The Call Center Foundations program is designed for advisors working in contact centers with inbound and outbound client engagement models. This fundamental course will provide advisors with an opportunity to collaborate with peers and leaders to learn the basic knowledge, skills, and practice management activities required to serve their clients and grow their business. Advisors will engage in this experience through eLearning, user-created videos, discussions, case studies, and skill assignments with their manager, peers, and experts.

Areas of Study Include:

• Segmentation & Service
• Pre-Call Planning
• Branding Message & Value Proposition
• The Initial Contact
• Transitioning Inbound Service Calls to Sales Opportunities
• Handling Client Concerns
• Active Listening
• Effective Discovery Skills
• Presentation Skills
• Closing Skills
• Annual Relationship Review