Call Centre Essentials
Do you work in a call or contact centre? If you do, you know how challenging your role can be. You deal with a wide range of people and issues. This course gives you the opportunity to improve the six key skills you need to be a successful call centre agent. The course has an online diagnostic tool to enable you to develop a learning plan so you can focus on the areas of the course that will be of greatest benefit to you. The course consists of six wide-ranging modules around each of the key skills a successful agent requires and includes realistic case studies. These key skills are customer service, communication skills, problem solving, teamworking, managing yourself and sales skills. The modules are highly interactive with plenty of opportunity to communicate with Tutors and fellow learners. You will be able to save any data you input and you can print out documents and exercises to work on your PC.
Outline and learning objectives
Call and contact centre agents are likely to deal with a wide variety of people and issues. This course will help them to acquire the skills that they need to communicate effectively with people, both customers and colleagues. It will also help them to improve their problem solving skills, work effectively within a team and cope with the increasing pressures of working life, by managing their time more effectively.
course modules
Customer Service
Communication Skills
Problem Solving
Teamworking
Managing Yourself
Sales Skills.