Contact Centre refresher training

Introduction

To reinforce current registration knowledge for Contact Centre Agents.

Course attendance: all staff taking registration calls within the Contact Centre

Objectives

• Thorough understanding of the scripts
• Reinforce technical knowledge of registration
• Confirm information required for appointment making
• Discuss and resolve any problems
• Rectify any inconsistencies between the Contact Centre and local offices
• Confirm areas of Kent and offices available to make appointments

Course content

• Background information on registration
• Birth and death registration
• Calls referred to local offices
• Certificates and family research
• Ceremony enquiries
• Using and understanding scripts
• Ceremony and registration appointment system (CaRA) and making appointments
• Competency test

Duration: 1 day

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