Call Center Training

A complete training module to develop English communication skills for anyone who wants to enter the international call center industry.

In order to speak with customers across the globe, and answer queries satisfactorily. Call center agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly.

This call center training module provides an easy-to-follow, step – by – step course in building English-speaking skills, Accent, personality and job Interview skills for a call center job.

This call center course provides an introduction to the world of call centers. you will learn about the most important aspects of the operationalfunctions at the floor at the call centers and the main roles and responsibilities as contact center executive.

For call center executives to perform to their maximum ability, it’s important for each agent to understand the role in which their job is performed.

This call center training will help you to learn all about call center functioning and where you fit in the big picture of service and operations in a call center.

Learn about how outsourcing works, the demographics of call centers in today’s modern world and how this profession has expanded beating geographical boundaries.

This course will help you explore the most important functions of a call center operations and learn about the “what” and “why” of call center performance expectations.

At The End Of This Call Center Training You Will Learn To:

• Describe what exactly is a call center

• Understand what is outsourcing and how it benefits

• Functioning of an inbound and outbound call center

• Describe the current call center profession and its many career possibilities

• Describe the various types of call centers and their purposes

• Outline the eight basic operational functions of a call center

• Identify the most common call center performance measures and how it impacts individual expectations

• Identity the single most important actions agents can take to contribute to call center operations in a positive way

• Attend call center job interviews successfully.

Course Module In Details

Introduction to call center

• Types of Call Center

• Functioning of a Call Center

• Scope of the Call Center Industry

Essential Soft skills

• Communication skills- Elimination of Grammatical errors

• Telephonic skills – Outbound / Inbound / Marketing skills

• Reading Skills – Focus on wave modulation

• Listening Skills

Accent Neutralization

• Accent Naturalization – Elimination of Mother Tongue Influence (MTI).

• Jaw Exercises Pronunciation of Consonants & Vowels.

• Rules of Intonations.

• Basics of American & British Accent.

Preparation for a job Interview

• Resume formatting

• Understanding various job interview rounds

• Extempore – Improving thought process to speak on any given topic on the spot

• Group discussion – Improving interacting skills to create a competitive edge over others.

• Grammar / Aptitude / Listening Test

• Preparing for the personal interview

Personality Enhancement

• Managing Attitude

• Killing Nervousness & Building Confidence.

• Body language & dress code

Mock Sessions

• It’s time to practice and implement what you have learned.

• Practice sessions for group discussions

• Practicing job interview rounds