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.

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.

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.