Call Centre Skills Training

Call Centre Skills Training

Course Outline

Lecture 1
Introduction
  • 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 centre
      • 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.
  • Up selling
      • 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 base on buying decision.
  • 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
      • Motivational skills for turning individuals in a cohesive team
Lecture 7
  • Communication skills (Tone & 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 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 data base
      • 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 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 appropriate manner
  • Customer services
      • Support that offers to the customers
      • Use feedback mechanism
  • How to use 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
Course Duration:
  • 2 months | 3 days a week
Who should attend?
  • Entrepreneurs
  • Housewives
  • Govt. Officials
  • Teachers
  • Students
  • Trainers
  • All Managers
  • All Assistants
  • All Professionals and Non-Professional