Training To Bridge The Skills Gap

The rapid growth of the contact center industry has created a shortage of experienced workers. Manpower has developed contact-center-specific training to address this problem. We use assessments to identify areas where applicants can benefit from training; and then make that training available to them—at no cost.

Contact Center Basic End-User Training teaches candidates the basic skills needed to work productively in a contact center. It also includes units on specific contact center focuses, and shows how to build customer relationships. This training helps us provide skilled, confident representatives, which reduces turnover rates and increases customer satisfaction. Available modules include:

• Using Sales Techniques
• Customer Service Centers
• Outbound Telemarketing Centers
• Inbound Sales Centers
• Help Desk Centers
• Collections Centers

Ongoing Skills Training allows current contact center employees to improve their skills and strengthen their experience. Coursework includes:

• Contact Center Industry Training
• Customer Service Skills
• Personal Skill Development

Contact Center Management Training develops skills that can help representatives transition into management roles. This career pathing increases employee retention. Modules cover:

• Management skills for inbound call centers and customer-focused departments
• Coaching in a service-oriented culture
• Customer service strategy

Our Training and Development Center delivers e-learning for additional valuable skills, such as software application skills for databasing, scheduling and more; email and web usage skills; time management and teamwork, and more. Delivered online, our employees can sharpen and expand their skills at their convenience.

Available to both our employees and yours, Manpower's training capabilities reduce your upskilling costs and help us to build a broader pool of qualified contact center workers to meet your needs.