Call Centre Agent

The purpose of this programme is to equip agents with the skills, knowledge and behavioural attributes required to consistently deliver quality customer service in the call centre environment. The programme deals with the theory of customer service, the principles and how to implement these practically in the work environment. The correct telephone techniques and communication skills to employ when dealing with people over the telephone are covered.

Delegates gain an understanding of the call centre environment, its operation, technology and processes. and how to work effectively within this framework.

The aim of the programme is to develop an understanding of the theory behind the provision of quality service and how to implement this practically within the specific context of the call centre environment including: The role of the call centre and call centre agents in the provision of service to customers

Improving the performance of the staff in terms of service provision and providing quality interactions that lead to customer satisfaction. Motivating staff to project the image of the organisation in all their dealings with customers.

Telephone etiquette and call handling skills