Professionalism in the Call Center
Professionalism Video | Call Center
Interviewing 1: Introduction | CCP
Preparing for a Job Interview
Call Center Interview Tips
Situational Judgment 3 | CCP
Week 1 Review | CCP
Ergonomics and Setting Up Your Workstation
Ergonomics and Workstation Slides
Ergonomics and Workstation Extras
Digging Deeper
Digging Deeper Slides
Open and Closed Questions
Travel Agent Role Play Activity
Situational Judgment 4 | CCP
CAPSTONE: Introduction | CCP
Additional Resources for Research | Call Center Capstone
Time Management for Career Success | CCP
Call Center Adherence
Situational Judgment 5 | CCP
Responding and Recommending
Respond & Recommend Slides
Resumes 1: Identifying Skills | CCP
Skill ID Exercise
Call Center Resume Extras
Situational Judgment 6 | CCP
Close the Call
Closing the Call PowerPoint Slides
Closing the Call Extras
Call Wrap
Call Wrap Practice
HOMEWORK: Interview Answers 1 | CCP
Transition to Sales
Transition to Sales Slides
Transition to Sales Extras
Situational Judgment 7 | CCP
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Job Board
Call Center Forum (Kristen's Class)
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Home
About
Using Zoom
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Login
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Training Calendars
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Home
About
Using Zoom
Essential Skills Training
Professionals Training
Call Center Professionals
Construction Professionals
Logistics Professionals
Office Professionals
Login
Contact Us
Training Calendars
Forward Service Corporation Training Calendar
Additional Training Opportunities
