Telephone Skills For Call Centres

This is by far the most common media used in Call Centers today. It is also Surprising on how little time and attention is given to building the skills needed for agents to be really successful in their function.

Do not let your Call Centre build a bad reputation, train your staff in the methods and skills necessary for effective Call Centre operation

To improve agents verbal skills To improve agents listening skills To improve agents questioning skills To be skilled in handling difficult customers To build awareness of providing excellent service to clients.

Audience

All Call Centre agents new and experienced

Pre-Requisites

None

Course Outline / Curriculum

• Call Centres purpose and functioning

• Telephone Skills

• Telephone Etiquette

• Dealing with difficult customers

• Quality measurements for agents

• One more time,the customer is important