Welcome to the “Back to Basics” lesson intended to give call center representatives an overarching approach to their inbound and outbound calls. Covered topics include tone, action, active listening, and kindness. This lesson is the first of three in the “Call Center Essentials” course, which provides and demonstrates general tips for de-escalating upset callers, as well as an overall better call experience. After viewing this lesson, call center representatives will have concrete tools to better help them approach each call.
Overview
COURSE DIFFICULTY
COURSE DURATION
9m
Skills Learned
After completing this online training course, students will be able to:
Understand the fundamental principles of call center operations
Identify best practices for effective customer communication
Utilize tools and technologies to enhance call center efficiency
Develop strategies for managing customer expectations
Recognize key performance indicators and metrics for success
Call center managers, Customer service representatives, Team leaders, New call center agents
None
01. Introduction to Call Center Operations
02. Effective Communication Techniques
03. Tools and Technologies in Call Centers
04. Managing Customer Expectations
05. Performance Metrics and Improvement Strategies
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the fundamental principles of call center operations
Identify best practices for effective customer communication
Utilize tools and technologies to enhance call center efficiency
Develop strategies for managing customer expectations
Recognize key performance indicators and metrics for success
WHO SHOULD ATTEND
Call center managers, Customer service representatives, Team leaders, New call center agents
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Call Center Operations
02. Effective Communication Techniques
03. Tools and Technologies in Call Centers
04. Managing Customer Expectations
05. Performance Metrics and Improvement Strategies
