Call Centre Pre-Employment
Thousands of people work in the call centre industry in the UK - and having the skills and knowledge to do the job well can make the difference. This course has been especially designed for anyone who wants to develop the skills they need to work as a call centre agent, whether they've just started working in a call centre or they're thinking of applying for work. You're given a general introduction to call centres, working practices and terminology before you move on to developing the skills you need for the role of a Call Centre Agent - customer service, call handling, communication skills, managing time and working under pressure, timekeeping, sales, speed and accuracy. The course contains three fictional case study call centres - a sales centre, a customer service centre and a busy sales ordering centre, which really gives you the feel of call centre work and lets you have a go at handling calls yourself. The great thing is that you not only develop the expertise you need, you can also put it into practice right from the start.
Outline and learning objectives
This course aims to provide a general introduction to Call Centres, working practices and terminology.
It also aims to explain and develop the skills needed for a role as a Call Centre Agent;
customer service
call handling
communication skills
managing time/working under pressure
timekeeping
sales
speed and accuracy
course modules
What is a call centre?
Customers and call centres
What's in a call?
Call centre knowledge
What's it like to work in a call centre?
What are my chances?