KAKTI

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
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