=> Course objectives:
Upon completion of the program, you'll be able to :
=> Course Agenda:
Introduction to Call Center and its concept.
The role of the Call Center organization.
Increase your awareness of problem-solving steps and problem-solving tools
Distinguish root causes from symptoms to identify the right solution for the right problem
Omni Communication Channels with the Client
FCR is Undeniably the Most Important Metric
Top 10 Rules of Good Decision Making on Phone
Goals of Call Center Department / Agents.
What are the main advantages and disadvantages of the Call Center?
How to be a Product / Service Expert
Develop professional service attitude
How to Prepare your Self as a Professional Call Center Agent
Types of Calls
What to Say & What Not during the Call
Discuss & Explain Customer Complaints
Customer Tone of Voice, and how to analysis it
What did the Customer need to hear from you on phone?
How to Control your Tone of Voice
Common Mistakes of Calls Processing
Call center abbreviations
Before – During – After the Call Phases
The initial process of Answering the Call
How to end the Call in a professional way
What after ending the Call?
Follow up Calls
Set an objectives for every Call
The Smart Techniques to deal with inbound / outbound Calls
How to control your Anger during the Call ?
Working as a Call Center Agent in a Team
Better Contact Center Analytics
Digital Call Center
AI ( Artificial Intelligence ) applications for call routing
Advanced Call Center Agent Techniques & Behavior
An International Case Studies of Professional Call Center
What are the types of Call Center globally?
Trends of Call Center in 2018
=>Who Should Attend :