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Essential Skills for Call Centre Professionals

By: Contact Center Support Professionals Ltd

Lagos State, Nigeria

13 - 15 Jan, 2016  3 days

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NGN 30,000

It is very essential to ensure that call Centre representatives have a good knowledge of the contact Centre principles, concepts, terms and customers expectation prior to their commencement. This training session is build to create a professional awareness of the organizational expectation and an appreciation of the contact industry standards to your agents. We recommend this course as part of the first trainings for your agents.

Key Learning Outcomes

  • Effective Telephonic skills and Etiquette
  • Opening a telephone discussion and an appropriate meet and Greet strategy
  • Professional Phone Manners/etiquettes “dos and don’ts “
  • Techniques for Listening and Acknowledging customers on multi channels (Phone, Emails)
  • Trouble-shooting and effective questioning techniques
  • Emotive Communication, Diction, Voice Grooming and simulations
  • Techniques for self and stress management
  • Agent productivity and performance
  • Performance indicators and Agreements
  • Skills for controlling the Call and managing call handling times
  • Gathering information within the call: Taking notes during a call
  • From Service call to Sales call
  • Team Skills and motivation


CCSP Event center, 7, Ikorodu road by BRT bus stop Maryland lagos Jan 13 - 15 Jan, 2016
NGN 30,000.00(Discount available)
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