In the dynamic realm of customer service, where every interaction is a chance to shine, our Call Centre Training course emerges as the beacon illuminating your path to excellence. Unleash the power of professional prowess with a comprehensive exploration into the heart of customer-centric communication. Elevate your skills through modules meticulously crafted to sculpt adept Call Centre Agents. Dive into the strategic intricacies of telephone etiquettes and negotiation techniques, mastering the dance of dialogue with flair. Discover the art of managing even the most challenging customers with finesse, armed with the insights of proven metrics and benchmarking. Stay ahead of the curve by unraveling the latest trends in Call Centre technology, ensuring you ride the waves of innovation. This course is your passport to becoming the linchpin between businesses and their clientele, creating seamless relationships that stand the test of time.
Learning Outcomes:
- Acquire a profound understanding of the fundamental principles underpinning Call Centre operations.
- Hone the essential traits that define an exemplary Call Centre Agent.
- Cultivate a dynamic agent-customer relationship, seamlessly navigating through various communication scenarios.
- Master the nuances of telephone etiquettes and communication skills, becoming a maestro of verbal interaction.
- Develop expertise in crafting and delivering scripts, coupled with negotiation techniques that leave a lasting impact.
- Gain the strategic acumen to manage even the most challenging customer interactions, leveraging metrics and benchmarking effectively.
Who is This Course For:
This course is tailor-made for individuals seeking to excel in customer service roles, including:
- Customer Service Representatives
- Call Centre Operators
- Telecommunications Professionals
- Sales Support Teams
- Frontline Support Staff
- Relationship Managers
Certification:
Certificates can be obtained at an additional cost of £9.99 for PDF, £16.99 for Printed Hardcopy format and £24.99 for Both for Both PDF and Hardcopy Certificates.
Requirements
There are no academic entry requirements for this course, and it is open to students of all academic backgrounds.
Course Curriculum
| Module 01: Introduction to Call Centre | |||
| Introduction to Call Centre | 00:14:00 | ||
| Module 02: Traits of a Call Centre Agent | |||
| Traits of a Call Centre Agent | 00:13:00 | ||
| Module 03: Agent and Customer Relationship | |||
| Agent and Customer Relationship | 00:15:00 | ||
| Module 04: Telephone Etiquettes | |||
| Telephone Etiquettes | 00:10:00 | ||
| Module 05: Communication Skills | |||
| Communication Skills | 00:13:00 | ||
| Module 06: Scripts and Negotiation Techniques | |||
| Scripts and Negotiation Techniques | 00:13:00 | ||
| Module 07: Managing Difficult Customers | |||
| Managing Difficult Customers | 00:09:00 | ||
| Module 08: Call Centre Metrics and Benchmarking | |||
| Call Centre Metrics and Benchmarking | 00:16:00 | ||
| Module 09: Call Centre Technology and Trends | |||
| Call Centre Technology and Trends | 00:14:00 | ||
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