Endicott partners with you in creating the call center training curriculum and learning environment that ensures our success in supporting your brand. Our training programs encompass a learning environment that includes customer support simulation modules, call scripting, presentations, and training manuals needed for implementation, reinforcement and training of current and future agents.

Agents selected to support your company will be trained not only on your brand, but will also be educated on your culture and your vision. At Endicott, we are proud of our call center training and retention reputation, and for developing agents into experts who reflect our clients’ personality, customer support expectations, culture, and brands.

All of Endicott’s training is instructor led using the actual systems and software the agents will use when supporting your customers. Agents always have a Subject Matter Expert (SME) available to them. Since all of our training centers are networked together, everyone can share comments, best practices, and learning experiences. Our networked centers allow agents in training to openly discuss areas where they need additional exposure.

We welcome our clients to visit our training facilities and participate in the agent training sessions. Our training centers feature workstations with a wide array of desktop software tools that are designed to speed the communication process. We are also equipped with integrated contact center applications, high definition monitors, white boards, teleconferencing capabilities, and large screen videoconferencing.

Your training curriculum and materials are stored in Endicott’s knowledge base where secure access is available at any time. Agents have access to updated materials when they need them, including manuals, product updates, FAQs, phone etiquette guidelines, and scripting.

Our agents are taught a variety of communication techniques, such as:

  • Active listening
  • Rapport building
  • Telephone etiquette
  • Overcoming communication barriers
  • Voice inflections
  • Overcoming objections
  • Business writing and grammar
  • Empathy

Our training also delivers sales techniques that ensure agents can effectively identify up-sell and cross-sell opportunities. Agents learn to match customer needs with product features and benefits, present purchasing options that benefit the customer, and close the sale.

Endicott has decades of experience in training agents to successfully support our clients. Give us a call to discuss how we can support your success.