Course Certified By:

Introduction

Welcome to our comprehensive course on "Customer Service in Inbound and Outbound Call Centres."
In today's dynamic business environment, exceptional customer service is a cornerstone for success.
This course is designed to equip participants with the essential skills and knowledge needed to excel in both inbound and outbound call centre environments.
Through interactive sessions, case studies, and practical exercises, attendees will gain insights into the unique aspects of customer service delivery, communication techniques, and strategies for enhancing customer satisfaction.
By the end of this intensive 5-day course, participants will have the knowledge, skills, and confidence to deliver exceptional customer service in both inbound and outbound call centre settings.

Objectives

1. Understand the fundamentals of customer service in inbound and outbound call centres.
2. Learn effective communication techniques for engaging with customers over the phone.
3. Explore strategies for handling customer inquiries, complaints, and feedback.
4. Gain insights into the differences between inbound and outbound call centre operations.
5. Develop skills for building rapport, empathy, and trust with customers.
6. Enhance problem-solving abilities to address diverse customer needs and situations.
7. Acquire practical tips for managing stress and maintaining professionalism in high-pressure call centre environments.

Who Should Attend?

• Customer service representatives
• Call centre agents.
• Supervisors and team leaders in call centre operations
• Anyone interested in enhancing their customer service skills in a call centre setting.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
• Post-assessment

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Course Agenda

The course agenda will be as follows:
• Technical Session 08.30-10.00 am
• Coffee Break 10.00-10.15 am
• Technical Session 10.15-12.15 noon
• Coffee Break 12.15-12.45 pm
• Technical Session 12.45-02.30 pm
• Course Ends 02.30 pm