Call Centre Training

Call Centre Training

This course develops skills and knowledge required to handle customers over the phone. This requires many skills, including verbal communication skills, proper telephone etiquette, problem resolution and escalation and active listening skills.

What’s in this course?

This course allows you to broaden your knowledge, understanding and skill building in every aspect of handling calls from customers such as the use of probing techniques, voice control, what to say when, rapport building and much more. This course is designed to help call center professionals expertly handle customer calls and ensure that every caller receives the best possible service.

All this information is going to be discussed in four different chapters which are:

• Verbal communication such as tone, cadence, and pitch and vocal techniques.

• Questioning, listening skills and effective negotiation.

• Use tools to facilitate communication.

• Techniques for managing stress.

At the end of this training, you will be asked to complete an online assessment.  The online quizzes will assess your skills and knowledge required to function in a call centre with support from relevant personnel.

You will need to achieve 100% on the quizzes to be deemed as successful, and you will have unlimited attempts to achieve this.  Once you have attained this 100%, you will be awarded an IIBP Certificate of Attainment to add to your portfolio.

COURSE COST: US$25