A productive, professional Call Centre is the heart of any operation and business. Call Centre employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization.

Call Centre training will allow the employee to enter their work area with confidence that they are equipped to provide exceptional customer service, answer questions, deal with difficult or angry customers and communicate effectively.

This comprehensive training course is designed to equip participants with the essential skills and knowledge required for effective call centre management and exceptional customer service delivery. Participants will gain insights into the key principles, strategies, and best practices essential for optimizing call centre operations and fostering positive customer interactions.

For Whom

This course is designed for Call Centre Managers and Supervisors, Customer Service Team Leaders and Team Managers, Quality Assurance Analysts, Call Centre Agents, Operations Managers, Training and Development Specialists, Customer Experience Managers, IT and Technology Support Teams, and Anyone New to Call Centre Management or Customer Service Roles will benefit from this course.

Learning Objectives

At the end of the program, participants will be able to:

• Define customer service and break it down into its most basic dimensions
• Explain the critical link between 'attitude' and 'technique' to consistently deliver an excellent level of service
• Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
• Analyze basic behavioural patterns of different customer personalities and the best way to deal with them
• Practice effective communication skills with customers
• Explain the importance of superior customer service in any situation and any environment
• Demonstrate exceptional performance during their duties so that customers will remember the encounter positively
• Apply the proper behaviour and communication skills most appropriately regardless of the difficulties
• Apply practical methods to turn upset customers around, win their thanks and gain their respect.