WORLD OF CALL CENTRE


Agents will learn to: Describe the current call center profession and its many career possibilities. Describe the various types of call centers and their purposes. Outline the eight basic operational functions of a call center. Identify the most common call center performance measures and how it impacts individuals expectations. Identity the single most important actions agents can take to contribute to call center operations in a positive way.


SUCESSFUL SALES


Agents will learn to: Identify sales opportunities in the everyday service environment. Identify up-sell opportunities at the end of a regular sales transaction. Overcome fear and reluctance to making the additional offer. Position every sale from the customer’s perspective. Select the right words to support a “relationship selling” interaction.


CUSTOMER SERVICES


Agents will learn: Best practices for email etiquette. How to use punctuation appropriately. How to choose the right word. How to structure an email for ease of reading.


VOCAL VICTORIES


Agents will learn to: Identify the impact each individual can have on customer satisfaction. Calculate the long-term value of a customer interaction. Identify opportunities where added effort can make the biggest difference. Identify the top five most significant areas that can affect the customer’s perception of service. Quantify the workload and occupancy implications of plus/minus one person.


OUR ACCREDITATION BOARDS

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Dept-of-Higher-Education
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