Call Center Operation

144 4.4 Recommended topics for CSR workshops

should have ongoing training, which may focus on new technologies, sales

or help desk skills, collections, or other topics that can improve the knowl-

edge and skill level of CSRs.

Examples of recommended CSR workshop topics for half-day, one-day,

and two-day training sessions are provided next. The CSR workshops

described are examples of training syllabuses that provide participants with

the foundation knowledge and skills required for individual and team suc-

cess. Along with an emphasis on handling a variety of customer communica-

tions, are included the “why” of customer relations, customer requirements, ...