CALL CENTRE TRAINING (CAL1)
Become an Expert in Call Centre & Customer Care 

WHO SHOULD ATTEND?

Call Centre Training
  • Call Centre Agents
  • Call Centre Managers
  • Telesales Marketers

In this course we will focus on the development of an understanding of how we communicate as human beings, how to serve your customers on the highest level, developing a telephone strategy and setting your service level.

This course is a crucial component to anyone who wants to excel in the call centre industry and should equip you with all of the necessary skills to perform to your potential.

A must for all call centre & customer care specialists.
  • Duration 8:30 - 16:30
  • Receive a Certificate of attendance
  • Training by a dynamic and experienced facilitator
  • Training manual with notepad & pen

DOWNLOAD REGISTRATION FORM HERE

registration_form.pdf
File Size: 119 kb
File Type: pdf
Download File

COURSE OUTLINE

Module 1: Call Centre Industry
  • What is a call centre?
  • Inbound & Outbound service
  • Different types of call centres
  • Cold & Warm calls

Module 2: How we communicate
  • Communication definition
  • Body Language
  • Verbal Symphony – Using your voice
  • Voice & Tone
  • Develop positive body language
  • Building trust

Module 3: Customer Excellence
  • Internal & External Customers
  • Customers vs. Clients
  • Exceeding customer expectations

Module 4: Telephone strategy
  • The ABC of telephone techniques
  • Listening skills
  • Asking the right questions
  • Call Centre Script
  • What to say and what not to say
  • Call Centre Metric Performance Indicators
  • Finding the drive within
  • Putting callers on hold
  • Transferring calls
  • Message taking excellence

Module 5: Handling challenging customers
  • Objecting customers
  • Handling chatty callers
  • Difficult customers
  • Vulgarity, Swearing & Personal threats
  • The professional approach

Module 6: Setting your service level
  • What are you willing to stand for?
  • Staying committed
  • Plan to succeed

1 Day course @ R1 750 
All inclusive 
(20% Discount: 2+ Delegates)

Register here

    Register Here Now

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