Contact Centre Excellence

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Contact Centre Excellence

Contact Centre Excellence

BHD 720Register
Duration Time 60 Hours
Start Date Sun 13 Nov, 2022
Student 20
Location In-Person
Certificate yes
Lessons 5
Course features
Certificate Type: Achievement Certificate
Grading Scheme: Pass /Fail
Overall Level & Credit: N/A
Training and Learning Methods: Various
Prerequisites: None
Entry Requirement: None
ICT Requirements: Laptop/PC/Tablet
Enrolment Criteria: >18 years | Basic Reading and Writing skills
Course Content

Course Overview

Call Centre employees at all levels fulfil a role of unique importance. Serving as the very frontline representatives for the organization as a whole, they are the first and often the only point of contact many customers encounter. As such, Call Centre employees carry the brand’s reputation and professional position squarely on their shoulders. Where outstanding service is provided, customers are left with a positive impression of the business as a whole. Meaning that the actions and attitudes of Call Centre staff have a direct impact on the success and performance of the entire organization. While the very best Call Centre talent represents a priceless business asset, poor representation can jeopardize a brand’s perception and performance.

Course Objectives 

  • Understand customer service.
  • Understand the nuances of body language and verbal skills.
  • Know how to maintain a positive and customer friendly attitude.
  • Understand how to sell and close a sale during a sales call.
  • Know how to recognize and deal with customer queries, requests and problems.
  • Understand how the contact centre operates.
Lessons