Call center agent is a person that represents the company through handling incoming and outgoing calls. Depending on the business they are in, it is possible for them to handle account inquiries, customer complaints or support issues. As call center agents are considered as representatives of a company, they must be trained to make sure they are representing the company well. Learn the necessary skills through this advanced call center course we are providing and become a professional call center agent.
The Advanced Call Center Training course is a useful qualification to possess, and would be beneficial for the following careers:
Call Centre and Customer Service Basics | |||
Module One – Getting Started | 00:15:00 | ||
Module Two – The Basics (I) | 00:30:00 | ||
Module Three – The Basics (II) | 00:30:00 | ||
Module Four – Phone Etiquette | 01:00:00 | ||
Module Five – Tools | 01:00:00 | ||
Module Six – Speaking Like a Star | 00:30:00 | ||
Module Seven – Types of Questions | 01:00:00 | ||
Module Eight – Bench marking | 00:30:00 | ||
Module Nine – Goal Setting | 00:30:00 | ||
Module Ten – Key Steps | 01:00:00 | ||
Module Eleven – Closing | 01:00:00 | ||
Module Twelve – Wrapping Up | 00:30:00 | ||
Call Centre & Customer Service Training Course- Activities | 00:00:00 | ||
Telephone Etiquette | |||
Module One – Getting Started | 00:30:00 | ||
Module Two – Aspects of Phone Etiquette | 01:00:00 | ||
Module Three – Using Proper Phone Language | 01:00:00 | ||
Module Four – Eliminate Phone Distractions | 01:00:00 | ||
Module Five – Inbound Calls | 01:00:00 | ||
Module Six – Outbound Calls | 01:00:00 | ||
Module Seven – Handling Rude or Angry Callers | 01:00:00 | ||
Module Eight – Handling Interoffice Calls | 01:00:00 | ||
Module Nine – Handling Voicemail Messages | 01:00:00 | ||
Module Ten – Methods of Training Employees | 01:00:00 | ||
Module Eleven – Correcting Poor Telephone Etiquette | 01:00:00 | ||
Module Twelve – Wrapping Up | 00:30:00 | ||
Mock Exam | |||
Mock Exam- Advanced Call Centre Skills Training | 00:30:00 | ||
Final Exam | |||
Final Exam- Advanced Call Centre Skills Training | 00:30:00 |
Membership renews after 12 months. You can cancel anytime from your account.