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.
The 12 modules in this courses cover:
- The Basics
- Phone etiquette
- ‘Star’ speaking
- Types of questions
- Goal setting
- Key steps
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.
Upon completion of this course you may take a final online examination. Full details of this examination are automatically sent to you at 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 – Irish Training and Educational Centre Diploma.