Essential Skills in Call Centre Excellence
It is very essential to ensure that call centre representatives have a good knowledge of the contact centre principles, concepts, terms and customers expectation prior to their commencement. This training session is build to create a professional awareness of the organisational expectation and an appreciation of the contact industry standards to your agents. We recommend this course as part of the first trainings for your agents.

Key Learning Outcomes

• Effective Telephonic skills & Etiquette
-Opening a telephone discussion and an appropriate meet and Greet strategy
-Professional Phone Manners/etiquettes “dos and don’ts “
-Techniques for Listening and Acknowledging customers on multi channels (Phone, Emails)

• Trouble-shooting and effective questioning techniques
• Emotive Communication, Diction, Voice Grooming and simulations
• Techniques for self and stress management
• Agent productivity and performance
o Performance indicators and Agreements
o Skills for controlling the Call and managing call handling times
o Gathering information within the call: Taking notes during a call
o From Service call to Sales call
• Team Skills and motivation

for more info: call Bukola Jimba|08032973843