Telephone Skills for Call Centres

This is by far the most common media used in Call Centers today. It is also Surprising on how little time and attention is given to building the skills needed for agents to be really successful in their function.Do not let your Call Centre build a bad reputation, train your staff in the methods and skills necessary for effective Call Centre operation

Course Details

To improve agents verbal skills To improve agents listening skills To improve agents questioning skills To be skilled in handling difficult customers To build awareness of providing excellent service to clients.

Delivery Method

Instructor Led classroom based training. Scheduled classes are normally held in Kyalami, Midrand - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Light finger meals are supplied for part time courses.

Audience

All Call Centre agents new and experienced

Pre-Requisites

None

Course Duration

2 Days

Cost from 1st of March 2012

R 1,472.73 excl vat
R 1,678.91 incl vat

Note: information may change without notice.

Course Outline

• Call Centres purpose and functioning
• Telephone Skills
• Telephone Etiquette
• Dealing with difficult customers
• Quality measurements for agents
• One more time,the customer is important

Scheduled Dates

There are currently no up and coming Telephone Skills for Call Centres courses scheduled. We can schedule a course if we have at least 3 people. If you are interested please fill out the form below.

Course Enquiry

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