Personal Skills

Training Course: Develop call center skills


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PS1985

19 - 23 Jan 2025

Dubai (UAE)

Cost : 4150 € 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

19 - 23 Jan 2025

Dubai (UAE) -

Cost: 4150 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
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