Call Centre Skills
Short course
In Belfast City
Description
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Type
Short course
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Level
Beginner
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Location
Belfast city (Northern Ireland)
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Duration
1 Day
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Start date
Different dates available
The most valuable asset in all Call Centre business is its people. Developing them to their full potential is critical to success. The aim of this course is to equip call centre agents with the skills, information and knowledge to combat the typical challenges experienced in a call centre environment. The programme equips learners with the necessary knowledge and skill to provide quality service, handle calls professionally and efficiently and communicate effectively. This course also aims to provide delegates with a fundamental understanding of the importance of team work in meeting performance requirements.
Facilities
Location
Start date
Start date
About this course
This course is ideal for all Call Centre staff, whether they be new or experienced.
Reviews
Subjects
- Call Centre
- Customer Service
- Sales
- Team Training
- Communication
- Customers
- Sales skills
- Telephone techniques
- Call Centre Skills
- Sales opportunities
- Enhance performance
Course programme
By the end of this course participants will be able to:
- Understand the Call Centre role and responsibilities
- Know how the call centre environment operates
- Have good customer service principles
- Identify and understand the customers behaviour
- Know the keys to great communication
- Understand good telephone techniques
- Know how to deal with stress, awkward customers and difficult complaints
- Develop sales opportunities as and when required
- Work as part of a team to enhance performance
Call Centre Skills