Call Centre Training Details

1. CALL CENTRE TRAINING

2. Call Centre
A call center is a central place where customer and other telephone calls are
handled by an organization, usually with people & some amount of computer
automation process

3. Types
Inbound
Outbound
Domestic
International

4. Inbound Call Centre
These type of call centers have agents who receive incoming calls
from people. A very common example of this is the calls related
to customer service, where customers call on a toll-free number
and speak to an agent to get their complaints solved

5. Outbound Call Centre
The job of call center agents in outbound call centers is to make
outgoing calls to a list of people. People wrongly assume that this
is always a telemarketing or sales job. That may not be always the
case
Companies very often require to make outgoing calls to existing
customers as well to inform about the details of the company's
product or service. This is known as a 'Welcome Call'

6. Domestic Call Centre
These types of call centers make and receive calls from
people from within the same country. This means that at a
domestic call center in Bangladesh, the agents will make
or receive calls from people in Bangladesh only

7. International Call Centre
These call centers have international companies as their clients.
So if a call center based in India, makes or receives international
calls on behalf of an overseas client, then it is known as an
international call center

8. Call Centre Technologies
 VoIP(Voice over Internet Protocol, technology providing voice servicesover IPconnections)
 Internet (E1,DSL,SDSLDXX etc) Hardware (LAN, Switches,Routers etc)
 Networking ((LAN & WAN, Different Components of networking)
Computer Courses

9. Skills for Call Centre Agent
 Communication Skills
 Customer Handling Skills
 Teamwork andIndividualcapabilities
 Telephone Etiquettes andthe ability to respond professionally to clients on the telephone
 The ability to useproper Vocabularyskills
 Attention to detail andability to follow specificinstructions
 Basicmath, logic, analyticalandtelephone problem solvingskills Ability to follow instructions

10. Effective Communication
Effective Listening (audio file)
Questioning
Speaking with Confidence (don’t be aggressive)
Proper Pronunciation

12. Customer Handling
 Listening
 Staying Calm
 Repeating Information
 Avoiding the hold button
 Making your caller’s happy
 Give Options
 Offer a Refund
 Make them smile

14. Team Work
 Put team goals first
 Communicate, every day, every way
 Exercise together
 Establish team rules
 Recognize and reward

15. Phone Etiquettes
 Avoid using Slangs
 Makeuseof phrasessuchas"MayI help you", "You are welcome", and"Thank you", etc. Put the
receiver down gently
 Always speakclearly sothat the other person canunderstand what you are saying
 When pickingupthe phone, it isgood practice to identify your Company andyourself to caller
 When transferring calls, make sure that you are well versed with the procedure for call
transfers. It isgood practice to usethe nameof the person you are transferring the call to
 Always adopt a pleasanttone of voice andbeattentive. Don't
interrupt the caller when speaking
 When initiating acall, spendafew moments to mentally prepare yourself sothat you know
wheat needto besaid/ discussed

16. Vocabulary Skill
Newspapers
Dictionary
Conversation

17. Basic Mathematics
Play math games
Solve analytical puzzles
Practice, practice, practice
Make math part of your life

18. Math Games

19. Analytical Puzzles

20. Customer Service
Communicate
Understand Your Customer's Goals
Use Simulation