Call Centre Skills Training Course in Lahore, Pakistan
• Course Duration: 1 Month
• Days: 3 days a week
• Hours: 1.5
• Status: Online & On-Campus
• New Session: Every month
• WhatsApp: 0302 895 7000
• Website: www.kakti.pk
• Address: 116-P, MM Alam Road, Mini Market, Gulberg II, Lahore
• Google Map: https://bit.ly/3iPh4Yf
Course Outline
WHAT YOU’LL LEARN
Lecture 1
- Introduction
- Workplace for inbound and outbound telephonic services.
- Linked to a corporate computer network (Servers & LAN)
- What is CTI?
- Interactions of telephone and a computer.
- History of call center
- Origin of call center
- Types of call center
- Inbound call center
- Help desk support
- Inquiry handling
- Outbound call center
- Telemarketing service
- Appointment scheduling
- Soft lead generation
- Customer Survey
- Third-party verification
Lecture 2
- What is marketing?
- Selling services and products.
- What is market positioning?
- Concept of brand awareness
- Trends in marketing?
- Multiple ways for marketing survival
- What is Telemarketing?
- Lead generation on telephone
- Cross-selling
- Selling additional products.
- Upselling
- Selling expensive products.
Lecture 3
- How call center works?
- Uses of voice services
- Distribution of call centers?
- Globally diffusion
- Different time zones (UK/America)
- Dialing places (Postcodes /States)
- Postcode in UK
- series of letters and digits
- States in US
- Consisting 50 states
Lecture 4
- Accent improvement
- Melodic intonation of a language / communication with clarity
- Uses of phonetics in UK
- Use to confirm pronunciation
- Uses of phonetics in US
- Use to confirm word sound
- English proficiency
- Ability to use English
Lecture 5
- Types of customer
- Mainly based on buying decisions.
- Customer interaction
- Communication b/w a customer and a company.
- Dealing with abusive customers
Lecture 6
- Personality development (attitude)
- Interpersonal behavioral traits
- Confidence building
- Boost confidence levels/ self-esteem
- Team building
- Dealing with abusive customers
Lecture 7
- Communication skills (Tone and voice used by caller)
- How to speak appropriately with customers.
- Listening
- Key to all effective communication
- Understanding
- Questioning
- Getting information by asking frequent questions
Lecture 8
- Knowledge of running a campaign
- UK campaign instructions
- Guidance about dialing places
- Business categories
- Difference b/w auto dialer and manual dialer
- Information about websites
- Database maintenance
- Information about websites
Lecture 9
- US campaign instructions
- Difference b/w auto dialer and manual dialer
- ii) How to maintain the database
- iii) USA states information
- iv) States local time
- How to maintain database?
Lecture 10
- Practical implementation
- MOC calling
- Practicing in the class
Lecture 11
- Professional skills
- Dedications
- Discipline
- Ethics
- Punctuality
- Self-confidence
Lecture 12
- What are contact centers?
- Consist of multi-channel options (email, web chat, etc.)
- How do they work?
- Use cloud services and Voice over Internet Protocol (VoIP)
- What is CRM strategy?
- How to grow sales and improve customer service
Lecture 13
- Inbound telephonic skills
- Telephone Etiquette
- Greeting
- Calmness in voice
- Soft tone sound
- Hang up call in an appropriate manner
- Customer services
- Support that offers to the customers
- Use feedback mechanism
- How to use a feedback mechanism?
Lecture 14
- Interview skills
- Direct and sustained eye contact
- A firm handshake
- A warm smile
- Good posture
- Introducing yourself in a confident manner
- A well-groomed, professional appearance
- Types of questions being asked