Call Centre agents can operate in either inbound or outbound call centres. Inbound call centres primarily
receive calls from clients and consumers. Large stores and businesses often have inbound call centres
dedicated to addressing the needs of their clientele. In these call centres, agents will generally be expected to handle customer queries and complaints.
There is a strong emphasis on providing customer care and problem solving. Agents need to be
sensitive and knowledgeable about business products and services in order to effectively assist
The best call centre technology in the world won’t improve your call centre’s overall performance if your call centre agents don’t have the skills to handle sales and customer service calls. Common problems are poor telephone skills, poor handling of the customer’s needs, inactive listening, and inconsistent adherence to business processes
Most organizations recognize that effective call centre training is the fastest way to boost revenues and reduce the losses associated with poor performance and productivity.
“Etiquette means behaving yourself a little better than is absolutely essential.” Will Cuppy
In life and in business first impressions as well as on-going interactions are critical because people buy from people. Employees’ appearance, attitude and behavior are therefore a direct reflection of your company and brand.
Whether it is appropriate dress or image, sending out professional business communication, wording an email correctly or having awareness about cultural sensitivities, having good business etiquette can give us the edge in almost every situation.
We all need to behave in a professional manner in the workplace. This workshop focuses on knowledge, skills, values and attitudes in relation to the learner’s own context and experience of the world of work.
Who should attend this course?
This learning course is intended for all members of staff, in particular: secretaries, receptionists, team leaders and managers.
Fact: 7 out of 10 customers who switch to a competitor do so because of poor service.
There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. This training program is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.
This workshop will equip Contact Centre individuals with the knowledge, skills and attitude to maximize operating within the Contact Centre domain. Upon successful completion of this qualification, the learner would be able to: