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Research and Markets: Frontline Call Center Skills Training Courses
Dublin, Oct 18, 2010 (M2 PRESSWIRE via COMTEX) --
Research and Markets (http://www.researchandmarkets.com/research/366229/frontline_call_cen) has announced the addition of the "Frontline Call Center Skills" training to their offering.
The Frontline Call Center Skills training bundle consists of the following five courses:
(1) The Call Center Industry
When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts: overview, call center organization, and call center technology.
(2) Call Center Communication Skills
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills.
This course will examine handling different personalities, questioning skills, and telephone skills. These skills are essential to help you to communicate effectively and professionally with your call center customers.
(3) Call Center Customer Service
Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation.
This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment.
Becoming a great customer service representative requires having finely tuned communication skills. Therefore, it is suggested that the you take the course "Call Center Communication Skills" prior to taking the Call Center Customer Service course.
(4) Call Center Telephone Sales
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you.
Using your time efficiently is important because time is money! Remember this course is dependent on the previous call center courses; to be a good sales rep, you need a combination of communication and customer service skills.
(5) Frontline Call Center Skills Simulation
This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker." This simulation is based on the series "Frontline Call Center Skills" and contains links to the following SkillSoft courses: CUST0112 and CUST0113.
E-learning course feedback:
"e-learning has dramatically increased the scope, range and availability of training & development to all Equant employees. No other solution could possibly have achieved this in such a short timescale, particularly given the geographical dispersement of our workforce and the commercial realities of our business." - Peter Mansell, Head of Training Centre of Excellence, Equant
"Where e-learning is concerned, I used to be a complete agnostic. But, twelve months on, Im totally converted. Now that we have experienced such measurable benefits, I would have no hesitation in giving e-learning a 100% recommendation to any organisation." - John Guthrie, Head of International Management Development, Hilton International
"Based on our experience to date there is no doubt that e-learning will have an increasingly vital role to play as the company continues to evolve to meet the changing needs of its customers." - Karl Gunner, Aspire Support Consultant, Intelligent Finance
For more information visit http://www.researchandmarkets.com/research/366229/frontline_call_cen
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