Advanced call centre skills training - edukite

3/20/2019

Advanced Call Centre Skills Training - Edukite

HOME / COURSE / BUSINESS / EMPLOYABILITY / ADVANCED CALL CENTRE SKILLS TRAINING

Advanced Call Centre Skills Training ( 7 REVIEWS ) 

546 STUDENTS

Explore the practical techniques of call centre skills through the course and enhance your career in a call centre. A …

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ADVANCED COURSE BADGE COURSE CERTIFICATE

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NUMBER OF UNITS NUMBER OF QUIZZES

0

19 HOURS, 15 MINUTES

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CURRICULUM

REVIEWS

Explore the practical techniques of call centre skills through the Advanced Call Centre Skills Training course and enhance your career in a call centre.

A call centre agent is a person who is responsible for handling the reputation of a call centre by receiving incoming and outgoing calls. He needs to handle account inquiries, customer complaints or support issues based on the business types. In this course, you will learn how to prepare for all these situations.

Assessment This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work.

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COURSE CURRICULUM https://edukite.org/course/advanced-call-centre-skills-training-2/

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Advanced Call Centre Skills Training - Edukite

Call Centre and Customer Service Basics

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Module One – Getting Started

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00:15:00

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Module Two – The Basics (I)

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00:30:00

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Module Three – The Basics (II)

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00:30:00

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Module Four – Phone Etiquette

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01:00:00

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Module Five – Tools

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01:00:00

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Module Six – Speaking Like a Star

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00:30:00

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Module Seven – Types of Questions

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01:00:00

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Module Eight – Bench marking

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00:30:00

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Module Nine – Goal Setting

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00:30:00

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Module Ten – Key Steps

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01:00:00

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Module Eleven – Closing

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01:00:00

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Module Twelve – Wrapping Up

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00:30:00

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Call Centre & Customer Service Training Course- Activities

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00:00:00

Telephone Etiquette

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Module One – Getting Started

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00:30:00

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Module Two – Aspects of Phone Etiquette

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01:00:00

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Module Three – Using Proper Phone Language

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01:00:00

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Advanced Call Centre Skills Training - Edukite

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Module Four – Eliminate Phone Distractions

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01:00:00

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Module Five – Inbound Calls

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01:00:00

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Module Six – Outbound Calls

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01:00:00

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Module Seven – Handling Rude or Angry Callers

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01:00:00

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Module Eight – Handling Interof ce Calls

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01:00:00

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Module Nine – Handling Voicemail Messages

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01:00:00

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Module Ten – Methods of Training Employees

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01:00:00

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Module Eleven – Correcting Poor Telephone Etiquette

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01:00:00

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Module Twelve – Wrapping Up

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00:30:00

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00:00:00

Assessment

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Submit Your Assignment

COURSE REVIEWS

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