Personal Skills

Training Course: Develop call center skills


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PS1985

6 - 10 Jan 2025

Rome (Italy)

Cost : 5250 € Euro

Introduction:

Welcome to the "Develop Call Center Skills" training program, designed by Global Horizon Training Center. This program aims to equip participants with the essential skills and knowledge required to excel in a call center environment. By providing comprehensive training in effective communication, customer service, problem-solving, and technical proficiency, we aim to enhance the capabilities of call center professionals and improve overall customer satisfaction.

 

Objectives:

  • Develop effective communication skills to interact confidently and professionally with customers.

  • Enhance customer service abilities to ensure high levels of customer satisfaction and loyalty.

  • Strengthen problem-solving skills to efficiently resolve customer inquiries and complaints.

  • Improve technical proficiency in utilizing call center tools, software, and systems.

  • Foster a positive attitude and resilience to handle challenging situations in a call center setting.

 

Methodology:

This training program employs a dynamic and interactive approach to ensure maximum engagement and knowledge retention. The methodology includes:

  • Instructor-led Presentations: Expert trainers will deliver engaging presentations on various call center skills and techniques.

  • Group Discussions and Case Studies: Participants will engage in group discussions and analyze real-life case studies to enhance their problem-solving abilities.

  • Role-plays and Simulations: Practical exercises and role-plays will be conducted to simulate call center scenarios and allow participants to practice their skills.

  • Hands-on Practice: Participants will have hands-on practice with call center tools, software, and systems.

  • Q&A Sessions: Regular question-and-answer sessions will be held to address participant queries and concerns.

  • Assessments: Regular assessments will be conducted to evaluate participant progress and identify areas for improvement.

 

Target Audience:

This training program is suitable for both new and experienced call center professionals who wish to enhance their skills and excel in their roles. It is also beneficial for customer service representatives, team leaders, supervisors, and managers who oversee call center operations.

 

Outlines:

Day 1:

Introduction to Call Center Skills

  • Overview of call center operations and industry trends

  • Importance of effective communication in a call center

  • Active listening techniques for better customer engagement

  • Introduction to customer service best practices

 

Day 2:

Enhancing Customer Service Skills

  • Understanding customer needs and expectations

  • Building rapport and empathy with customers

  • Dealing with difficult customers and complaints

  • Handling customer objections and providing solutions

 

Day 3:

Problem-Solving and Decision-Making

  • Problem-solving techniques for call center scenarios

  • Analyzing customer issues and identifying root causes

  • Developing effective decision-making skills

  • Implementing problem resolution strategies

 

Day 4:

Technical Proficiency in Call Center Tools

  • Overview of call center software and systems

  • Efficient utilization of customer relationship management (CRM) tools

  • Utilizing call scripts and knowledge bases effectively

  • Managing multiple communication channels (phone, email, chat)

 

Day 5:

Developing Resilience and Continuous Improvement

  • Developing a positive attitude and resilience in a call center environment

  • Stress management techniques for call center professionals

  • Continuous improvement strategies for personal and team development

  • Action planning for implementing learned skills in the workplace

Personal Skills

Training Course: Develop call center skills


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

PS1985

6 - 10 Jan 2025

Rome (Italy) -

Cost: 5250 € Euro


  About Rome

As cosmopolitan and diverse as it is rooted in its own history, Rome is one of the premier tourist destinations in the world. Featuring some of the best restaurants on the continent, some of the most iconic historic sites in Europe, the city is widely regarded as one of the most exciting and dynamic places to visit anywhere. The center of the Renaissance, the city houses some of the most famous works of art in the world and remains an important cultural hub to this day. Famous for art, fashion, it's delicious local cuisine, and superbly preserved monuments, Rome truly offers something for everyone.


  Things to do and places to visit in Rome

When disembarking, the first thing that can prove pleasantly challenging is deciding on what to do first! An exceptional array of hotels and inns are available to any weary traveler, as are a superb range of restaurants for those wanting to relax surrounded by the hustle and bustle of Rome in the evening. You can spend the day walking streets steeped in history, visiting galleries that contain works by Caravaggio and Michelangelo or exploring the awe-inspiring Colosseum. The city contains many beautifully maintained parks and gardens, as well as a vast collection of beautiful churches and cathedrals, ensuring that a trip to Rome will be a memorable experience for anyone.

Things to do when taking flights to Rome include:

  • Standing inside the magnificent Colosseum.
  • Gazing in awe at the stunning Castel Sant'Angelo.
  • Visiting the incredible Pantheon, one of the best-maintained buildings from the Roman era.
  • Stopping at the center of the Piazza del Popolo, one of the most beautiful squares in Europe.
  • Walking the beautiful gardens of Villa Borghese.
  • Admiring the vast, intricately carved Column of Marcus Aurelius.
  • Wandering the Forum Romanum, ruins from the Ancient Roman period.
  • Exploring some of the greatest art collections in Europe.
  • Crossing the river on the remarkably-constructed Bridge of Angels.
  • Sampling the world famous local cuisine.
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