CH Consulting Group specializes in designing contact center training programs to improve the customer experience, enhance current agent training and retention, improve overall agent and operational performance, and identify areas of opportunity. We have extensive experience with new hire, skills development, and on-going training. Many of our clients come to us with the following training issues and concerns:

  • Outdated reference material/content
  • Inefficient training processes
  • Rise of customer complaints
  • Decrease in agent retention
  • Resource evaluation
  • On-going learning structure and strategy
  • Absent or broken QA to training feedback loop

We support our clients through the development of custom training materials based on the needs of clients. Examples include:

  • Training agenda and schedules
  • Inbound customer service
  • KPI education and adherence
  • Soft skills (ex. rapport building, active listening, first call resolution)
  • Systems training
  • B2B sales
  • Phone etiquette and call quality expectations
  • Reference material
  • Contact center overview including agent’s role in client’s company

If you are in need of a new agent training program that improves attrition and increases employee satisfaction, please fill out a form today so that we can tell you more about how we can help!

Fill out form below for a free proposal!

  • This field is for validation purposes and should be left unchanged.