Course Highlights
Ready to embark on a rewarding career in the call center world? This Call Centre Technology & Trends course arms you with the essentials, from telephone etiquette and call center trends to techniques for managing challenging customers. Discover how to excel in a fast-paced environment and leave a lasting impact on customers.
In the bustling realm of call centers, it’s not just about answering phones—it’s about fostering genuine connections. The Call Centre Technology & Trends course illuminates the multifaceted world of these communication hubs. Beginning with understanding the fundamental traits that define a successful call center agent, this course promises to mold you into the epitome of professionalism and efficiency.
Navigating through the essentials, learners will harness the power of effective communication, perfecting their telephone manners and mastering scripts designed for impactful interactions. But it doesn’t stop there. Equipping you with robust negotiation techniques, this course ensures that even the most challenging customers become a breeze to manage, turning potential conflicts into rewarding exchanges.
Yet, what truly sets this course apart is its foresight. Its concluding sections introduce learners to the pivotal metrics that gauge call center success, along with an insightful peek into the future—understanding the ever-evolving technology trends. So, if you aspire to be ahead of the curve in the call center landscape, this course is your stepping stone to brilliance.
Learning outcome
- Understand the key roles, responsibilities, and challenges in the call center industry
- Identify and develop the essential traits of a successful call center agent
- Build and maintain strong agent-customer relationships
- Master the art of telephone etiquette
- Develop effective communication skills for a call center environment
- Use scripts and negotiation techniques effectively
Course media
Why should I take this course?
- Acquire comprehensive insights into call centre operations.
- Improve your communication and negotiation strategies.
- Learn to manage challenging customers effectively.
- Gain knowledge on pivotal metrics to measure call centre success.
- Stay updated with the cutting-edge technology trends in the industry.
Career Path
- Call Center Agent
- Customer Service Representative
- Sales Representative
- Team Lead
- Quality Assurance Analyst
- Call Center Manager
Requirements
- Basic computer skills
- Good communication skills
- Ability to learn quickly
Course Curriculum
Course Curriculum
| Section 01: Introduction | |||
| Module 1: Introduction to Call Centre | 00:14:00 | ||
| Section 02: Traits of a Call Centre Agent | |||
| Module 2: Traits of a Call Centre Agent | 00:13:00 | ||
| Section 03: Agent and Customer Relationship | |||
| Module 3: Agent and Customer Relationship | 00:15:00 | ||
| Section 04: Telephone Etiquettes | |||
| Module 4: Telephone Etiquettes | 00:10:00 | ||
| Section 05: Communication Skills | |||
| Module 5: Communication Skills | 00:13:00 | ||
| Section 06: Scripts and Negotiation Techniques | |||
| Module 6: Scripts and Negotiation Techniques | 00:13:00 | ||
| Section 07: Managing Difficult Customers | |||
| Module 7: Managing Difficult Customers | 00:09:00 | ||
| Section 08: Call Centre Metrics and Benchmarking | |||
| Module 8: Call Centre Metrics and Benchmarking | 00:16:00 | ||
| Section 09: Call Centre Technology and Trends | |||
| Module 9: Call Centre Technology and Trends | 00:14:00 | ||
Don't just take our word for it
1 Year Access 
7 Students -
1 hour, 57 minutes