Saudi Arabia
Canada
Call Center Services Specialist
Equip participants with the knowledge and skills necessary to enhance the professional skills, abilities, and knowledge of new and existing employees in call centers within the organization based on the best global practices for various private and government sectors, with a primary focus on customer service.
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By the end of this course, participants will be able to:
• Recognize the industry, terminology, and techniques of call centers.
• Understand the fundamental concepts of customer service and experiences.
• Identify the call routing map for service and sales.
• Manage time and pressure in a call center environment.
Module 1 - Call Center Fundamentals
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- History of the call center industry.
- Definitions of call centers.
- Types of call centers.
- Call center services and functions.
- Added value of call centers.
- Call center terminology and techniques.
- Call center metrics.
- Characteristics and qualities of a call center agent.
- Definition of communication.
- How humans interact face-to-face and over the phone?
Module 2 - Customer Service Fundamentals
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- Market transformation.
- Branding model.
- Definition of customer service.
- Why do we care about customer service?
- Who are your customers?
- Supply chain/customer relationship.
- Moments of truth and customer perceptions.
- Reasons for poor service.
- Why do customers abandon companies?
- The negative impact of customer service and its results.
- What callers expect from us?
- Communication barriers.
Module 3 - Inbound Call Handling Skills
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- Inbound call routing map.
- Preparing the mind and behavior: (Positive behavior, winning spirit, delightful and sportsmanship behavior).
- Building a skill set: (Phone greetings and farewells, phone etiquette, listening and speaking skills, complaint handling skills).
- Building a skill set: (Sales opportunity handling skills over the phone, questioning techniques).
- Building a toolkit: (Industries, call types, customer patterns, data retrieval and recording).
Module 4 - Time and Pressure Management in the Call Center Employee Lifecycle
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- Setting smart goals.
- Efficient call handling.
- Planning for the journey to excellence.
- Identifying pressures.
- Types of life and work pressures.
- Pressure warnings and symptoms.
- Work pressure in call centers.
- Tips and a plan for self-regulation in call centers.
- Balancing productivity and quality.
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