Enjoy exclusive access to engaging lessons you can share with employees to improve their call center skills. Including these lessons in your corporate training sessions can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.
DurationEnjoy exclusive access to engaging lessons you can share with employees to improve their call center skills. Including these lessons in your corporate training sessions can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.
Course Outlines:
Introduction to Call Centers & Call Center Agents:
Call Centers: Definition & Types
Call Center Professional: Roles & Responsibilities
Being an Effective Call Center Agent
Introduction to Call Centers & Call Center Agents
Professional Communicational Skills for Call Center Agents
Challenges in Communicating With Customers Over the Phone
Effective Listening Skills for Understanding Customers
Call Center Listening Skills & Barriers to Listening
Questioning Skills for Call Center Agents
Treating Your Customers with Respect
Positive Attitude & Call Center Performance
Strategies for Handling Common Caller Behavior
Word Choice in Communicating with a Customer as a Call Center Agent
How to Use Tone of Voice & Volume to Communicate with a Customer
Empathy for Call Center Agents: Importance & Improvement
Examples of Empathy Statements in Customer Service
Emotional Intelligence for Call Center Representatives
Call Center Customer Satisfaction:
What is Customer Satisfaction? – Definition & Examples
Factors in Call Center Customer Satisfaction
Methods for Predicting Customer Needs
Handling Difficult Customers in a Call Center
Types of Customers & Customer Behavior in a Call Center
Handling Abusive Callers in a Call Center
Resolving Customer Service Complaints & Conflict
Resolving Conflict in Call Center Customer Service
Strategies for Dealing with Difficult Customers
Stress Relief & Emotion Management for Call Center Agents
Strategies for Dealing with Failed Communications in Call Centers
Digital & Telephone Customer Service
Social Media Customer Service Overview
Essential Skills for Digital Customer Service
Handling Digital Trolls & Difficult Customers Online
How to Respond to Positive Customer Feedback Online
How to React to Negative Reviews & Feedback Online
Web Chat Techniques for a Customer Service Agent
Email Skills for Contact Center Agents
Telephone Communication Skills for Call Center Agents
Developing Inbound & Outbound Telephone Skills
Call Center Performance & Metrics
Call Center ASA: Definition & Formula
Benefits of Customer Experience Management (CEM)
How Call Center Technology Increases Customer Satisfaction
Metrics for Analyzing Call Center Performance
Blue Ocean Academy is one of the largest training organizations in the MENA region and Indian Sub-continent, driving continuous growth and transformation for more than 25 years, through impactful professional training and consulting services.
Backed by a future-proof and pragmatic approach, we deliver an ever-expanding range of course programs to executives across different industries and sectors to secure a competitive edge amidst every challenge.
Together with our team of program experts and consultants, we are committed to enriching executives and organizations with a truly global experience. Excellence and innovation are the cornerstones defining our unparalleled quality of award-winning services.
Vision
Since inception, Blue Ocean has been driven by the passion to become the leading partner for professional training services in the Middle East.
To become a highly trusted knowledge empowerment enterprise in the Middle East Region by providing quality education and training
To become a key player in associated services like Consulting, Conferences and Talent Management
As we continue to expand our footprint beyond the Middle East, our focus would be to design and deliver an impeccable and unforgettable experience for our customer base.
Mission
Excellence and innovation are at the forefront of everything we deliver. The passion and integrity of our teams drive our mission forward.
To provide world-class, cost-effective value-for-money employment-linked training courses in a relaxed, friendly, accessible multi-cultural environment
To forge and strengthen affiliations with some of the best international professional training institutions
To provide a rewarding and inspiring experience that meet or exceed the Customers’ expectations and gain recognition in Training, Education, Consulting, Talent Management and Conferences
We have embarked on a lifetime journey of excellence, and the passion for offering quality and innovative services to our customers has only become stronger with time.
Values
At Blue Ocean, we are driven by the values of SPIRIT – Service, Passion, Integrity, Respect, Innovation & Teamwork. Blue Ocean manifests these core values in all its processes, to offer product and service excellence, ultimately resulting in empowerment of professionals and businesses.
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Web Training India’s unique training program in collaborate with leading Customer Contact centers, provides a job opportunity immediately after completion of the training. On successful completion, student has 100% job opportunity.
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