Today's Credit Union Call Center:

• Describe the modern call centers evolution
• Identify the characteristics of a successful call center representative
• Describe the typical credit union call center environment
• Identify common member service expectations
• Describe the importance of sales activities in a credit union call center

Developing Effective Communication Skills:

• List the six stages for effective communication in a call center interaction
• Describe the challenges of communicating by phone
• Define active listening
• Describe the elements of a good telephone voice
• List ways to project a positive attitude
• Define the elements of proper telephone etiquette

Performing Common Tasks:

• Follow established procedures that support member service and regulatory compliance
• Explain the importance of organization and time management for handling common tasks efficiently
• List best practices for performing routine tasks
• Manage the stress of performing repetitive tasks and of coping with other pressures

Common Industry Tools and Technology:

• List the advantages of call center technologies to members and employees
• Describe the technology tools that connect call center staff to members
• Identify the ways technology safeguards member accounts and the credit union
• Describe how you can use technology to improve your member service skills
• Explain the importance of balancing technology with personal service

Handling Special Situations:

• List the types of emergencies that might affect call center service
• Explain the need for sensitivity and confidentiality when serving members whose personal problems affect their need for financial services
• Describe the process of assisting members with special needs
• List the steps in providing professional service to angry or distressed members
• Explain how to base the service you provide on members needs and expectations

• Describe how managers and supervisors can support a motivating and productive call center environment
• List coaching tools and strategies to provide effective on-the-job training
• Identify the quantitative and qualitative measurements of call center employee performance
• List effective discipline strategies
• Describe coaching practices designed to improve call center performance
• List ways to prevent burnout among call center employees