Call Center Management: Servicing At Call Centers

Callers have certain expectation. When caller's expectations are not met, frustrations ensues, which then escalates to outright anger depending on how well the servicing staff handles the call. It is also common occurrence at call centers acting unprofessional to put the callers on the defense.

Companies and organizations use call centers to receive and transmit large volume of calls. The call centers are primarily used to answer queries, provide service support, tele-market, solicit, and collect debts.

Target Audience

Specifically for staff in call centers. This training is also applicable to whoever answers the phone servicing internally

Course Objectives

This Training is designed specifically in 3 parts for effective learning:

Pre-workshop (1-day)

• Objectives:

  • Identify individual's training needs, self awareness to take ownership of the learning curve, mindset change & alignment to create / maintain a happy workplace culture that promotes team cohesiveness and productivity.

Skills Training Workshop (2-day)

• Objectives:

  • Acquire essential skills in handling calls and enhance professionalism at call center; extent of skills to be acquired is dependent from the outcome from the Pre-Workshop. Individuals are tracked at end of this 2-day Workshop against the self assessment completed at Pre-Workshop.

Post-workshop (over 1-month period after the 2-day Skills Training Workshop)

• Objectives

  • To assess same individuals on their incoming calls' performances for the effectiveness of their learning curve. • Method: Unscheduled calls to call centers to assess the performances of individuals and written report of individual provided at end of 1-month on individual's learning effectiveness.