Call Center Training and Operations Online Training is a structured and practical program designed to enhance skills, knowledge, and efficiency for professionals in customer support and call center environments. Covering key operational, communicative, and technical aspects, this course ensures learners gain the expertise to perform and manage high-quality customer interactions.
Module 01: Introduction to Call Centre offers foundational knowledge on the structure, purpose, and functions of modern call centers. In Module 02: Traits of a Call Centre Agent, participants explore essential attributes such as patience, empathy, and problem-solving abilities that define successful agents.
Module 03: Agent and Customer Relationship focuses on developing trust, professionalism, and rapport in client-agent interactions. Module 04: Telephone Etiquettes outlines proper tone, phrasing, and timing to maintain professionalism on calls.
Module 05: Communication Skills enhances verbal clarity, active listening, and persuasive messaging to foster effective dialogues. In Module 06: Scripts and Negotiation Techniques, learners master the creation and use of flexible scripts for resolving customer concerns and improving outcomes.
Module 07: Managing Difficult Customers provides strategies for de-escalation, empathy, and conflict resolution. Module 08: Call Centre Metrics and Benchmarking examines KPIs like AHT, FCR, and CSAT, while Module 09: Call Centre Technology and Trends introduces modern software, AI tools, and workflow automation essential to staying competitive.
