Certification in Call Center Training


Course Overview.

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be explored in detail throughout this course. This course consists of

• 10 modules.
• 1 Assessment.

Learning Objective:

The objective of the course is:

• To impart knowledge about Call center and their functions.
• Improve communication skills.
• Learn customer relationship management.
• Learn to provide best service to the customer.
• Managing time and stress.
• Developing oral presentation skills.
• Build up right accent.
• Develop sales and negotiation skills.

Learning Outcomes:

• Describe Call Center & its functions.
• Explain communication process through verbal & non-verbal cues.
• Identify areas of development for customer relationship management.
• Explain different approaches and mechanisms in stress management.
• Describe the process of time management for better customer service.
• Explain the importance of accent in customer service.
• Describe the importance of sales & negotiation skills.
• Explain the need of interviewing skills.

Table of Contents:

• Introduction .
• Call centre and their functions.
• Communication.
• Customer Relationship Management.
• Customer Service.
• Stress Management.
• Oral Presentation.
• Sales and Negotiation .
• Interview

Career Path:

Careers opportunities as HR Manager, Labour Relations Manager, Employee Relations Manager, Employee Welfare Managers, Recruitment and Staffing consultant, Training & Development Manager, Career Development Manager, Compensation/ Benefits Manager, Employment and Placement Managers, etc.

Prospective Recruiters:

• Mckinsey.
• PWC.
• MAFOI.
• IBM.
• NIIT.