Call Centre Agent Course

Course Overview

Number of Modules
Complete 8 Modules to Pass

Pass Mark


After each Major Section/Module

Learning Material

Included in Transcript

Course Outline

Module 1:
Introduction to Call Centre Operations

  • Role of call centres and technology usage
  • Significance of excellent customer service for successful career as call centre agents

Module 2:
Customer Service Fundamentals

  • Essential customer service skills for call center agents
  • Effective customer communication
  • Handling difficult situations with empathy and professionalism
  • Mastering problem-solving for strong customer relationships

Module 3:
Product Knowledge and Sales Techniques

  • Deep understanding of product offerings and services
  • Effective communication of product features and benefits
  • Proficiency in identifying and addressing customer needs
  • Mastering persuasive communication techniques for successful sales closing

Module 4:
Communication and Interpersonal Skills

  • Enhancing verbal and written communication skills
  • Practicing clear and empathetic interactions with customers
  • Learning conflict resolution techniques
  • Importance of maintaining professionalism in challenging customer situations

Module 5:
Quality Assurance and Compliance

  • Effective monitoring and evaluation of customer interactions
  • Ensuring adherence to established quality standards
  • Importance of compliance with legal regulations
  • Emphasis on data privacy and security practices in call centre operations

Module 6:
Time Management and Organization

  • Effective task prioritisation in a call centre environment
  • Juggling multiple calls and inquiries while maintaining productivity
  • Setting realistic goals and monitoring progress
  • Utilising tools like calendars, to-do lists, and time-tracking software to prevent burnout and improve customer service

Module 7:
Time Management and Organization

  • Establishing and tracking performance goals for call centre agents
  • Metrics including call resolution times and customer satisfaction
  • Importance of feedback and coaching in improving agent performance
  • Understanding career development opportunities in the call centre industry
  • Current trends and emerging technologies in the call centre industry
  • Understanding the impact of advancements on customer service practices
  • Best practices for delivering excellent customer service in a fast-paced environment
  • Focus on effective communication, problem-solving, and active listening skills

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1. Introduction to Call Centre Operations

    Not Completed

    2. Customer Service Fundamentals

    Not Completed

    3. Product Knowledge and Sales Techniques

    Not Completed

    4. Communication and Interpersonal Skills

    Not Completed

    5. Quality Assurance and Compliance

    Not Completed

    6. Time Management and Organization

    Not Completed

    7. Performance Management and Career Development

    Not Completed

    8. Industry Trends and Best Practices

    Not Completed