Course aims
Call centre training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organisation. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
Learning outcomes
The learning outcomes of this online Call Centre training course are to:
- Define and understand call centre strategies
- Identify different types of buying motivations
- Create SMART goals
- Familiarise with strategies that sharpen effective communication
- Use proper phone etiquette
- Set benchmarks.
Why is this online Call Centre training course essential?
A call centre or call centre is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about the company are routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of the company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).
Our Call Centre training course covers all the essential skills required by customer service personnel.
What is covered in this course?
This online Call Centre training course includes the following:g:
- Module One: Getting Started
- Module Two: The Basics (I)
- Module Three: The Basics (II)
- Module Four: Phone Etiquette
- Module Five: Tools
- Module Six: Speaking Like a Star
- Module Seven: Types of Questions
- Module Eight: Benchmarking
- Module Nine: Goal Setting
- Module Ten: Key Steps
- Module Eleven: Closing
- Module Twelve: Wrapping Up.
Call Centre Training -Trainer Training Materials & Resources.
