delivery
Classroom & Virtual
duration
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enrolled students
9,999
overview
Course Overview
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. The Call Center Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical workshop.
Learning Outcomes
By the end of the course, the participants will be able to:
- Describe the importance of customer service and explain how it relates to the overall success of the business.
- Define and demonstrate professional telephone etiquette, including proper greetings, active listening, and clear communication.
- Apply effective communication skills to build rapport with callers, understand their needs, and provide helpful and courteous service.
- Utilize effective questioning and problem-solving techniques to identify and resolve customer issues efficiently.
- Manage call flow effectively, including placing callers on hold, transferring calls when necessary, and documenting conversations accurately.
- Deal with difficult calls and upset customers in a professional and empathetic manner, de-escalating situations and working towards positive resolutions.
- Apply relevant call center technologies and customer relationship management (CRM) systems to enhance efficiency and customer service.
- Uphold company policies and procedures while providing excellent customer service.
Curriculum
Verbal communication techniques
Who are your customers?
Listening skills
Asking the right questions and saying no
Taking messages and using voice mail effectively
Vocal exercises
Cold and warm calls including developing a script
Going above and beyond and high impact moments
Handling objections and closing the sale
Negotiation techniques
Tips for challenging callers
Phone tag and getting the call back
Stress busting
Call center trends
Day 1
Verbal communication techniques
Who are your customers?
Listening skills
Asking the right questions and saying no
Taking messages and using voice mail effectively
Vocal exercises
Cold and warm calls including developing a script
Day 2
Going above and beyond and high impact moments
Handling objections and closing the sale
Negotiation techniques
Tips for challenging callers
Phone tag and getting the call back
Stress busting
Call center trends
who attends
Right For You
Participants enrolling for this programme will be required to have a minimum of 3 years’ professional experience. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.
Requirements:
- Customer service representatives looking to improve their phone skills and provide exceptional service.
- Business owners who want to ensure their call center team is equipped to deliver a positive customer experience.
- Individuals interested in learning the fundamentals of call center operations and best practices.
- Chat support agents who want to improve online communication and problem-solving
- New hires or individuals transitioning into call center roles.
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
Key Program Features
Training
The Call Center Training training approach employs hands-on learning, which imparts the skills required for specific job roles.
Internship & Projects
The Call Center Training course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.
Career Development
The Call Center Training course assists participants in securing a job through the development of a professional profile and job prospecting.
teaching team
Meet Your Facilitator(s)
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What Participants Said
The P&F Experience
Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.
course schedule
The Schedule For This Course
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.”
Classroom
Weekdays
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Weekends
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Virtual
Weekdays
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Weekdays
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fees
What It Will Cost
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.”
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Ready to Join the Course?
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge.”
How to Apply:
- Check the website to select a course of choice and fee.
- Pay the registration fee and tuition to P&F account domiciled at First Bank
- DETAILS Account Name: Piston & Fusion Ltd Account Number: 2015242578 Bank: First Bank of Nigeria
- Send your name, phone no, email, training location, amount paid & proof of payment to fees@pistonandfusion.org
- Complete the enrollment form ONLY AFTER PAYMENT
- CASH PAYMENTS ARE NOT ALLOWED, ALL PAYMENTS MUST BE MADE TO THE COMPANY’S ACCOUNT.
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FAQs
Frequently Asked Questions
The course syllabus is based on the Call Center Training. The syllabus covers the following knowledge areas:
The Importance of Customer Service
Telephone Etiquette
Mastering Communication Skills
Providing Excellence in Phone Service
Dealing with Difficult Customers
Handling Diversity
Call Center Scenarios
CRS Technologies
Setting Call Center Standards
Managing Your Customer Call Center Service Position
The following Call Center training materials and resources will be needed for the course, but it will be provided by Piston & Fusion;
- Student manuals
- Training slides
- Stationary
- Tea & lunch
Start a chat with our online career adviser to determine the course suitability for your career
Enroll for the course and attend the upcoming training for your preferred location
Develop a new CV and update your profile with the new skills you have acquired from the course
Prospect for employment opportunities for Call Center Professionals