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Advanced Call Centre Skills Training - Edukite
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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
26
NUMBER OF UNITS NUMBER OF QUIZZES
0
19 HOURS, 15 MINUTES
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CURRICULUM
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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
Module One – Getting Started
00:15:00
Module Two – The Basics (I)
00:30:00
Module Three – The Basics (II)
00:30:00
Module Four – Phone Etiquette
01:00:00
Module Five – Tools
01:00:00
Module Six – Speaking Like a Star
00:30:00
Module Seven – Types of Questions
01:00:00
Module Eight – Bench marking
00:30:00
Module Nine – Goal Setting
00:30:00
Module Ten – Key Steps
01:00:00
Module Eleven – Closing
01:00:00
Module Twelve – Wrapping Up
00:30:00
Call Centre & Customer Service Training Course- Activities
00:00:00
Telephone Etiquette
Module One – Getting Started
00:30:00
Module Two – Aspects of Phone Etiquette
01:00:00
Module Three – Using Proper Phone Language
01:00:00
https://edukite.org/course/advanced-call-centre-skills-training-2/
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Advanced Call Centre Skills Training - Edukite
Module Four – Eliminate Phone Distractions
01:00:00
Module Five – Inbound Calls
01:00:00
Module Six – Outbound Calls
01:00:00
Module Seven – Handling Rude or Angry Callers
01:00:00
Module Eight – Handling Interof ce Calls
01:00:00
Module Nine – Handling Voicemail Messages
01:00:00
Module Ten – Methods of Training Employees
01:00:00
Module Eleven – Correcting Poor Telephone Etiquette
01:00:00
Module Twelve – Wrapping Up
00:30:00
00:00:00
Assessment
Submit Your Assignment
COURSE REVIEWS
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