Education and Services Hub

Course Title:

Course ID:

050224 0801 970ESH

Course Dates :

05/Feb/2024

 To

09/Feb/2024

Course Duration :

5

Course Location:

London

United Kingdom

Course Fees GBP £ :

Primary Price

£4,555.99

VAT may vary depending on the country where the course or workshop is held

Course Fees USD $:

Advisory Price

$5,829.09

VAT may vary depending on the country where the course or workshop is held

Course Category:

Unique Programmes

Personal Development, Call Center, Leadership, Soft Skills

Course Certified By:

* Professional Training and CPD Programs

* ESHub CPD
* Others

United Kingdom

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Course Information

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.

Daily 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

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Week 1

Day 1:
Understanding Inbound Call Centre Operations
• Introduction to inbound call centres
• Key responsibilities of inbound call centre agents
• Handling inbound customer inquiries and requests
• Role-play exercises: Handling common customer scenarios.

Day 2:
Effective Communication Skills
• Importance of effective communication in customer service
• Active listening techniques
• Tone of voice and language choice
• Overcoming communication barriers
• Interactive exercises: Improving communication skills.

Day 3:
Managing Outbound Call Centre Operations
• Overview of outbound call centres
• Purpose and objectives of outbound calls
• Outbound sales techniques
• Cold calling etiquette and best practices
• Role-play exercises: Making outbound calls.

Day 4:
Customer Relationship Management
• Building rapport and trust with customers
• Understanding customer needs and preferences
• Handling customer complaints and objections
• Strategies for maintaining customer loyalty.
• Case studies: Effective customer relationship management

Day 5:
Enhancing Performance and Professionalism
• Managing stress and burnout in call centre environments
• Time management tips for call centre agents
• Continuous improvement and self-assessment
• Maintaining professionalism in challenging situations
• Course review and feedback session

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.