• Course Fee - Special Introductory Offers:
• €299 delivered by email or
• €329 delivered by post
• Distance Learning Course
• Award: Diploma award from ITEC- Irish Training & Educational Centre.

Course Details:

A well-trained Call Centre is the heart of any operation. Call centre employees who know how to handle the great variety of situations that present themselves with skill and professionalism are a valuable asset to any organisation as well as being able to profit themselves in terms of salaries and performance bonuses. Call centre Training allows the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately deliver customer satisfaction.

Course objectives:

At the end of this course it is expected that you will be able to:

• Define and understand call centre strategies

• Identify different types of buying motivations

• Create SMART goals

• Familiarise yourself with strategies that sharpen effective communication

• Use proper phone etiquette

• Set benchmarks.
   

The 12 modules in this courses cover:

• The Basics,

• Phone etiquette,

• Tools,   

• ‘Star’ speaking,   

• Types of questions,  

• Benchmarking,   

• Goal setting,   

• Key steps,   

• Closing,   

• Conclusion.

Accreditation

When you have completed this course you may take a final examination. Full details of this examination are automatically sent to you as you near the end of the course. The examination costs €65 and is taken at home at your convenience.  If you receive 70% or more in this examination you will receive an ITEC Diploma.

Optional:

Personality/Intelligence Test

All our students have the option to take this revealing test for an additional cost of €25.00.

The test asks questions to determine:

• Are you a 'Take-Charge' type?
   
• Are you a manipulative person?
   
• Are you a real friend when the going gets rough?
   
• How popular are you?
   
• Could you be your own boss?
   
• What's your leadership potential?

The objective is not only to help you achieve greater personal and professional success - but to show you how to get what you really want out of life.

Management/Leadership Skills Test

All students of this course have the option to take a Management/Leadership Test for an additional cost of €50.00. This test is conducted on our behalf by Verax international. This test has to be taken on line and the results will be sent directly to each student by email usually within 3/ 4 working days.

We urge you to complete this test as it will provide you with invaluable help and guidance in enabling you to get the most out for your learning. The assessment sent to you when you complete the test will not count in any way to your eventual qualification. It is intended to enable you to understand your strengths and weaknesses and so concentrate on those parts of the course that are most valuable to you.

You may think that you are already aware of these. However, systematic research shows that just over half the population are unaware of their real strengths, let alone their real weaknesses.

This test provides you with a systematic way of assuring these for yourself. Answer honestly. There are no right or wrong answers. Only you will see the results.

The test will allow you to assess your own performance against 16 key management/leader competencies – such as customer focus, decision making, creativity and team working – which are valued by employers and which are very important for effective performance as a manager or team leader. There is one test for managers in the public sector and a separate test for all other managers. Depending on which version chosen, your performance is benchmarked either against 15,000 or so managers in the database or against public sector managers only.

In summary, this unique test will show you what to stop doing (or do less of) and what to start doing (or do more of) in order to become more effective in your current role/activity. In effect, you are told what you need to do to become a more effective manager and team leader and most important of all, how to do it.

Good luck with your studies.

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