Welcome to the “Calls In Action” lesson intended to give call center representatives example scenarios using the tools previously discussed. This lesson is the third 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 two concrete examples of how they can better de-escalate angry callers.
Overview
COURSE DIFFICULTY
COURSE DURATION
7m
Skills Learned
After completing this online training course, students will be able to:
Demonstrate effective communication skills in call handling
Utilize call center systems and tools efficiently
Manage customer inquiries and resolve issues effectively
Implement best practices for call center operations
Analyze call metrics to improve service quality
Call center agents, Customer service representatives, Team leaders, Call center managers
Basic customer service knowledge, Familiarity with call center operations
01. Introduction to Call Center Operations
02. Effective Communication Techniques
03. Handling Customer Inquiries and Complaints
04. Utilizing Call Center Technology
05. Performance Metrics and Improvement Strategies
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Demonstrate effective communication skills in call handling
Utilize call center systems and tools efficiently
Manage customer inquiries and resolve issues effectively
Implement best practices for call center operations
Analyze call metrics to improve service quality
WHO SHOULD ATTEND
Call center agents, Customer service representatives, Team leaders, Call center managers
PREREQUISITES
Basic customer service knowledge, Familiarity with call center operations
COURSE OUTLINE
01. Introduction to Call Center Operations
02. Effective Communication Techniques
03. Handling Customer Inquiries and Complaints
04. Utilizing Call Center Technology
05. Performance Metrics and Improvement Strategies
