Call Center Training: Active Listening

Our Call Center Training: Active Listening course explains active listening and why being a good listener is essential for your success as a call center representative. To start, we will explain what active listening is and detail how you can apply those principles to your job. We'll also present a range of active listening tips and techniques you can use to develop your skills, including how to show a customer you're listening to them, how to avoid assumptions, the importance of taking notes and how to confirm you're getting to the heart of the issue. Part of our Call Center Training series, this course includes a video presentation, downloadable supplementary material for future reference and a post-assessment test to review your knowledge.

Learning objectives:

• Define active listening and what it means as a call center representative. Implement active listening techniques to connect with customers and resolve issues