COURSE CONTENTS:

• Defining the Call Centre environment and ergonomics
• Inbound and outbound
• Listening, questioning and verbal techniques
• Communicate within a diverse environment
• Tele-etiquette
• Dealing with customers

WHO SHOULD ATTEND THIS COURSE?

• Call Centre Agents Call Centre Managers
• CRM Managers
• Human Resource Directors
• Call Centre Team Leaders
• Call Centre Supervisors

Call Centres are the fastest growing industry in the world.

• Dynamic – fast paced
• Stressful/conflict prone
• Inbound queries/outbound feedback
• Service-orientated
• Ergonomic issues
• Statistics

Our Call Centre course addresses all aspects of the Call Centre. It equips the Call Centre Agent with skills equivalent to international standards.

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