Welcome to the “Call Center Essentials” course intended to give call center representatives some tools to improve their interpersonal skills. This course, comprising of three lessons, goes over general tips for a better call experience, including how to improve tone and active listening, as well as how to de-escalate an upset caller. Learners will also see the discussed tips used in example scenarios, to help solidify understanding. After viewing this course, call center representatives will be better equipped to handle inbound and outbound calls.
Overview
COURSE DIFFICULTY
COURSE DURATION
24m
Skills Learned
After completing this online training course, students will be able to:
Understand the Fundamentals of Call Center Operations
Implement Effective Customer Service Strategies
Analyze Key Performance Metrics for Call Centers
Develop Skills for Handling Customer Complaints
Enhance Team Communication and Collaboration
Call Center Managers, Customer Service Representatives, Team Leaders, Operations Supervisors
None
01. Introduction to Call Center Operations
02. Customer Service Best Practices
03. Performance Metrics and Analysis
04. Handling Difficult Customer Interactions
05. Team Collaboration Techniques
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the Fundamentals of Call Center Operations
Implement Effective Customer Service Strategies
Analyze Key Performance Metrics for Call Centers
Develop Skills for Handling Customer Complaints
Enhance Team Communication and Collaboration
WHO SHOULD ATTEND
Call Center Managers, Customer Service Representatives, Team Leaders, Operations Supervisors
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Call Center Operations
02. Customer Service Best Practices
03. Performance Metrics and Analysis
04. Handling Difficult Customer Interactions
05. Team Collaboration Techniques
