Call Center Professionals (CCP)

• Introduction to Call Center Professionals Course.

We will start this training with discussion and proper understanding of call center as the point of contact.

1. What is Call Center?
2. The Historical Necessity of call center.
3. Call Center Globally (Asia Limelight)
4. Business purposes of the Call Center Industry?
5. What is Outsourcing?
6. What are BPO and its business purpose?

Classification, Functionality, Work Environment

This session will allow us to explore the world of call center industry in a new perspective.

1. Classification of Call Centers
2. The Agent / CSR / CSE?
3. Key Performance Indicators (KPI’s)?
4. Monitoring MIS & Reports
5. ABU Methodology & Criteria (Courtesy & Accuracy)?
6. Organizational Hierarchy / Structure?
7. Career Graph of an Agent?
8. Criticism & Performance

Customer Services (Inbound) & Sales (Out Bound)

1. What comes first?
2. Meeting the expectations
3. Word of Mouth (Network Marketing)
4. Retaining the Customer
5. Creating Opportunities

Complaint Management

Having complaints and not so happy customers is the most interesting part of customer services industry. Complaints and such customers are considered as a GIFT to cheer.

1. How to Handle Complaints? FCR?
2. Handling Tricky Situations
3. Checks & Requirements
4. Various Method to Handle Challenging Customers

Call Center Glossary & Terminology

This session brings to you the basics of technical terms and technology associated with/in a Call Center industry. It is a glossary of call center terms. The meaning of each term is described in the context of call center usage.

Training Track   : Call Center Professionals (CCP)

Duration               :Two Months

Timings:                 : 1.5  Hours Per Session (12 Hrs In Total)

Job Interview Preparation  (Soft Skills Questions & Answers)

• Tough Open-Ended Job Interview Questions
• What to Wear for Best Job Interview Attire
• Job Interview Question- What are You Passionate About?
• How to Prepare for a Job Promotion Interview

Flexible Class Options

• Week End Classes For Professionals  SAT | SUN
• Corporate Group Trainings Available
• Online Classes – Live Virtual Class (L.V.C), Online Training

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